Manager, Client Onboarding

At

CWB

, we strive to build value for the people who choose us every day: our people, our clients and our investors. We do this by:
- Putting people first and building relationships with intention- Seeking out and embracing new ideas- Believing that how we do things is as important as what we do

Roles Specifications

Location : Vancouver, BC preferred

Alternate Location: Toronto, ON

Everyday flexibility. Hybrid work environments. Collaborative connections.

CWB Trust Services

Service You Can Trust®
- CWB Trust Services

offers a wide variety of trustee and custodial solutions for individuals, businesses, and institutional investors. We operate with a deep understanding of the markets where we can make valuable contributions. We have a proven reputation for comprehensive delivery of fiduciary expertise, safety of assets and dedicated service. Our philosophy is centred on providing clients with client-focused service, notable value, and tailored solutions.

The opportunity

The Manager, Client Onboarding drives the institutional client onboarding experience by developing a robust transition plan for new client onboarding to ensure a flawless experience for the client in working with all CWB Trust Services teams. This work is implemented through the delivery of developing a thorough onboarding methodology from planning to implementation, and conversion reconciliation. The Manager, Client Onboarding demonstrates sound project management skills and works closely with internal and external stakeholders. The Manager, Client Onboarding plays a key role in setting the tone for the overall client experience with CWB Trust Services by anticipating client needs and preparing the operational team to deliver with excellence.

Areas of focus

Process Alignment and Definition
- Build and implement clear critical metrics and associated measurements that track the progress and efficiency of CWBTS onboarding process.
- Leverage project management tools for supervising progress of onboarding and new contracts in the sales pipeline.
- Build and document client operational onboarding procedures

Operations Planning & Strategy
- Create and deliver clear lines of communication across the organization to optimally share information with stakeholders that achieve agile service for internal and external clients.
- Develop and implement comprehensive transition plans, processes, and tools to streamline and enhance the client onboarding experience. Assess the onboarding experience and develop action plans to address onboarding enhancements and operational efficiencies that are executable in the short and long term.
- Build a vision and business model for a Client Onboarding team with clearly defined roles and responsibilities.

Client and Stakeholder Relationships
- Serve as the main point of contact for Client Experience and Operations teams during the client onboarding process. Work closely with other managers to coordinate project resources and timelines.
- Analyze and identify operational requirements, potential risks, and client needs.
- Observe and report on the progress of client transition activities, such as identifying and mitigating any potential risks or delays.

People Leadership
- Mentor, coach, engage and support team members with active involvement in performance management, career development, talent acquisition and team engagement.
- Create and foster ongoing partnership and dialogue within CWB Trust Services teams and across the broader CWBFG to facilitate information sharing and alignment on business priorities.
- As a people leader the role is held accountable to create a work environment space for team members to feel empowered and openly share, while listening and acting on the teams’ areas of concerns. This also includes celebrating and recognizing wins and achievements to sustain a culture of accountability and CWB’s living our values.
- Demonstrate strong interpersonal skills that contribute to working effectively in a diverse working environment. Promote cooperation and commitment within the CWB Financial Group towards the attainment of common goals enabling productive group interactions.
- Continual learning and development of personal goals to remain current in industry knowledge and to fulfill CWBFG’s and the role’s succession planning goals.

Who we’re looking for & what you’ve done

Education
- Degree or equivalent experience in Business Administration or Finance or a related program.

Professional Experience
- Proven track record working for a trust company, custodian, or other financial institution with a specific focus on institutional operations and client engagement.
- Experience with project management methodologies and processes.
- Solid understanding of back-office operations, trust, and custody relationships.
- Strong working knowledge of securities processing rules, specific experience or knowledge with SWIFT, investment concepts and global settlement regimes.

Personal Compe