Head of Client Services & Operations (Hybrid)

Head of Client Services & Operations (Hybrid)

Common Wealth is Canada’s fastest-growing group retirement provider, offering an award-winning digital platform that helps Canadians plan, save, and build reliable retirement income. We are driven by our mission to help all Canadians achieve financial security in retirement. About the role Common Wealth is seeking an ambitious Head of Client Services & Operations to help drive our next phase of growth and innovation. In this role, which will report directly to Common Wealth’s CEO, you will play a critical role in elevating client experiences, scaling our operations, and shaping the future of retirement planning in Canada. What you will do Lead and develop the CS&O team : Lead and develop a high-performing team by coaching, mentoring, and holding clear expectations. Deliver exceptional client service : Set and uphold service standards for responsiveness, satisfaction, and NPS. Monitor performance, resolve escalations, and use technology to create seamless, scalable client experiences. Ensure smooth, compliant operations : Oversee accurate and timely execution of plan operations, from contributions and transfers to payments and reporting. Pursue continuous improvement and innovation : Drive efficiency and quality gains in service and operations through process design, automation, and emerging technologies. Shape long-term strategy and anticipate opportunities : Bring an entrepreneurial, proactive mindset to CS&O by anticipating client needs, industry trends, and regulatory changes. Collaborate across the company : Work closely with engineering, product, marketing, sales, and client success to align CS&O with business goals. Contribute as a company leader : Be an engaged member of the leadership team, shaping strategy, culture, and decision-making. Who you are We are open to a wide range of talented candidates, from both within and outside the retirement industry. Critical qualities include: Entrepreneurial and growth-minded : You are self-motivated, proactive, and bring a high degree of agency. Proven leadership : You are recognized as a strong leader of people. Operational excellence : You bring rigor to execution and are relentless in pursuit of better processes. Service excellence : You are passionate about delivering exceptional client experiences. Technology and fintech expertise : You have experience at the intersection of technology and financial services. Strategic presence : You combine detail orientation with big-picture vision. Why work with us Common Wealth is a fast-growing company with a mission to change the lives of Canadians. You will have a great amount of autonomy in your job and how you organize your day-to-day. Total compensation includes Competitive cash compensation ($150,000-$180,000 = base + bonus) Stock options Health and dental benefits Health spending account 5% employer match into one of our award-winning group retirement plans 4 weeks of vacation We are a respectful workplace committed to building a skilled and diverse workforce. We believe in fostering an inclusive work environment where all individuals have an opportunity to succeed.

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