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Randstad Logo Randstad · Customer Service

Team Lead - Advisor Services

Canada, Montreal 65000.00 - 75000.00 CAD / Year · Job Posted May 31, 2026
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Job Description

My client, the leading fully independent Canadian financial advisory firm, is undergoing an exciting transformation and is seeking a human-centric and dynamic leader for the position of Team Lead - Advisor Services in their Montreal offices. As part of an organizational restructuring aimed at maximizing the advisor experience, you will play a frontline role on the floor by guiding and supporting a dedicated team of specialists. This role seamlessly combines real-time operational coordination, performance coaching, and daily team stabilization. If you are a financial sector professional with excellent emotional intelligence who wants to thrive in a tech-forward environment, this Team Lead - Advisor Services position is the perfect opportunity to propel your career forward in Montreal.

Job Responsibility

  • Supervise, guide, and motivate the frontline service team on a daily basis to ensure service excellence via phone and email
  • Actively monitor queues and ensure strict compliance with Service Level Agreements (SLAs) while balancing the workload in real-time
  • Act as the primary point of contact and escalation on the floor to resolve complex queries and advisor situations
  • Provide close guidance through continuous coaching sessions and quality assessments of interactions (calls and emails)
  • Collaborate closely with the Middle Office to streamline operational handoffs and clarify responsibilities during the organizational transition
  • Analyze dashboards and collective Key Performance Indicators (KPIs) to identify service trends and recommend process optimizations
  • Actively participate in daily operations by performing the same support tasks as team members, ensuring a strong and credible floor presence

Requirements

  • Minimum of 3 to 5 years of experience in the financial services sector, brokerage, banking operations, or a high-volume B2B client service environment
  • A minimum of 2 years of prior experience in supervision or team coaching is highly prioritized
  • Advanced and fluent bilingualism in French and English, both spoken and written, is mandatory
  • Proficiency in customer relationship management (CRM) and ticketing environments (HubSpot, Zendesk), the Microsoft Office suite (Teams), and a strong curiosity toward artificial intelligence tools (ChatGPT)
  • Natural leadership, collaborative mindset, strong curiosity, and exceptional communication skills
  • Holding the Canadian Securities Course (CSC) certification or demonstrating a concrete willingness to obtain it

What we offer

  • Competitive Compensation: Base annual salary up to $75,000
  • Eligible for an annual discretionary bonus program
  • 3 full weeks of vacation from year one
  • 5 sick days
  • 1 personal day
  • 2 paid days off during the holiday season
  • Group insurance plan (medical, dental, health spending account, telemedicine, and EAP) 50% funded by the employer
  • Group RRSP program with employer financial contributions
  • 20% reimbursement of your OPUS transit card
  • Ultra-modern offices in downtown Montreal
  • Flexible hybrid schedule (3 days in the office, 2 days remote)
  • Regular events organized by a social committee
  • Comprehensive 8-week onboarding and continuous training program
  • Strong internal promotion prospects
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