Head of Advisor Support

Our client within financial services requires a Head of Advisor Support Services to join their team. The Head of Advisor Support Services is a foundational role within the broader Advisory Services function. This role owns the ongoing operational relationship with partner advisory offices after they have moved through integration and are transitioning into steady-state operations.

This is broader than a traditional client service role. The mandate includes advisor and partner support, operational issue resolution, custodian coordination, workflow development, escalation management, and the early build-out of a scalable Advisor Support model for The firm.

The successful candidate must be comfortable operating without a fully built playbook, while also being hands‑on enough to work directly in the issues, workflows, and partner office needs that arise day to day.

Mandate

• Own the post-integration operational relationship with partner offices once they are substantially transitioned.
• Act as the primary operational landing point for advisors and teams after handoff from the Integration function.
• Resolve service, custodian, account opening, transfer, and documentation issues end to end wherever possible.
• Build trust with partner offices by providing calm, clear, practical support during and after operational change.
• Identify recurring issues and begin building repeatable workflows, standards, and escalation pathways.
• Help define what the future Advisory Services function should become as The firm scales.

Core Responsibilities

1. Partner Office Relationship Ownership

• Serve as the primary operational contact for partner offices post-integration.
• Build strong working relationships with advisors, associates, and office teams.
• Maintain visibility into partner office pain points, recurring questions, and workflow friction.
• Support partner teams through change with a steady, service-minded approach.

2. Advisor and Partner Support

• Support advisors and their teams with day-to-day operational questions and service needs.
• Help partner offices navigate processes, systems, custodial requirements, and internal resources.
• Provide practical coaching and direction where teams need support adopting new workflows.
• Escalate thoughtfully when required, while maintaining accountability for follow-through.

3. Custodian and Operational Interface

• Act as a key liaison with custodians on account opening, transfers, account maintenance, money movement, and servicing matters.
• Understand custodian processes well enough to troubleshoot issues and reduce back-and-forth.
• Track, follow up, and close operational issues in a timely and organized way.
• Partner with internal teams to ensure issues are resolved cleanly and communicated clearly.

4. Hands-On Service Execution

• Work directly in core workflows as needed, including account opening, documentation, transfers, follow-ups, and service requests.
• Maintain a strong service orientation while balancing accuracy, compliance, and urgency.
• Ensure partner offices receive clear updates and do not have to chase multiple internal contacts for answers.
• Support initial stabilization after integration and help reduce operational noise over time.

5. Process Development and Scalability

• Identify patterns, bottlenecks, and recurring service issues across partner offices.
• Create and improve workflows, templates, checklists, and best practices.
• Contribute to the design of a scalable Advisor Support model as The firm grows.
• Help define future roles, service standards, and escalation paths within Advisory Services.

Ideal Profile

• Experience: 5-10+ years in wealth management operations, advisor support, client service, custodial operations, or partner office support.
• Operational depth: Strong understanding of account opening, transfers, custodian workflows, documentation, and service resolution.
• Relationship strength: Able to build trust with advisors and teams while maintaining clear operational boundaries.
• Builder mindset: Comfortable creating structure where it does not yet exist.
• Judgment: Knows when to solve directly, when to escalate, and how to communicate without creating additional noise.
• Change orientation: Able to support teams through change with patience, confidence, and practical guidance.

TDS Personnel is an equal opportunity employer committed to fostering an inclusive and accessible workplace in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). Accommodations are available upon request for candidates participating in all stages of the recruitment and selection process.

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