Senior Director of Client Services

3 weeks ago

Toronto, Ontario, Canada Broadridge Full time

At Broadridge, we're committed to empowering our associates to deliver exceptional customer service. As the Vice President of Client Services, Enterprise Accounts, GTO Canada, you'll play a pivotal role in ensuring the consistent delivery of high-quality service to our Enterprise Accounts. This position requires proactive collaboration with various stakeholders to identify and address customer needs, devise innovative strategies to enhance customer satisfaction, and contribute to the overall growth of our Enterprise Accounts.

Key Responsibilities:

  • Lead Client Services in a multi-client product investment management environment.
  • Develop and maintain strong relationships with Broadridge Canada's GTO enterprise clients.
  • Collaborate with key stakeholders to understand client needs and provide tailored solutions and services.
  • 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 (i.e., SLAs, contractual commitments).
  • Stay up to date on industry trends and best practices in client services, investment management, and financial services in the Canadian marketplace.

Qualifications/Education:

  • 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.
  • Preference for certification such as the Canadian Securities Course.
  • Proficient in problem-solving, with the ability to navigate complex client relationships and business challenges.
  • Proficient in both Canadian official languages, English and French, would be considered an asset.

Experience:

  • Over 15 years of extensive experience in Client Services within the Financial Services industry, particularly in Investment Management. Specializations include Retail Wealth, Wealth Management, and Capital Markets.
  • Proven track record in delivering exceptional client services within a B2B financial services setting, showcasing strong relationship management and communication skills.
  • Demonstrated success in working effectively in a global, matrixed environment, with a focus 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 considered a strong asset.

Skills:

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

Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.

We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates diversity in all its dimensions.

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