Lead Operations Analyst

Organizational Overview

PWL Wealth Management is a premier independent Canadian Wealth Management firm. Canadian based High Net Worth families entrust PWL to manage their investment portfolios on a discretionary basis and provide holistic financial advice for all facets of their lives.

Financial Planning, Tax and Estate services are delivered via PWL Conseil, and investment management is delivered via PWL Capital which is a Broker Dealer and CIRO member firm. Both PWL Conseil and PWL Capital are wholly owned subsidiaries of PWL Wealth Management, with more than 90 employees.

Position Summary

As Lead Operations Analyst, you will serve as the operational backbone for PWL’s wealth management operations, combining deep technical expertise with emerging leadership responsibilities. This role requires someone who can seamlessly move between resolving the most complex client escalations, designing enhanced departmental structures, and providing mentorship across the operations team.

You’ll act as primary backup to the Manager, Operations & Service, while driving process improvements and serving as the go-to expert for multi-faceted operational challenges.

The ideal candidate brings extensive securities industry experience, bilingual capabilities, and the analytical skills to both solve immediate problems and architect long-term solutions that support PWL’s growth and client service excellence.

Key Responsibilities

Complex Resolution & Investigation and Cross-Functional Operation Support

• Analyze and resolve high-priority client escalations, operational discrepancies, and multi-faceted issues requiring advanced technical knowledge.
• Conduct thorough investigations into process breakdowns and system anomalies.
• Collaborate with our custodian, compliance, and the advisory teams on sensitive matters.
• Document findings and recommend systemic improvements.
• Provide backup coverage and expertise across key operational units including client onboarding and account opening.
• Support the account transfer team by reviewing complex transfer requests, resolving transfer delays, and coordinating with external custodians.
• Assist the reconciliation teams with challenging account reconciliations, investigating discrepancies, and implementing corrective actions.
• Provide backup for critical reporting functions including performance statement and management fee reporting and support the team in monthly fee calculations and reconciliation.
• Maintain working knowledge of systems, procedures, and regulatory requirements across all operational areas to ensure business continuity.

Organizational Development & Training

• Help Design and implement new departmental structure, including role definitions, reporting relationships, and workflow processes.
• Develop training materials and programs for team members transitioning to new roles. Create standard operating procedures and quality assurance frameworks.
• Lead change management initiatives and communicate structural updates to team members.

 Training Leadership & Mentorship

• Provide guidance and technical expertise to junior analysts.
• Review complex cases and ensure quality standards.
• Facilitate knowledge transfer and cross-training initiatives across the team.
• Support performance management and professional development activities.

Management Support & Coverage

• Serve as primary backup to the Manager, Operations & Service, providing leadership coverage during absences and peak periods, monitor performance trends and help balance team workloads.
• Make operational decisions and escalate appropriately when needed.
• Represent the department in cross-functional meetings and communications.
• Maintain oversight of daily operations and ensure continuity of critical processes during manager transitions or extended leave.
• Contribute to strategic projects and demonstrate initiative to take on responsibilities aligned with future Team Lead or Manager roles
• Assist with performance reviews, disciplinary actions, and hiring decisions.

Qualifications

• University degree in Commerce, Finance, Business Administration, or related field
• Minimum 5 years of experience in the securities industry (CIRO or ICPM firm), middle/back office operations or related support function
• Canadian Securities Course (CSC) and Conduct & Practices Handbook (CPH) are assets
• Bilingual in English and French, both oral and written
• Proficiency in MS Office, especially Excel (pivot tables, VLOOKUP, etc.)
• Familiarity with portfolio management systems such as Croesus, PureFacts, D1G1t
• Working knowledge of NBIN custodial processes and documentation requirements
• Strong organizational, analytical, and problem-solving skills
• Effective written and verbal communicator
• Collaborative team player with a client-service mindset
• Curious, proactive, and self-motivated with a desire for continuous learning
• High attention to detail and ability to manage competing priorities
• Demonstrated integrity and professionalism in handling sensitive data
• Ability to thrive in a dynamic, entrepreneurial environment

Work Environment

PWL takes great pride in providing unparalleled wealth management services to individuals and families across Canada. In this dynamic environment, we value doing what is right for clients, making evidence-based decisions, personal accountability, innovation and humility. To thrive in this role, you must be dedicated to continuous learning and development, with a steadfast commitment to delivering an exceptional client experience.