Head of Client Services & Operations (Hybrid)

Common Wealth Retirement; Toronto; Hybrid; CAD 150,000 - 180,000; Full time

Job summary

A fast-growing retirement provider in Toronto seeks a Head of Client Services & Operations to drive exceptional client experiences and scale operations. You will lead a high-performing team and collaborate across functions to innovate retirement solutions. The ideal candidate is a proactive leader with fintech expertise. Total compensation includes a competitive salary and extensive benefits. This role requires a hybrid work model with in-office presence 3+ days per week.

Benefits

Stock options

Health and dental benefits

Health spending account

5% employer match into retirement plans

4 weeks of vacation

Qualifications

• Self-motivated, proactive, with a high degree of agency.
• Recognized as a strong leader who attracts and develops talent.
• Brings rigor to execution and relentlessly pursues better processes.
• Passionate about delivering exceptional client experiences.
• Experience in technology and financial services.
• Detail-oriented with a big-picture vision.

Responsibilities

• Lead and develop a high-performing CS&O team.
• Deliver exceptional client service and uphold service standards.
• Ensure compliant operations and maintain accuracy.
• Drive continuous improvement and innovation.
• Shape long-term strategy and anticipate client needs.
• Collaborate with other departments to align goals.

Skills

Entrepreneurial and growth-minded

Proven leadership

Operational excellence

Service excellence

Technology and fintech expertise

Strategic presence

Tools

Zendesk

HubSpot

Job description

About Common Wealth

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. In 2024, we doubled our client base and now serve employers and members nationwide, serving over 1,200 plan sponsors.

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. This is an opportunity to lead a high-performing team, serve as a member of Common Wealth’s leadership team, drive operational excellence, and influence the evolution of our retirement solutions in a fast-growing, mission-driven company.

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. Foster growth while reinforcing company culture and values, equipping the team to deliver today and adapt for the future.

• Deliver exceptional client service. Set and uphold service standards for responsiveness, satisfaction, and NPS. Monitor performance, resolve escalations, and use technology (Zendesk, HubSpot) 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. Maintain compliance with regulators, manage partner interfaces, and lead rigorous reconciliations across accounts and tax processes.

• Pursue continuous improvement and innovation. Drive efficiency and quality gains in service and operations through process design, automation, and emerging technologies such as AI. Leverage fintech expertise and a growth mindset to scale operations, lower costs, and enhance client outcomes.

• Shape long-term strategy and anticipate opportunities. Bring an entrepreneurial, proactive mindset to CS&O by anticipating client needs, industry trends, and regulatory changes. Identify opportunities to innovate through technology and build a long-term roadmap that strengthens service, operations, and competitive advantage.

• Collaborate across the company. Work closely with engineering, product, marketing, sales, and client success to align CS&O with business goals. Encourage transparency and teamwork to ensure seamless execution across functions.

• Contribute as a company leader. Be an engaged member of the leadership team, shaping strategy, culture, and decision-making. Represent CS&O at leadership and board meetings, and bring forward-looking insights that advance Common Wealth’s mission and long-term growth.

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. You anticipate opportunities, embrace complexity, and accelerate progress in every organization you join.

• Proven leadership. You are recognized as a strong leader of people. You know how to attract and develop top talent, set clear expectations, and build high-performing teams. You balance care with accountability, excelling at coaching and performance management.

• Operational excellence. You bring rigor to execution and are relentless in pursuit of better processes. You quickly grasp complex systems, improve them, and scale teams, operations, and infrastructure without sacrificing quality.

• Service excellence. You are passionate about delivering exceptional client experiences. You resolve problems with empathy, design repeatable service models, and scale organizations that earn trust and loyalty.

• Technology and fintech expertise. You have experience at the intersection of technology and financial services. You understand the movement of money, legacy systems, and regulatory nuance — while also leveraging modern platforms, automation, and AI to transform operations and service delivery.

• Strategic presence. You combine detail orientation with big-picture vision. You communicate with clarity, influence across teams and stakeholders, and contribute to the long-term strategy and culture of the organization.

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. You will be joining a team of like-minded mission-driven innovators who want to improve the Canadian retirement landscape. Working at Common Wealth provides you the opportunity to work in a high-growth business that is changing the lives of Canadians.

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

Our team currently operates using a flexible, hybrid work model with the option for remote work. This leadership role requires an in-person presence in our downtown Toronto office 3+ days per week. Our growing team combines deep expertise in the key disciplines necessary to help our customers achieve retirement success.

To apply

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. We welcome and encourage applications from everyone. We look forward to hearing from you!