Manager, Partner Support

Wellington-Altus Private Wealth Inc.; Winnipeg; On-site; CAD 77,000 - 83,000; Full time

Benefits offered by this job

Health insurance

Discretionary bonuses

Job summary

Wellington-Altus Private Wealth Inc. is seeking a Manager of Partner Support to oversee daily operations, guide a high-performing team, and maintain top-tier client service standards across Winnipeg and Toronto offices.

You will lead recruitment, training, and performance coaching while managing resources and SLAs. The role emphasizes collaboration with NBIN and internal departments to deliver an exceptional advisor experience.

Qualifications

• Bachelor's degree or diploma in Business Administration or similar field.
• 5-8 years in financial services in a high growth environment.
• 2+ years in client service and 2+ years in a leadership role.
• CSC certification and related courses are advantageous.
• Bilingualism (English and French) is an asset.

Responsibilities

• Provide direction, guidance, and support to team members with clear goals.
• Evaluate performance, coach for improvement, and conduct appraisals.
• Allocate resources to ensure seamless client service operations.
• Communicate effectively within the team and with NBIN and stakeholders.
• Lead recruitment, onboarding, and training of new staff.

Skills

Leadership

Communication

Problem solving

Team building

Bilingual EN-FR

Education

Bachelor's in Business Administration

CSC certification (good to have)

Tools

MS Office

Excel

PowerPoint

Teams

Outlook

Job description

Location: This position will be based in our Winnipeg or Toronto Corporate Office.

Our organization:

Founded in 2017, Wellington-Altus Financial Inc. (Wellington-Altus) is one of Canada's Top Growing Companies* and the parent company to Wellington-Altus Private Counsel Inc., Wellington-Altus USA Inc., Wellington-Altus Insurance Inc., Wellington-Altus Group Solutions Inc., Independent Advisor Solutions Inc., and Wellington-Altus Private Wealth Inc.-the top-rated** investment dealer in Canada. With more than $50 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.

*Report on Business 2025 rankings.
**Investment Executive 2026 Brokerage Report Card.

The opportunity:

Reporting to the Senior Manager, Partner Support, the Manager, Partner Support is responsible for overseeing the day-to-day operations, managing team members, and maintaining high standards of quality and customer satisfaction. They play a crucial role in fostering a positive work environment, resolving conflicts, and promoting teamwork and collaboration.

Key responsibilities include:

• Providing direction, guidance, and support to team members by setting clear expectations, defining goals, and motivating team members to achieve them.
• Evaluating the performance of the team members on a regular basis. This includes providing feedback, coaching for improvement, and conducting performance appraisals.
• Identifying areas for training and providing opportunities for learning and skill development.
• Allocating resources such as time, manpower, and budget to ensure that client service operations run smoothly. Prioritizing tasks, assigning responsibilities, and managing workload distribution among team members
• Ensuring that information is communicated effectively within the team, as well as between the team pods and other stakeholders. Encouraging open dialogue, addressing concerns, and keeping everyone informed about relevant developments.
• Facilitating conflict resolution and fostering a positive work environment.
• Participating in the recruitment process by interviewing candidates and overseeing the training of new employees, ensuring they are properly onboarded and equipped with the necessary skills to perform their roles effectively.
• Enforcing the company policies and procedures within the team, promoting adherence to ethical guidelines, maintaining confidentiality, and upholding quality standards in client service delivery
• Ensuring requests submitted through our ticketing system are managed within SLAs.
• Establishing clear expectations for professionalism, courtesy, and empathy in all communications.
• Acting as the first point of contact for escalations and addressing them promptly and effectively by resolving complaints, clarifying misunderstandings, or mediating conflicts to preserve the client relationship.
• Cultivating a client-centric culture within the team by emphasizing the importance of putting Advisors first in all interactions. Promoting a mindset of continuous improvement and innovation to enhance the client experience.
• Setting up regular feedback sessions with advisor teams and identifying trends or patterns and adjusting service strategies accordingly. Follow up on previous feedback and confirm on any service adjustments made to cater to the feedback.
• Building rapport with advisor teams, our custodian NBIN and internal departments. Coaching the team to take genuine interest in Advisor team's needs and concerns, and foster trust and loyalty through personalized interactions.
• Recognizing and celebrating team members' successes in building strong client relationships reinforces positive behaviors and motivates continued excellence in client service.
• Attending weekly ticket reviews with NBIN, analyzing trends, and proactively addressing any issues that fall outside of SLA.
• Identifying training opportunities for both the team and the firm.
• Continuously striving to enhance workflows and processes, ensuring an exceptional advisor experience.
• Assuming responsibility for weekly reporting to the Senior Manager, detailing various data points, trends, and statistics.
• Collaborating with other departments as needed to facilitate the development of organizational processes and procedures.
• Maintaining and updating the team's guide and training plans.
• Undertaking additional responsibilities as delegated.

The ideal candidate will possess:

• Bachelor's degree or diploma in Business Administration or similar field of study.
• 5-8 years' financial services industry experience working in a high growth environment.
• 2+ years of client service Experience.
• 2+ years' experience in a leadership or Manager role preferably in client service team.
• Equivalent combination of education and experience may be considered.
• CSC certification and management related course are good to have.
• Bilingualism (English and French) is considered an asset
• 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 client 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.
• Capacity to work collaboratively with other departments and NBIN to address client needs, share best practices, and contribute to organizational success.
• Proficiency with the MSOffice suite, including Word, Excel, PowerPoint, Teams, and Outlook.
• Range $77,000 - $83,000 annually.
• This range represents Wellington-Altus' expected range of compensation for this position. Actual compensation will vary and will be based on various factors, such as location, skills, experience, and qualification for the role. Compensation for part-time roles will be pro-rated based on number of hours regularly worked.
• Wellington-Altus' total compensation package for employees may also include discretionary bonuses as well as other perks and rewards. Wellington-Altus also offers health insurance, accident and life insurance, and other unique benefits per location.

Conditions of employment:

• Must be legally eligible to work in Canada.
• A background check, satisfactory to the employer, may be required of the successful applicant prior to commencing employment.
• Must be able to travel up to 2% of the time.
• 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.