Head, Client Management

6 months ago

Toronto, Canada TMX Group Limited Full time

Venture outside the ordinary - TMX Careers

The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets. United as a global team, we’re connecting cross-functionally, traversing industries and geographies, moving opportunity into action, advancing global economic growth, and propelling progress. Through a rich exchange of ideas, meaningful collaboration, and a nimble operating model, we're powering some of the nation's most critical systems, fueling capital formation and innovation, bringing increased opportunity to business visionaries, product ingenuity to consumers, and career exploration to our team.

Ready to be part of the action?
- Now Hiring: Head, Client Management_

The Client Management Head is accountable for the strategic and tactical management of all client relationships within a segment of the Transfer Agency group at TSX Trust, including developing relationships with new clients. They also serve as a partner and escalation point for clients, as well as internal cross-departmental teams to ensure quality of relationships and processes. Reporting directly to the National Head, the incumbent will be responsible for client relationships through a team of Relationship Managers, implementation of new service offerings, and staff performance and development. Focuses and efforts will be on maintaining client relationships, enhancing client experience, managing business at risk, supporting a client-focused strategy, internal process improvement, and staff coaching, training and development.

The Head, Client Management will manage a team of Senior Relationship Managers and Relationship Managers who are responsible for day-to-day account management and relationship management. The incumbent will consistently demonstrate excellent team management skills and business management capabilities in order to drive successful engagements and efficient internal processes.

This role requires the incumbent to have consistent and positive communication and interaction with clients and other TSX Trust and TMX business units to ensure that client requirements and feedback translates into appropriate product and technology service evolution.

Key Accountabilities:
- Lead and mentor a team of Relationship Managers to strengthen existing client relationships, promote products and services, and develop brand awareness.- Execute on the overall client engagement strategy and account management plan with the National Head of Relationship Management and work with the Relationship Managers to implement and complete it.- Develop and strengthen business relationships with key collaborators including vendors, lawyers, and industry group- Actively participate and represent TSX Trust in market openings and closing and client events and conferences- Through regular visits and contacts with key clients, follow up with requests, manage escalations, present advantages of using the products and services offered by TSX Trust- Actively work with the National Head on Relationship Management strategic planning- Actively manage business at risk through established processes, ensuring timely identification of risk, reporting of risk and mitigating risks through active engagement and dialogue with senior leaders as needed.- Working collaboratively with the Leaders, Managers and peers across different departments to create synergy, improve processes and drive towards success on shared initiatives and projects.- Maintain close relationships and consult regularly with technology, operations, Corporate Trust, Cash Management and other internal groups to ensure the efficiency and accuracy of cross-team processes.- Effectively manage a diverse portfolio of clients with mixed complexity with competing priorities.- Strong presentation, verbal and written skills.- Provide motivation, coaching, training and developmental opportunities to ensure employees are capable of performing at or above the necessary professional standards. This includes providing expert counsel to staff for the resolution of difficult or complex issues- Accountable for hiring, performance management, promotions and salary reviews of all direct reports and ensures that all HR processes are conducted fairly, effectively and professionally- Communicate formal and informal performance feedback on a regular basis, to ensure performance is managed fairly and effectively- Communicate with staff and executives on objectives, priorities, performance targets and standards, plans, unit accomplishments, and budget reports on a regular basis

Must Have(s):
- Bachelor’s degree in Commerce, Economics, or Administration with a major in Finance, or equivalent experience- 10 plus years’ of relevant financial markets experience, preferably in Transfer Agency- Experience in People Management- Knowledge of the Canadian markets- Leadership: Lead and build a sustainable perfo

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