Head of Client Platforms & Operations

Mawer Investment Management•Toronto, ON

6d•Hybrid

About The Position

The Head of Client Platforms & Operations is responsible for the operational and technology foundations that enable the firm’s Private Wealth and Institutional client-facing businesses and will ensure that these platforms and processes run with consistent, reliable excellence. The role spans client account operations, institutional client servicing, and the digital platforms that support client engagement, including client portals, client reporting, Salesforce CRM, and onboarding platforms, with clear accountability for their stability, performance, and continuous improvement.

Requirements

10–15+ years of experience in asset management, wealth management, or closely related financial services, with significant responsibility across client strategy, client operations, client service, or client reporting
Undergraduate degree in business, finance, technology, or a related field; advanced designations such as CFA, CPA, PMP, or an MBA are considered an asset
Proven track record leading multi-disciplinary teams within operations, client strategy, or enablement functions that span both operations and technology or platform capabilities, ideally supporting front-line Private Wealth, Institutional, or Retail client businesses
Deep understanding of the client lifecycle for high-net-worth, institutional, and/or retail clients, including onboarding, account maintenance, transfers, and ongoing servicing and reporting
Demonstrated experience owning, shaping, or strongly influencing key client platforms such as Salesforce CRM, client portals, onboarding tools, and reporting solutions, while working in close partnership with our technology products team to deliver
Strong background in translating business and client strategies into executable roadmaps for processes, platforms, and data, with evidence of successful delivery of complex, multi-stakeholder initiatives
Strong understanding of service performance management, including defining and using KPIs, SLAs, and other service support metrics to drive client experience, efficiency, and continuous improvement
Familiarity with regulatory requirements affecting client onboarding, KYC/AML, suitability, and client reporting; experience with global institutional or cross-jurisdictional retail client expectations is an asset
Solid understanding of investment products and structures commonly used in institutional, private wealth, and/or retail contexts, including separate accounts, pooled funds, mutual funds, and registered/non-registered vehicles, sufficient to support operational and reporting decisions
Demonstrated ability to collaborate effectively with Technology, Middle Office, Fund Accounting, Compliance, Risk, and front-office leadership, balancing client experience, control, and efficiency
Strong people leadership skills, including building and developing leaders, driving engagement, and shaping culture across geographically distributed teams
Excellent communication and influencing skills, with the ability to simplify complexity, secure alignment among senior stakeholders, and drive change through both formal and informal channels
Experience identifying and implementing data, automation, or AI-enabled improvements in client operations, reporting, or platforms, with an understanding of the opportunities and risks of AI in financial services

Nice To Haves

advanced designations such as CFA, CPA, PMP, or an MBA are considered an asset
experience with global institutional or cross-jurisdictional retail client expectations is an asset

Responsibilities

Set the vision and executable roadmap for client-facing operations and platforms in alignment with Private Wealth and Institutional business strategies, with a focus on scalability, risk control, and client experience, in close partnership with Strategic Delivery and Products teams.
Explore and progress AI-enabled capabilities across client portals, digital reporting, Salesforce, onboarding, servicing and operational platforms (for example, intelligent assistance, personalization, content generation, workflow automation, and decision support), ensuring they are designed and governed in a way that improves client and advisor experience while meeting the firm’s risk and compliance standards.
Support the effectiveness of the firm’s two Client Councils (Private Wealth and Institutional), where decision makers from the businesses and relevant support teams hold joint accountability for setting the vision and high-level roadmap for client experience, operations, and platforms, partnering with Strategic Delivery to design, run, and continuously improve these Councils as the primary forum for cross-functional prioritization and decision-making.
Ensure the Councils are complimented with appropriate “on-the-ground” forums and routines (for example, leadership huddles, joint planning sessions, and small enhancement forums) where relevant teams work together on detailed design, issue resolution, and execution of changes flowing from the Councils’ direction.
Partner closely with the broader COO leadership team to ensure client-facing operational and platform priorities are reflected in COO strategy, architecture, and roadmaps.
Provide exceptional leadership, support and mentorship to direct reports and their teams to enable them to deliver on their individual team mandates.