We are looking for a dynamic, strategic and tech-first Senior Manager, CXO to lead our Transfers client experiences (front office) and operations team (back office). As Senior Manager of the Transfers team, you’ll be tasked with ensuring we deliver fast, frictionless, and delightful money movement experiences when clients move money in and out of Wealthsimple via transfer. The successful candidate will need to ensure the “system” is working as intended, as we process thousands of transactions and client inbound inquiries weekly. This will mean constant attention to KPIs and error states, leveraging technology to complete tasks faster and with greater accuracy, ensuring adequate staffing in both front and back office for anticipated volumes, removing intra-team barriers to fast issue resolution, rethinking process flows to make them more efficient, suggesting product and process improvements, and holding team members to a high quality bar (in particular in communications with clients), all to ensure we are delivering accurate, simple, fast, and delightful experiences to our clients. The role will support a team of two Managers, one managing a team of 30+ back office associates (who monitor transfer completions with technical and regulatory knowledge, who process cheques, and who communicate with OFIs on stuck transfers, among other things), and one managing a team 50+ front office agents (who interface with clients to help resolve incoming issues).