Client Relationship Manager

**Client Relationship Manager**

**Company description**

The client relationship role is focused on facilitating and coordinating the onboarding of new clients to ensure that the process is successful, and that the new clients and key employees are supported and satisfied. The role includes a compliance component to ensure the company is following policies and advising on possible risks.

**Client Relationship**
- Build relationships with key employees and business partners
- Build relationships with new clients and maintain relationships with existing clients
- Create plans to address business needs and improve the client experience.
- Address or escalate to the relevant departments client concerns and complaints
- Develop and maintain client newsletter and co-ordinate content with departments.

**Client Onboarding**
- Document and outline the Coordinate and lead meetings with new clients and act as point of contact between new clients and key employees
- Ensure both the new clients and key employees adhere to requirements and procedures
- Draft service agreements with the use of relevant templates in accordance with fee proposals
- Review new clients’ structures and corporate documents and assess initial business risk
- Work with the operations team to ensure communication channels are working well with new clients and expectations are being properly managed
- Follow up on outstanding items and coordinate internal meetings with relevant teams to ensure items are dealt with in a timely manner
- Update key employees on the status of new clients onboarding
- Establish and maintain 30/60/90 day feedback meetings with new clients
- Work with existing clients launching new funds and products and onboard those in accordance with the prescribed procedures.

**Client Scorecard**
- Work with management to develop client scorecard
- Work with IT to develop, track and build reports
- Ensure teams complete scorecard on a prescribed basis
- Implement changes to relationship based on results of scorecard

**Business Development**
- Rollout of new services to existing clients
- ESG services, PowerBI reporting, Client portal
- Update marketing materials:

- Proposal software and content
- Website content and updates
- Lead initial sales calls and schedule demonstrations
- Help develop and implement strategy on building out family office business line

**Client Projects**
- Work with team leads to identify client projects
- Manage deliverables and timelines
- Follow up after implementation and assess performance

**Compliance Support**
- Perform background checks on relevant client-related parties.
- Update risk rating and profile for clients.
- Assist the VP Compliance with the company’s compliance program
- Assist the VP Compliance with internal and regulatory reporting requirements
- Assist the VP Compliance with the review and update of existing policies and procedures.

**Requirements and Skills**
- Experience as Client Relations Manager or background in customer service
- Industry knowledge (Fund Administration, Hedge Funds, Private Equity Funds)
- Excellent interpersonal skills
- Proficient in MS Office
- Previous experience in investor services / registrar and transfer agent with experience in implementing AML procedures is a plus
- Problem-solving aptitude with the ability to perceive, understand and interpret facts quickly and precisely
- Ability to work well with a team
- Background in fund accounting a plus
- Must be well organized and controls-driven
- Solid time management skills, the ability to multitask and see the big picture

Position type: Permanent full-time

Location: Vancouver, BC or Toronto, ON