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About the Role

The Team Leader, Advisor & Client Support enables, coaches, and supports team members in their daily work, providing guidance on service inquiries, client-facing systems, digital service channels, and complex situations to ensure consistent, high-quality support and an elevated client experience.

Responsibilities

Support best-in-class service delivery while providing day-to-day guidance, coaching, escalation support, and operational oversight.
Act as a primary escalation point for complex advisor inquiries, service-impacting issues, and resolution requiring judgment and follow-through.
Support inbound phone and email service delivery by helping team members manage priorities and maintain professionalism.
Act as a service liaison between Advisors, internal business partners, and various departments to ensure effective issue resolution.
Coach, guide, and support team members by sharing knowledge, reinforcing service expectations, and building confidence.
Support the growth and development of team members through regular coaching and constructive feedback.
Identify individual learning needs and partner with the Manager to support targeted learning plans.
Create a supportive team environment by encouraging questions and sharing best practices.
Support staff readiness for new processes and system changes by providing clear guidance.
Support Advisors and advisor teams in adopting and optimizing client-facing tools.
Take on leadership responsibilities related to system enhancements, process changes, and special projects.
Proactively engage with Advisors and internal partners to anticipate support needs and address emerging issues.
Monitor workflow, service volumes, and operational priorities to ensure work is completed accurately and consistently.
Identify recurring service themes and process improvement opportunities, and contribute recommendations.

Requirements

Strong financial services background, preferably in wealth management, brokerage, banking, mutual funds, operations, client service, digital support, advisor support, or team leadership.
Experience supporting client-facing systems, digital platforms, online access, user navigation, troubleshooting, service inquiries, workflow management, or technology-enabled service channels is strongly preferred.
Strong computer skills, including Microsoft Windows, Excel, Word, Outlook, and the ability to quickly learn and support internal platforms and digital tools.
Minimum 5-7 years of industry experience, preferably in an IIROC/CIRO-regulated environment, with experience in client service, advisor support, operations, digital support, retail service delivery, or high-volume service environments.
Minimum 3-5 years of experience in a senior service, operational leadership, team lead, coaching, or advisor support capacity is preferred.
Previous experience providing day-to-day leadership, guidance, or oversight to staff in a service, operations, advisor support, contact centre, or financial services environment.
Experience supporting employee growth through onboarding, training, knowledge transfer, cross-training, peer support, or development-focused conversations.
Ability to lead by example, build trust with staff, reinforce accountability, and create a supportive environment.
Experience supporting teams in a call centre, contact centre, or high-volume service environment, including oversight of inbound phone and email queues, service levels, response times, and daily workflow priorities.
Demonstrated ability to help staff balance service quality, efficiency, professionalism, and urgency.
Experience using call centre or service environment insights to coach staff and identify improvement opportunities.
Ability to maintain team focus, composure, and accountability in a fast-paced service environment.
Strong understanding of financial services operations, account processes, technology-enabled service delivery, service standards, and escalation management.
Excellent written and verbal communication skills.
Strong proficiency in English.
Ability to work flexible shift hours between 8:00 a.m. and 6:00 p.m., Monday to Friday.

Skills

Financial services background
Wealth management
Brokerage
Banking
Mutual funds
Operations
Client service
Digital support
Advisor support
Team leadership
Client-facing systems support
Digital platforms support
Online access support
User navigation
Troubleshooting
Service inquiries
Workflow management
Technology-enabled service channels
Microsoft Windows
Microsoft Excel
Microsoft Word
Microsoft Outlook
Internal platforms
Digital tools
IIROC/CIRO-regulated environment experience
Retail service delivery
High-volume service environments
Senior service experience
Operational leadership
Team lead experience
Coaching experience
Onboarding
Training
Knowledge transfer
Cross-training
Peer support
Development-focused conversations
Leading by example
Building trust
Reinforcing accountability
Call centre environment experience
Contact centre environment experience
Inbound phone queues
Email queues
Service levels
Response times
Daily workflow priorities
Service quality management
Efficiency management
Professionalism management
Urgency management
Call drivers analysis
Escalation trends analysis
Service themes analysis
Capacity pressures analysis
Quality observations analysis
Team focus maintenance
Composure maintenance
Accountability reinforcement
Responsiveness standards
Ownership standards
Documentation standards
Escalation handling
Client-focused communication
Financial services operations understanding
Account processes understanding
Service standards understanding
Escalation management understanding
Written communication
Verbal communication
French fluency (highly desirable)

Location

Canada

Work Type

Full-time

Experience Level

5-7 years industry experience
3-5 years senior service/leadership experience

Salary/Compensations

$85,000-$105,000 annually

Benefits

Performance-based incentive plan
Comprehensive health & dental benefits
Group RRSP matching plan
Paid time off

About the Company

Richardson Wealth is a leading Canadian wealth management organization offering the personal touch of a boutique firm with significant results.
We have offices across the country and are home to top investment advisors.
We are currently in an exciting growth phase, undergoing a multi-year transformation to enhance our entrepreneurial, high-performing, advisor-centric culture.

Equal Opportunity

Richardson Wealth is an equal opportunity employer and committed to providing a diverse, equitable and inclusive environment.
We are happy to meet your individual needs in keeping with the Canadian Charter of Rights and Freedoms and the Accessibility for Ontarians with Disabilities Act.
Candidates may request accommodation at any point during the interview process.