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Executive Director of Client Services

2 months ago

Toronto, Ontario, Canada Broadridge Full time
About the Role

We are seeking a highly experienced and skilled professional to lead our Client Services team in a multi-client product environment. As the Executive Director of Client Services, you will play a crucial role in ensuring the consistent delivery of exceptional customer service to our Enterprise Accounts.

Key Responsibilities
  • Lead Client Services in a multi-client product investment management environment.
  • Lead a team of client services professionals to ensure exceptional service delivery and client satisfaction.
  • Provide comprehensive Business reviews with clients highlighting overall performance, savings, and growth opportunities.
  • Partner with the Sales and Account Management teams to provide business support, control expenses, provide sales leads, and establish contracted service levels.
  • Develop and implement client service strategies that will improve our NPS (net promoter score).
  • Monitor and report on key performance indicators to ensure consistent and high-quality service delivery.
Requirements
  • Bachelor's degree in business, finance, or a related field; MBA preferred.
  • Proven track record of leadership in building and managing high-performing teams, setting strategic direction, and overseeing day-to-day operations.
  • Exceptional communication and interpersonal skills, facilitating effective collaboration with clients, internal stakeholders, and senior leadership.
  • Extensive experience in client relationship-building, retention, and satisfaction.
  • Comprehensive understanding of the Canadian wealth management industry, including regulatory requirements and industry trends.
  • Proficient in both Canadian official languages English and French would be considered an asset.
  • Over 15 years of extensive experience in Client Services within the Financial Services industry, particularly in Investment Management.
Preferred Qualifications
  • Additional expertise in Enterprise Client Capacity Management within a Product Environment would be considered a strong asset.
  • Domestic & Offshore Team Management.
  • Risk Management.
  • Client Services.
  • Operations Management.
  • Forecasting and Planning.
  • Team Building.