Relationship Manager

Venture outside the ordinary - TMX Careers

The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets. United as a global team, we’re connecting cross-functionally, traversing industries and geographies, moving opportunity into action, advancing global economic growth, and propelling progress. Through a rich exchange of ideas, meaningful collaboration, and a nimble operating model, we're powering some of the nation's most critical systems, fueling capital formation and innovation, bringing increased opportunity to business visionaries, product ingenuity to consumers, and career exploration to our team.

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The Relationship Manager is responsible for building and maintaining strong, long-lasting relationships with clients, lawyers, and other agents and ensuring a high level of customer satisfaction and retention. You will serve as the first and primary point of contact for clients, and will be responsible for understanding customer needs, our service offerings, and delivering solutions in a timely manner. The relationship manager will manage and grow relationships with clients and use effective communication, and coordinate servicing and operational activities with the appropriate departments within the organization.
Day-to-day direct interface with clients, including their counsel, advisors, custodian, and stock exchange, and oversee the administration of a portfolio of Issuer Clients.

Key Accountabilities:
Client Relationship Management:
- Manage, oversee, and build strong, long-lasting relationships with clients- Act as the main point of contact for clients, addressing their needs and resolving any issues promptly- Ensure clients receive timely and accurate information regarding products, services, and transactions- Conduct regular check-ins with clients to ensure satisfaction and identify potential areas for improvement- Attend Market Open/Close for new launches, anniversaries, celebrations, and industry conferences hosted by TSX or other Exchanges- Stay up to date on industry trends and company offerings- Manage client accounts, including updating contact information and tracking interactions- Ensure all client-related documentation is accurate, updated, and completed, including contracts, certificate of incumbency, and all AML/KYC documentation, new appointment memos, and updating Sales Force- Coordinate with client contacts, Cash Management, and Operations groups to ensure dividends/DRIPs are properly set up (Press Release, Declaration, DRIP Plans, treasury direction, etc), record dates are established, funds are delivered on time, and payment is made on the payable date- Coordinate with the operations team to ensure directions are in place, order files are set up with the custodian, and help to resolve any discrepancies- Coordinate with the issuer, operations team, stock exchange, and CDS on any corporate actions relating to name changes/consolidations/stock splits, and fund mergers, etc.- Ensure fee schedules are communicated to the finance/billing department, changes to fees are tracked and communicated to billing, and invoices are reviewed before going out to clients- Work with the Issuer or their lawyers to set up unitholder meetings (if and when applicable) in accordance with NI 54-101, coordinate printing, mail, tabulation, and scrutineering of the meeting (including virtual meetings)- Monitor and report client retention risk- Tracking and reporting incidents

Product Knowledge and Support:
- Maintain a deep understanding of the company’s products and services- Provide clients with product demonstrations, training, and support as needed- Stay up to date on industry trends and competitors to provide clients with relevant information- Attend training sessions and industry discussions hosted by internal and external- Identify opportunities to grow the client base and increase revenue through cross-selling- Develop and implement strategies to retain and expand client relationships

Must Have(s):
- A minimum of 5 years experience in the financial industry, or ETF provider, Custodian, and or transfer agency experience is preferred, not essential- Bachelor’s degree in Business, Finance or a related field is preferred- Proven experience in Relationship Management or a similar role- Strong organizational, interpersonal, and communication skills- Excellent problem-solving abilities and attention to detail-
- Ability to manage multiple clients and projects simultaneously and efficiently- Dedication to meeting the expectations and requirements of clients- Ability to work with senior officers of corporations and a strong desire to develop and maintain positive client relationships- A good working knowledge of the securities industry and capital markets- A willingness and ability to adapt to a changing environment and responsibilities- Effective at managing