Senior Vice President of Client Services

3 weeks ago

Old Toronto, Ontario, Canada Broadridge Full time


At Broadridge, we have cultivated an environment where our primary objective is to empower individuals to achieve greater success. If you are enthusiastic about advancing your career while assisting others in their journeys, we invite you to explore opportunities with us.

The **Senior Vice President of Client Services for Enterprise Accounts** within GTO Canada is pivotal in guaranteeing the consistent provision of outstanding customer service to our Enterprise Accounts. This role necessitates proactive collaboration with diverse stakeholders to identify and fulfill customer requirements, develop innovative strategies to enhance client satisfaction, and contribute to the overall expansion of our Enterprise Accounts. We seek a dynamic leader with a proven history of spearheading successful customer service initiatives and exceptional relationship-building capabilities to drive ongoing enhancements in service standards.

Key Responsibilities:
  • Direct Client Services in a multi-client product investment management setting.
  • Establish and nurture robust relationships with Broadridge Canada's GTO enterprise clientele.
  • Engage with key stakeholders to comprehend client needs and deliver customized solutions and services.
  • Lead a team of client service professionals to ensure superior service delivery and client satisfaction.
  • Conduct comprehensive business reviews with clients, emphasizing overall performance, savings, and growth prospects.
  • Collaborate with Sales and Account Management teams to provide business support, manage expenses, generate sales leads, and define contracted service levels.
  • Formulate and execute client service strategies aimed at enhancing our Net Promoter Score (NPS).
  • Monitor and report on essential performance indicators to guarantee consistent and high-quality service delivery (e.g., SLAs, contractual obligations).
  • Stay informed about industry trends and best practices in client services, investment management, and financial services within the Canadian market.

Qualifications:
  • Bachelor's degree in business, finance, or a related discipline; MBA preferred.
  • Demonstrated success in leadership roles, building and managing high-performing teams, setting strategic direction, and overseeing daily operations.
  • Exceptional communication and interpersonal skills, fostering effective collaboration with clients, internal stakeholders, and senior leadership.
  • Extensive experience in client relationship management, retention, and satisfaction.
  • Thorough understanding of the Canadian wealth management sector, including regulatory requirements and industry trends.
  • Preference for certifications such as the Canadian Securities Course.
  • Strong problem-solving skills, with the ability to navigate complex client relationships and business challenges.
  • Proficiency in both official languages of Canada, English and French, is considered an asset.

Experience:
  • Over 15 years of extensive experience in Client Services within the Financial Services sector, particularly in Investment Management, with specializations in Retail Wealth, Wealth Management, and Capital Markets.
  • Proven ability to deliver exceptional client services in a B2B financial services context, showcasing strong relationship management and communication skills.
  • Demonstrated success in effectively operating within a global, matrixed environment, focusing on collaboration and achieving results through partnerships with North American and India-based teams.
  • Expertise in financial planning, modeling, and execution.
  • Additional experience in Enterprise Client Capacity Management within a Product Environment is a strong asset.

Skills:
  • Cross-Functional Leadership.
  • Domestic & Offshore Team Management.
  • Risk Management.
  • Client Services.
  • Operations Management.
  • Forecasting and Planning.
  • Team Building.

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