Team Manager Service Delivery (Fintech)

TL;DR

Team Manager Service Delivery (Fintech): Overseeing daily operations of the service delivery team with an accent on coaching, process improvement, and client satisfaction. Focus on managing case volumes, resolving complex client issues, and ensuring compliance with regulatory standards within the Canadian brokerage market.

Location: Must be based in the Greater Toronto Area (Hybrid schedule; office location in Toronto until late 2026, then Mississauga).

Salary: $90,000 – $115,000 CAD.

Company

hirify.global Clearing Canada is a leading independent clearing broker and custodian providing trade execution, clearing, and back-office support services to the Canadian brokerage industry.

What you will do

• Manage day-to-day activities of the Service Delivery team to ensure high-quality client service.
• Coach, mentor, and develop team members through documented action plans.
• Identify and implement process improvements to enhance employee and client experiences.
• Monitor intra-day case volumes and redirect resources to meet Service Level Objectives (SLOs).
• Act as an internal liaison and advocate for clients across various support groups.
• Ensure all team outputs comply with internal policies and regulatory guidelines.

Requirements

• Current Canadian Work Authorization is required.
• 3+ years of progressive experience in operations or customer service within the brokerage or financial services industry.
• Strong analytical and problem-solving skills with proficiency in Excel.
• Proven ability to manage relationships and navigate difficult situations.
• Bilingual proficiency in French and English is a strong asset.
• Completion of post-secondary education or equivalent experience.

Nice to have

• 1-2 years of experience in coaching or people management.
• Enrolment or completion of the Canadian Securities Course (CSC).

Culture & Benefits

• Competitive compensation package including base salary and discretionary performance bonus.
• Employer-funded RRSP contribution after 6 months of employment.
• Flexible hybrid working arrangement.
• Recognized as one of Canada's Top 100 Employers with a focus on mental wellness, inclusion, and diversity.
• Commitment to professional development and a collaborative team environment.