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Bilingual Senior Relationship Manager, Client Experience
3 months ago
Company Information:
CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work.
We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage innovative thinking and give our employees the support and resources they need to turn great ideas into actions.
We’re always looking for talented people who can make a meaningful difference for our clients, our company and our communities. To learn more about why our employees love coming to work each day, visit www.cibcmellon.com/experience.
Position Overview:
The Senior Relationship Manager, Client Experience is the single client relationship and service lead for an assigned group of CIBC Mellon’s CGNP and CFI clients. Senior Relationship Managers are responsible for an assigned client base that is generally moderately complex e.g. clients have future growth potential, opportunity to leverage multiple products, or more complex organization/operational structures. Within the Regions, the Senior Relationship Manager may also act as the service lead on large/complex accounts for which the VP or Executive Director is the primary relationship owner.
As the primary contact, the Senior Relationship Manager interfaces with service delivery teams to ensure overall client satisfaction and retention. Clients’ needs and solutions are moderately complex and solutions require some customization. The Senior Relationship Manager is responsible for developing and enhancing the client relationship while retaining a focus on revenue generation across the assigned client base.
Responsibilities:
Account Planning- Develops account plans for priority accounts based on comprehensive knowledge of the client’s business and priorities to increase wallet share.
- Establishes a call plan based on a thorough review of each clients’ profile, priorities and opportunities to expand wallet share and/or profitability.
Relationship Management
- Develops and maintains contact with clients on a regular basis via face to face meetings, phone calls and email to strengthen the relationship and ensure adequate client coverage.
- Identifies industry trends and issues and monitors the competitive landscape to proactively anticipate potential needs, issues or concerns based on knowledge of the client.
- Provides information to clients on a timely basis regarding industry news, company initiatives, services, products and upcoming changes to policies, processes and technology.
- Reviews client inquiry activity and service performance to proactively develop action plans that promote use of technology and self-service and reduce inquiry volumes.
- Analyzes escalated operational issues and partners with stakeholders to resolve those escalated issues.
- Monitors client service delivery to ensure adherence to CIBC Mellon’s policies and governance requirements and manage risk.
Service Delivery
- Partners with the respective segment owner to document service requirements and, where appropriate, will lead the onboarding process for accounts as required.
- Responds to client inquiries and independently resolves or partners with other stakeholders to resolve non-standard client issues based on an in-depth knowledge of CIBC Mellon’s products, systems and processes.
- Monitors deliverables, AMLKYC reviews, and other client related information to ensure operational effectiveness.
- Discusses service needs, and coordinates implementation of changes and/or customized solutions with the service delivery teams on a regular basis to ensure client expectations are met.
Business Growth and Profitability
- Maintains comprehensive knowledge of client’s business, challenges and priorities to identify opportunities for cross-selling and up-selling, and where appropriate will work with other stakeholders on the preparation of RFPs.
- Engages in meetings with key client leaders and conducts presentations to persuasively present new products and services.
- Regularly meets with key client leaders and conducts presentations to discuss/negotiate fee schedules and close opportunities, ensuring target profitability.
Qualifications:
-7 - 10 years industry experience preferably in client relationship management, service and/or sales capacity- Account planning and cross-selling skills and experience
- Comprehensive understanding of asset servicing technologies, client operations and the competitive market
- Effective interpersonal and communication skills maintain solid client relationships and coordinate with service delivery teams
- Analytical abilities to independently respond to technical client inquiries and resolve issues
- Relationship management and negotiation skills to help gain client buy-in to policy, product, pricing and technology changes.
- Action-oriented to executive on action plans and ensure delivery of excellent client service.
- Bilingual in French is required
CIBC Mellon's Values:
Get it Right Every Day: Deliver service excellence while always acting with the highest ethical standards
Put Clients at the Centre: Advocate for clients by listening, sharing knowledge, and bringing the right solutions forward
Be One Family: Challenge, empower and recognize your colleagues
Take Ownership: Speak up, speak out, and make things better
