Service Director, Client Experience
1 month 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.
**Position Overview**:
The Service Director, Client Experience is responsible for oversight of service delivery for large/complex clients within the GFI and/or CFI assigned client group to ensure overall service quality and client satisfaction in accordance with CIBC Mellon’s commitments, obligations, and client/market expectations. Clients are complex and generally require customized solutions.
**Responsibilities**:
Account Planning
- Acts as the voice of the client, and is responsible for sharing and documenting client concerns with all applicable stakeholders within the organization, as well as collaborating with service delivery teams in developing action plans to resolve issues
- Partners with the Relationship Executive (RE) team in developing, broadening, and strengthening the client relationship, while contributing to the achievement of CIBC Mellon’s corporate goals/objectives; must fully understand the client and their needs to develop mutually beneficial solutions, manage their expectations, communicate the client’s experience to the rest of the CIBC Mellon organization, and identify and support opportunities to increase share of wallet and ensure excellent service delivery
- Ensures overall service quality, client satisfaction, and a consistent client experience by working hand in hand with the Relationship Executive and the global service delivery teams - Monitors Service Delivery performance to ensure service commitments are met (SLAs, Dashboards, etc.)
- Makes critical decisions about servicing, and highlights opportunities for improvement and recommends enhancements to the operating model
- Monitors all operational and administrative client issues at varying levels of complexity (e.g. billing
inquiries, assisting in contract negotiations, and other documentation-related matters) - Maintains a complete understanding of client business profiles, including monitoring changes in structure, personnel, products and services, etc. and partners with the Relationship Executive in designing and proposing solutions to facilitate new business development efforts - Partners with the sales team at the onset of a potential or new relationship to understand the unique needs and requirements of the client and develop the service strategy
- Ensures that a suitable governance framework is in place, specific to their individual clients as it relates to their regulatory oversight requirements Service Management
- Determines service requirements including working with the Relationship Executive, the client and operations to identify customized solutions as required, and works with the internal teams to ensure the SLAs are updated as appropriate
- Responds to client inquiries, Escalates and manages client issues and manages complex administrative and operational issues based on in-depth knowledge of the client’s business and structure. Works with Revenue Governance to resolve billing issues & ensures new products and services are invoiced accordingly
- Contributes to the development of an account profile and annual account plan for each client that includes share of wallet details and profitability, revenue opportunities, client priorities, and potential risks
- Works with the Relationship Executive on developing Call Plans for each client and shares knowledge of client needs, inquiries and priorities
- Partners with the onboarding team, and coordinates future changes to products, services or processes by advocating for the client, leveraging internal expertise to develop effective solutions and coordinating deliverables with operations and other key stakeholders (e.g. product, technology etc.) to ensure a successful transition/implementation
- Conducts Service Reviews as mutually agreed upon with each client on an annual basis at a minimum. Coordinates Client Due Diligence meetings at client’s request in collaboration with the Relationship Executive Business Growth and Profitability
- Analyzes service related data and reporting to obtain broad insights into service performance and identify opportunities for cross-sells and service enhancements
- Partners with the Relationship Executive and/or Executive Director in designing and proposing
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