Why Meridian?
At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.
Factor us into your next career opportunity. We want you to grow with us and have an experience that’s different. This is a place where you can expect the unexpected.
Find our story here: About Meridian
The role: Reporting to the Manager, Wealth Sales Support, the Assistant Manager, Wealth Sales Support leads the Mutual Fund Support Representatives who provide day-to-day operational and sales-support services to Meridian Wealth Advisors, Investment Specialists, Financial Planners and business partners. The role ensures timely, accurate and consistent support, effective workload coordination, clear escalation, and positive service experiences for Advisors and Members.
The Assistant Manager translates team priorities, procedures and service expectations into disciplined daily execution. Accountabilities include people leadership, work allocation, service-level performance, quality assurance, issue resolution, process adherence, operational reporting, training and continuous improvement.
The role supports the effective management of operational, regulatory and reputational risk by reinforcing applicable securities requirements, internal policies, privacy expectations and controls. Working closely with Wealth Operations, Compliance, Operational Excellence and Advisor-facing partners, the Assistant Manager strengthens team capability, service quality, control effectiveness and readiness for change.
Key Responsibilities
Team Leadership and Workforce Coordination | 25%
- Lead, coach and support Mutual Fund Support Representatives in delivering accurate, responsive and consistent service.
- Set clear daily priorities, allocate work, balance capacity and adjust coverage based on volumes, service commitments and emerging issues.
- Conduct regular team communications, one-on-one coaching, performance discussions and development planning.
- Support recruitment, onboarding, training, cross-training, succession and workforce continuity.
- Create an inclusive, accountable and collaborative environment that encourages learning, sound judgment and continuous improvement.
Service Delivery and Advisor Support | 25%
- Oversee day-to-day mutual fund sales-support activities and ensure requests are completed within established service levels, quality standards and procedures.
- Act as an escalation point for complex, urgent or sensitive service matters, coordinating resolution with appropriate partners.
- Maintain strong working relationships with Wealth Advisors, leaders and operational partners; clarify needs, communicate status and manage expectations.
- Monitor queues, workloads, turnaround times, aged items and recurring service issues, taking timely action to protect the Advisor and Member experience.
- Ensure communications and support interactions are professional, complete and appropriate to the team’s operational mandate.
Operational Excellence, Reporting and Change | 20%
- Use operational data, quality results and team feedback to identify trends, root causes, capacity pressures and improvement opportunities.
- Maintain practical team reporting and provide clear updates on service performance, risks, issues and required decisions.
- Standardize and improve workflows, job aids, procedures and hand-offs to increase efficiency, consistency and control effectiveness.
- Support implementation and adoption of process, technology, product and policy changes, including readiness, training and post-implementation follow-up.
- Partner with Operational Excellence and other stakeholders to remove low-value work, reduce rework and strengthen end-to-end service delivery.
Risk, Compliance and Quality Assurance | 15%
- Reinforce adherence to applicable mutual fund and securities requirements, privacy obligations, internal policies, procedures and delegated authorities relevant to the team’s work.
- Maintain effective quality-assurance, supervisory and escalation practices; document and resolve exceptions in a timely manner.
- Identify operational, regulatory, conduct and reputational risks, escalating material concerns and supporting corrective action.
- Support audit, compliance review, control testing and issue-remediation activities by maintaining accurate evidence and demonstrating consistent process execution.
- Promote a strong risk culture in which employees raise concerns, verify requirements and protect Member information.
Partnership, Communication and Team Capability | 15%
- Communicate priorities, procedures, changes and performance expectations clearly and consistently.
- Provide subject matter input on mutual fund sales-support processes, service impacts and frontline operational needs.
- Coordinate with Wealth Operations, Compliance, learning, technology and business partners to resolve issues and deliver shared outcomes.
- Build team capability in service, digital tools, risk awareness, problem solving and process improvement.
- Represent the team in working groups and change initiatives, bringing forward practical insights and implementation considerations.
Key Accountabilities and Measures of Success
- Reliable service delivery against established service levels, quality standards and business priorities.
- Accurate and consistent completion of mutual fund support activities, with timely escalation and resolution of exceptions.
- Improved Advisor and Member experience through responsive, professional and knowledgeable support.
- Effective workload management, queue health, capacity planning and coverage across the team.
- Strong control execution, documentation, audit readiness and timely remediation of identified issues.
- Successful adoption of process, technology, product and policy changes.
- An engaged, capable and cross-trained team with clear accountability and development plans.
Knowledge, Skills & Abilities
- Strong people-leadership, coaching and team-development skills in a service or operations environment.
- Working knowledge of mutual fund sales-support activities, wealth operations and the Advisor service model.
- Knowledge of operational risk, internal controls, privacy, quality assurance and compliance expectations within regulated financial services.
- Ability to prioritize high-volume, deadline-sensitive work and make sound decisions when information is incomplete or issues are complex.
- Strong service orientation and the ability to build trusted relationships with Advisors, business leaders and operational partners.
- Ability to interpret procedures, identify gaps and translate requirements into clear team direction and practical execution.
- Analytical and problem-solving capability, including the ability to use service and quality data to identify trends and actions.
- Strong written and verbal communication, facilitation, conflict-resolution and escalation-management skills.
- Demonstrated ability to support change, improve workflows and encourage adoption of new tools and practices.
- High attention to detail, sound judgment, discretion and commitment to protecting Member information.
- Proficiency with Microsoft productivity tools and relevant wealth, workflow, document-management and service platforms.
- Comfort learning and adopting new digital tools, with an openness to using AI‑enabled technology to enhance productivity, accuracy, and the Member experience
Education, Experience & Qualifications
- Post-secondary education in business, finance, operations or a related discipline, or an equivalent combination of education and experience.
- Progressive experience in financial-services operations, wealth administration or mutual fund sales support, including experience leading, coaching or coordinating employees.
- Demonstrated experience managing service delivery, workloads, escalations, quality and operational performance.
- Experience applying policies, procedures, controls and regulatory requirements in a regulated environment.
- Experience supporting process improvement, technology change, training or operational readiness is an asset.
- Mutual fund industry education or registration-related knowledge relevant to the role is an asset; any required proficiency or registration is subject to Compliance and Human Resources confirmation.
- Familiarity with Meridian systems, products, policies and Advisor support practices is an asset.
- Mutual Fund license is a requirement of the role.
This role represents an existing vacancy. Internal candidates are being considered as part of our standard process.
Working Conditions
Works in a hybrid office environment with flexibility to support business needs, operational volumes, critical issues and stakeholder schedules. Occasional work outside standard hours may be required.
Salary Range: $68,800.00 to $103,200.00 CAD
Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role’s requirements may be placed higher within the range. Your recruiter will share more information about our total rewards package during the hiring process.
Office Location: Toronto Corporate Office with the ability to travel to our St. Catharines office as needed. This is a hybrid work opportunity.
Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires a minimum of one day per week in the office for purposeful meetings to collaborate, innovate, and build effective relationships with your team, your colleagues, and your leader, which is important to us.
What’s in it for you?
- We have an inclusive and collaborative working environment that encourages teamwork, creativity, curiosity, and celebrates success.
- We provide you with the tools and technology needed to delight your candidates and clients.
- You will get to work with and learn from diverse industry leaders and colleagues, who have hailed from top organizations.
- Hybrid work arrangements with in-person office time to collaborate, innovate, and build relationships with your colleagues.
- This is not your typical “corporate” job. We work hard and we have fun!
Build the Future of Banking with Us
At Meridian, we’re not just adapting to the future - we’re shaping it. We see talent as a catalyst for sustainable growth, community impact, and future-readiness. As the financial landscape evolves, we’re looking for team members who bring:
- Embedding & leveraging technology – Confidence and willingness to learn and integrate AI and emerging technologies into new ways of working. Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an asset
- Critical Thinking – The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to make decisions.
- Data Driven– Leverage data and insights to identify, prioritize and improve member experience and business efficiency.
- Curiosity & Flexibility – Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options. Continuously learn and grow.
Experience the Difference!
Meridian committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.
Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.
Please note that due to the volume of applications, only those under consideration will be contacted for an interview.
Thank you for your interest in Meridian Credit Union.
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