Supervisor, Individual Wealth Operations

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact, for our clients, our communities, and each other.

The Opportunity

At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.

Work Arrangements

This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

What you’ll do

• Lead and support the daily operations of the Individual Wealth administration team, including new business, in-force administration, financial transactions, and claims processing.
• Ensure service standards, quality measures, production targets, and operational objectives are consistently achieved and reported.
• Supervise, coach, mentor, and develop team members while fostering an engaged, collaborative, and high-performing work environment.
• Act as a subject matter expert on Individual Wealth products, processes, systems, tax reporting, account balancing, and administrative procedures.
• Provide advanced technical support and guidance on complex processing issues, escalations, system errors, and exception handling.
• Investigate operational and system-related issues, assess impacts and risks, recommend solutions, and coordinate timely resolution to minimize business disruption.
• Serve as a key liaison between Operations, Investments, IT, vendors, and other business partners to support issue resolution, system enhancements, and operational effectiveness.
• Oversee daily fund balancing activities, month-end and year-end reconciliations, tax receipt production, tax reporting processes, and operational audits.
• Monitor service levels, productivity metrics, dashboards, and workforce capacity, taking proactive action to address gaps and improve performance.
• Analyze workflows and operational processes, identifying opportunities for efficiency improvements, automation, and enhanced service delivery.
• Support testing, implementation, and validation of system upgrades, enhancements, and process changes.
• Manage escalated client, advisor, and operational issues with professionalism, urgency, and sound judgment.
• Ensure compliance with internal controls, regulatory requirements, security protocols, and audit standards, including user access administration.
• Participate in departmental planning, goal setting, resource management, recruitment, onboarding, training, and employee development activities.
• Lead or support special projects, business initiatives, process improvements, and operational change management efforts.

What you’ll bring

• Post-secondary education in Business, Accounting, Mathematics, Computer Science, or a related field, or an equivalent combination of education and experience.
• Extensive experience within the Individual Wealth industry, with strong expertise in wealth administration processes, systems, products, and regulatory requirements.
• Previous leadership or supervisory experience in a service-driven, metrics-based operational environment.
• Strong knowledge of Individual Wealth products, including segregated funds and related administrative processes, service standards, compliance requirements, and legislation.
• Advanced knowledge of wealth administration systems, including Ingenium, Unitrax, VAX, FASAT, OnBase, EquiNet, Client Access, or comparable platforms.
• Demonstrated experience supporting system testing, implementations, process improvements, and operational change initiatives.
• Strong analytical and problem-solving skills, with the ability to investigate issues, assess impacts, identify root causes, and implement effective solutions.
• Experience monitoring productivity metrics, workforce capacity, service levels, and operational performance to drive continuous improvement.
• Excellent organizational, prioritization, time-management, and decision-making skills with the ability to manage multiple priorities and deadlines.
• Strong people leadership skills with experience coaching, motivating, developing, and managing employee performance.
• Exceptional communication and relationship-building skills with the ability to collaborate effectively across departments, vendors, advisors, MGAs, and leadership teams.
• Strong understanding of change management principles, risk assessment, operational controls, and audit requirements.
• A highly service-oriented mindset with a commitment to accuracy, accountability, operational excellence, and delivering exceptional client and advisor experiences.

What’s in it for you

• Career Growth: Regular learning sessions and development opportunities
• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching
• Time Away: Competitive vacation plus one paid volunteer day each year
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a dress for your day approach.

At Equitable, we’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at careers@equitable.ca. We’re happy to help.

Your base pay will be based on your skills, qualifications, experience and education. In addition to your salary, this role is eligible for a discretionary annual incentive award tied to business performance, plus a wide range of competitive benefits.

If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included.

Reports To: Manager, Individual Wealth Operations

Department: Individual Wealth Operations

Term: Permanent Full-Time

This position is open and we are excited to find the right person to join our team.

As part of the recruitment process, you will need to go through background screening, as per our company policy.

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