Vice President, Advisor Services

100 Queens Quay E, Toronto, ON M5E 1Z2, Canada Req #222

July 2, 2024

About Us:

As a leading Canadian wealth management organization, Richardson Wealth offers the personal touch of a boutique firm while delivering big results. With offices across the country, we are home to some of Canada’s best investment advisors. We’ve embarked on an exciting growth phase – a multi-year transformational journey to enhance our entrepreneurial, high-performing, advisor-centric culture.

Where we’re going:

We want to be the brand of choice for Canada’s top advisors and their high-net-worth clients. We also have an ambitious growth strategy to triple our Assets under Administration (AUA) to $100 billion by 2027.

To reach our goals, we are making strategic investments in technology, real estate and, most importantly, our people.

Position Overview
The Vice President, Advisor Services will play an instrumental role leading and shaping the Advisor Services Team within the Advisor Service Centre at Richardson Wealth. You will plan, coordinate, direct, and design all strategic activities of the team, as well as provide direction and support for solutions that improve the end-to-end experiences for advisor teams. You thrive on delighting the client and inspire your team members to do the same through strong coaching, development of capabilities and consistent feedback. You effectively manage the team, their engagement with internal and external partners that impact the advisor team experience and act as a voice of advisor teams (our clients) across RWL to ensure a focus on continuously improving experience.

Duties and Responsibilities
• Lead the advisor service team, establish performance metrics, resource planning, policies and procedures to support desired business outcomes
• Develop team members by identifying core capabilities, learning paths, and establishing training, coaching and feedback cycles
• Support RWL strategic vision and direction by successfully meeting goals and targets within advisor service team
• Act as an advocate for advisor teams, promote this culture throughout the advisor services team and raise the bar and ability to delight our clients
• Establish and leverage key relationships internally within RWL and externally to identify and resolve key business risks/issues
• Ensure a strong partnership with the Advisor Experience team including ongoing engagement with Branch Administrators to inform and educate on platform, service and operational items needed to enable their support in the branches
• Lead the Service and Operations Governance stream of our Fidelity Clearing Canada relationship to ensure pain points are clearly identified, understood and actioned and opportunities explored to improve experience and outcomes.
• Oversee Advisor Service Centre Voice of Customer initiatives that target advisor team pain points and needs across channels
• Continuously innovate, experiment, learn, and adapt to ensure the team's efforts are providing value to our clients
• Own all daily/weekly/monthly/quarterly/annual reporting for the advisor services team providing visibility into target vs actual results, and lead meaningful, data-driven discussions with Management and team members about results, including strategies to improve service levels where needed and overall continuous improvement initiatives
• Support complex and / or escalated advisor team issues, taking ownership where needed and following through to resolution
• Ensure that effective problem management / escalation processes are in place to identify, categorize, resolve, close and prevent recurring issues; connect this to our Voice of Customer work

Qualifications
• 10+ years’ experience in wealth management or financial services, with minimum 5 years in a leadership or senior management role
• Experience developing and leading high-performing, client facing teams
• Passion for delivering exceptional client service, with demonstrated ability to design and implement customer experience strategies to enhance satisfaction and loyalty
• Strong knowledge of customer experience principles, tools and metrics with the ability to apply them proactively
• Ability to identify and measure critical core competencies and essential performance metrics, and effectively coach team members for success
• Excellent interpersonal and leadership skills with ability to inspire others
• Digitally literate with a passion for innovation and leveraging technology to improve process and experience; committed to helping others learn and share this passion
• Excellent written and verbal communication skills to effectively collaborate across a variety of stakeholders
• Strong understanding of data analytics and business intelligence, with experience establishing metrics and reporting and using same to drive improved results

Education
• Bachelor’s degree in business or related field
• Graduate degree desirable
• Canadian Securities Course (CSC) and Conduct and Practices Handbook Course (CPH)
• Other relevant Customer Experience (CX) education an asset

Why Apply:

Our firm is only as good as the people who work here. Our employees are exceptional because they combine in-depth expertise with enthusiasm, and empathy. From our front office talent to our colleagues behind the scenes, we have one focus: to ensure our people thrive here more than anywhere else. Are you innovative, self-driven, and client-centric?

If so, we’re ready to invest in you.

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.

We are a proud partner of Pride at Work Canada.

Other details

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100 Queens Quay E, Toronto, ON M5E 1Z2, Canada