Job Description

Vice-President, Partner Support


Location: This position will be based out of our Winnipeg or Toronto office.


Our organization :



Founded in 2017, Wellington-Altus Financial Inc. (Wellington-Altus) is the parent company to Wellington-Altus Private Counsel Inc., Wellington-Altus USA Inc., Wellington-Altus Insurance Inc., Wellington-Altus Group Solutions Inc., and Wellington-Altus Private Wealth Inc.--the top-rated• investment dealer in Canada and one of Canada's Best Managed Companies. With more than $30 billion in assets under administration and offices across the country, Wellington-Altus identifies with successful, entrepreneurial advisors and portfolio managers and their high-net-worth clients.


• •Investment Executive 2024 Brokerage Report Card.•


The opportunity:



Reporting to the Senior Vice-President, Operations, the Vice-President, Partner Support is responsible for shaping and driving the overall strategy of the firm's efforts to enhance the experience and success of financial advisors. This role will provide strategic leadership and direction to the leadership team overseeing the Associate HUB team.



The Vice-President, Partner Support will collaborate with key stakeholders across the organization to ensure that advisors have the necessary support to provide exceptional service to clients.


Key responsibilities include:


• Overall
• + Leading and developing the Partner Support team, being accountable for multiple teams in the delivery of exceptional service that builds trust through responsiveness, accuracy, consistency, and expertise at a high level of efficiency.
+ Facilitating innovation and continuous improvement in service models, products, and services, partnering with internal stakeholders and external stakeholders to clearly define, measure, prioritize and document business problems, limitations, new high-level requirements, and ensure agreement of business future state.
• Advisor Service Strategy
• + Refine and execute a comprehensive service experience strategy aligned with the organization's business goals and growth objectives.
+ Analyze advisor feedback and service usage trends to continuously improve the advisor journey and deliver a world-class experience.
+ Develop and maintain strong working relationship with NBIN as your external service delivery partner, make strategic recommendations and seek continuous improvement on processes and communication channels
• Collaboration and Leadership
• + Collaborate cross-functionally with departments including regional management, training and development, compliance, and transition to ensure seamless execution of advisor-facing initiatives.
+ Provide leadership and guidance to the Partner Support team including coaching, mentoring and talent management.
+ Foster a culture of collaboration and innovation with the Partner Support team to ensure continuous improvement of advisor services.
• Program and Resource Development
• + Contribute to the development of programs and initiatives that address knowledge gaps and support ongoing development of advisory teams, aiming to reduce advisor reliance on service teams.
+ Ensure service teams are structured appropriately to meet the evolving needs of the organization and the type of work that is being supported; building future capability within the team to ensure service quality is not compromised responsible for collaborating with leadership to set team targets (SLA'S), manage the performance of teams against those targets.
+ Ensure all initiatives are scalable, effective, and measurable, with a focus on driving advisor success.
• Business Performance and Reporting
• + Monitor and report on key metrics related to advisor satisfaction, advisor team dependence on service groups, making recommendations for improvement based on data analysis.
+ Work closely with Regional Management to grow Advisor engagement in all service-led initiatives, including training and development, technology enhancements, etc.
• Team Management
• + Lead, mentor and develop a high-performing team, fostering a culture of collaboration, innovation and continuous improvement.
+ Mentor, coach and set clear performance goals for the Partner Support team and evaluate team members success in achieving those goals.
+ Drive professional development and create opportunities for team members to expand their skills and capabilities.
+ Oversee departmental staffing, including hiring, performance management and work direction.
+ Support the Senior Vice-President, Operations in team planning, department planning, project strategy and implementation.

The ideal candidate will possess:


• A bachelor's degree or diploma in Business Administration, Finance or related field.
• 10+ years financial services industry experience working in a high growth environment, preferably within a Wealth Management firm.
• 5+ years' experience in a leadership or Manager role within a client service/call centre team environment.
• Equivalent combination of education and experience may be considered.
• Strong financial modelling and analytical skills.
• CSC and/or CPH certifications are an asset.
• Proficiency with the MSOffice suite, including Word, Excel, PowerPoint, Teams, and Outlook.
• Working knowledge of incident management tools such as JIRA, Salesforce etc.
• Ability to inspire, motivate, and guide team members towards achieving common goals, while also fostering a positive and inclusive work environment.
• Excellent verbal and written communication skills.
• Deep understanding of advisor needs and expectations, with a commitment to delivering exceptional service and building long-term relationships.
• Strong analytical and critical thinking skills to identify issues, develop solutions, and make timely decisions to resolve client and team-related challenges.
• Experience in recruiting, training, and managing a diverse team.
• Ability to manage conflicts and difficult situations diplomatically, with a focus on finding mutually beneficial resolutions and maintaining positive relationships.
• Flexibility to adjust to changing priorities, client demands, and operational requirements while maintaining high standards of service delivery.
• Effective prioritization and organizational skills to manage workload, meet deadlines, and ensure optimal utilization of resources.
• Strong understanding of financial services industry, including products, services or advisor needs.
• Proven track record of developing and executing strategies that improve advisor satisfaction, retention and performance.
• Capacity to work collaboratively with other departments and NBIN to address client needs, share best practices, and contribute to organizational success.


Conditions of employment:


• Must be legally eligible to work in Canada.
• Must be able to travel 0-5% of the time.
• A background check, satisfactory to the employer, may be required of the successful applicant prior to commencing employment.


Wellington-Altus Private Wealth is strongly committed to equity and diversity within its community and welcomes applications from women, racialized persons, Indigenous peoples, persons with disabilities, and persons of all sexual orientations and genders. All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply.



If you require accommodation for the recruitment process, please let us know at the point of application.


To apply:



Click the Apply for This Job button to submit your resume, cover letter and salary expectations. You will be contacted if you are selected for an interview. More information about working at Wellington-Altus can be found on our website at www.wellington-altus.com.