Wealthsimple
Operations
SeniorSpecialist,BPOOperationsExcellence
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Specialist, BPO Operations Excellence at Wealthsimple. Skills: Operational Excellence, BPO/Vendor Management, Continuous Improvement, Performance Monitoring, Root Cause Analysis, Stakeholder Management, Analytical Skills, Communication Skills. Drive Operational Excellence. Partner daily with BPO leadership to own performance rhythms”
What You'll Achieve.
ensure our partners deliver a fast, frictionless, and high-quality experience; transforming outsourced teams into operationally excellent functions; identifies issues before they become problems; drives the continuous improvement work that keeps our operations running at their best; own performance rhythms; manage outcomes; ensure BPO teams embody and amplify Wealthsimple’s brand, values, and standards in every interaction; Own daily operational monitoring; close the gap; hold partners to ambitious performance goals; shape how we operate at scale
Industry & Context.
diagnose root causes; approach problems from first-principles; identify and lead initiatives involving workflow friction, transfer patterns, or quality trends
Monthly within Quarterly to Greece
What They're Looking For.
Must Have
7+ years of contact centre experience, at least 4+ years specifically overseeing BPO/Vendor relationships, Demonstrated ability to translate high-level strategic goals into daily operational outcomes, Robust knowledge of Workforce Management (WFM) fundamentals (forecasting, scheduling, and occupancy), sharp analytical mind and data instincts, Exceptional Communication, self-directed and action-oriented
Nice to Have
Curiosity and experience in how automation (LLMs, anomaly detection, or streamlined reporting) can make operational work smarter, Prior experience in Fintech, Banking, or highly regulated environments where accuracy and compliance are non-negotiable
What You'll Do.
Drive Operational Excellence
Partner daily with BPO leadership to own performance rhythms
manage outcomes by ensuring BPO teams embody and amplify Wealthsimple’s brand
and standards in every interaction
Own daily operational monitoring—tracking service level adherence
understanding not just whether we hit targets
and what changes will close the gap
Lead and prepare operational reviews with our partners
approach problems from first-principles to identify and lead initiatives involving workflow friction
Serve as the primary operational liaison
building relationships based on transparency and accountability
hold partners to ambitious performance goals while serving as a thought-partner for new strategies
Synthesize what agents and clients are telling us into structured
actionable insights for our internal Product
and Engineering teams
How You'll Work.
Team & Collaboration
Partner daily with BPO leadership; Serve as the primary operational liaison, building relationships based on transparency and accountability; Synthesize what agents and clients are telling us into structured, actionable insights for our internal Product, R&D, and Engineering teams
Communication Scope
Exceptional Communication; run tight meetings; write sharp summaries; convey complex ideas with great precision; talking to a BPO Team Lead or a VP
Process & Methodology
Lead and prepare operational reviews with our partners, identify and lead initiatives
Full Job Description
BUILD SOMETHING PEOPLE LOVE Wealthsimple's mission is to help everyone achieve financial freedom – by making financial services simple, transparent, and low-cost. We're Canada's largest fintech, trusted by over 3 million clients with more than $100 billion in assets. We move fast, we own our work, and we care deeply about the people using our products. If that sounds like you, keep reading. We're proud of what we've built — and we're just getting started. Read our Culture Manual https://www.wealthsimple.com/en-ca/culture and learn more about how we work https://www.wealthsimple.com/en-ca/careers. Client Experience Operations · Individual Contributor Location: Remote Travel: Monthly within Canada; Quarterly to Greece The Role Wealthsimple’s Client Experience Operations (CXO) team is scaling fast, and with scale comes the need for world-class operational rigour. We operate a multi-site BPO model serving clients across various time zones, and we need an Operational Mechanic to ensure our partners deliver a fast, frictionless, and high-quality experience. As the Senior Specialist, BPO Operations Excellence, you are the critical "on-the-ground" bridge between Wealthsimple and our BPO partners in Canada and Greece. Reporting to the Director of Contact Centre Operations, you will be responsible for transforming outsourced teams into operationally excellent functions. You are the person who identifies issues before they become problems and drives the continuous improvement work that keeps our operations running at their best. What You’ll Do - Drive Operational Excellence: Partner daily with BPO leadership to own performance rhythms. You will manage outcomes by ensuring BPO teams embody and amplify Wealthsimple’s brand, values, and standards in every interaction. - The WFM/Ops Bridge: Own daily operational monitoring—tracking service level adherence, quality, CSAT, and handle time. You will diagnose root causes, understanding not just whether we hit targets, but why, and wha
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