Senior Vice President of Client Relations

4 weeks ago

Old Toronto, Ontario, Canada Broadridge Full time


At Broadridge, we foster a culture dedicated to empowering individuals to achieve greater success. If you are enthusiastic about advancing your career while supporting others, consider this opportunity.

The Vice President of Client Services for Enterprise Accounts, GTO Canada, is pivotal in guaranteeing the ongoing provision of outstanding customer service to our Enterprise Accounts. This role involves proactive collaboration with various stakeholders to discern and fulfill customer requirements, formulate innovative strategies to elevate customer 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 continuous enhancements in service standards. The Vice President will also work closely with the Account Management team to oversee daily service operations and ensure that Broadridge's commitments to our Enterprise Accounts are fulfilled.

Key Responsibilities:
  • Direct Client Services in a multi-client product investment management setting.
  • Cultivate and sustain robust relationships with Broadridge Canada's GTO enterprise clients.
  • Collaborate with key stakeholders to comprehend client needs and deliver customized solutions and services.
  • Lead a team of client services professionals to guarantee exceptional service delivery and client satisfaction.
  • Conduct comprehensive business reviews with clients, emphasizing overall performance, savings, and growth opportunities.
  • Partner with Sales and Account Management teams to provide business support, manage expenses, generate sales leads, and establish contracted service levels.
  • Develop and execute client service strategies aimed at enhancing our NPS (Net Promoter Score).
  • Monitor and report on key performance indicators to ensure consistent and high-quality service delivery (e.g., SLAs, contractual commitments).
  • 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 field; MBA preferred.
  • Proven leadership experience in building and managing high-performing teams, establishing strategic direction, and overseeing daily operations.
  • Exceptional communication and interpersonal skills, facilitating effective collaboration with clients, internal stakeholders, and senior leadership.
  • Extensive experience in client relationship management, retention, and satisfaction.
  • Comprehensive understanding of the Canadian wealth management sector, including regulatory requirements and industry trends.
  • Preference for certification 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, would be 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 track record in delivering exceptional client services within a B2B financial services context, showcasing strong relationship management and communication skills.
  • Demonstrated success in effectively operating in a global, matrixed environment, focusing on fostering collaboration and driving results through partnerships with North American and India-based teams.
  • Proficient in financial planning, modeling, and execution.
  • Additional expertise in Enterprise Client Capacity Management within a Product Environment would be regarded as 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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