ABOUT NICOLA WEALTH:

We have a lot to be proud of at Nicola Wealth. Our sophisticated financial planning, our diversified private investment funds and their exceptional performance, our 99% client retention rate and our award-winning culture, combine to position us as a national leader in wealth management. Recognized as a Best Managed Company and one of Canada’s Top Employers, we are dedicated to upholding our firm’s values through this phase of significant growth.
By bringing together smart, dedicated and supportive colleagues from diverse backgrounds, we deliver extraordinary client service in a values-driven work environment. The collaboration, creativity and entrepreneurial spirit we were founded on provides the opportunity for you to make a real impact and build a rewarding career. We are passionate about our business, our culture and investing deeply in your growth and development to build for the future. If you have this same drive, then let’s talk!

REQUIRED SKILLS & QUALIFICATIONS:

• Minimum 5 years related work experience within the Finance industry.
• 3 years+ team leadership/supervision experience.
• Bachelor’s degree in a related discipline.
• Proven track record of delivering results in a high performing, service-oriented capacity.
• Strong knowledge of Canadian financial accounts and products.
• Experience leading internal process reviews and projects.
• Highly proficient with MS Word, Excel, Outlook and Teams. Experience with other productivity, reporting resource management tools is an asset.

PURPOSE OF THE ROLE:

The Manager, Client Services leads a team that is responsible for providing superior service to our high-net-worth clients. Reporting to the Director, Client Operations this role will shape the future of our Client Services function by coaching and developing the Client Services team, improving systems and workflows, and building a high-trust culture rooted in clarity and expertise.
The Manager, Client Services partners closely with the Private Wealth and Institutional teams to provide an exceptional client experience and externally to manage key custodian relationships to ensure that Nicola Wealth and our clients are receiving first rate service.
This is a hybrid role that is open to our Toronto or Vancouver offices.

CORE RESPONSIBILITIES:

• Build, lead, coach and develop the Client Services team to foster team engagement and ensure service delivery excellence.
• Operationally manage the Client Services department ensuring client requests are processed accurately and efficiently.
• Review, document, and continuously improve team processes using Lean principles — simplifying workflows, optimizing productivity and preparing the team for scale.
• Ensure the Client Services team is trained on updated operational procedures, ensuring they are well understood, implemented, and continuously iterated upon.
• Develop, monitor and report on KPI metrics to ensure strict adherence to service level agreements.
• Handle escalated client service issues and resolve them in a positive and timely manner.
• Develop strong and collaborative internal relationships with the Private Wealth and Institutional teams along with other key areas within the organization.
• Build strong relationships with our key custodians, managing adherence to service level agreements.
• Stay up to date on industry trends and regulatory changes and ensure that operations are enhanced accordingly.