Relationship Executive, Relationship Management

2 months ago

Toronto, Canada CIBC Mellon Full time

**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 Relationship Executive is responsible for developing, sustaining and growing the relationship for a select group of CIBC Mellon’s large/complex clients within asset owner/manager segment. As the primary client lead, the focus of the RE is to identify cross-sell and up-sell opportunities to increase wallet share based on an understanding of the client’s priorities and initiatives. Clients are complex and generally require customized solutions. The RE also partners with the Business Executive (where applicable) and the Service Director to enhance client satisfaction and protect profitability while ensuring excellent service delivery across the assigned client base.

**Responsibilities**:
Account Planning
- Develops 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.
- Establishes Call Plan based on review of client profile, priorities and opportunities to expand wallet share and/or profitability.

Relationship Management
- Partners with the Service Director to oversee delivery of service and obtain broad insights into service performance and opportunities.
- Leads client reviews to discuss service performance and SLAs, trends, priorities and upcoming initiatives.
- Advocates for the client by leveraging internal experts within CIBC Mellon’s operational functions to ensure client service expectations are met, resolving and assessing identified issues/concerns, and championing efficiency opportunities within the client’s organization.
- Identifies industry trends and issues and monitors the competitive landscape to proactively anticipate potential needs, issues or concerns based on knowledge of the client.
- Monitors client service delivery to ensure adherence to CIBC Mellon’s policies and manage risk.

Business Growth and Profitability
- Supports the Business Executive in managing the client P&L by tracking revenue and profitability and negotiating fees.
- Frequently engages in meetings with key client leaders and conducts presentations to persuasively present new products and services.
- Executes on strategic account plans including identifying and closing opportunities to achieve target profitability and grow the business through cross-selling and up-selling.

**Qualifications**:

- 10 years industry experience preferably in a relationship management capacity
- In-depth industry knowledge and understanding of market issues, trends, and competitive environment
- Proven interpersonal and communication skills to rapidly develop rapport with senior client leaders and develop and conduct client presentations
- Analytical abilities to distill industry, product, market and client knowledge into prioritized action plans based on client needs
- 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.

**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

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