Head, Client Management

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.

Ready to be part of the action?

Now Hiring: Head, Client Management

The Client Management Head is accountable for the strategic and tactical management of all client relationships within a segment of the Transfer Agency group at TSX Trust, including developing relationships with new clients. They also serve as a partner and escalation point for clients, as well as internal cross-departmental teams to ensure quality of relationships and processes. Reporting directly to the National Head, the incumbent will be responsible for client relationships through a team of Relationship Managers, implementation of new service offerings, and staff performance and development. Focuses and efforts will be on maintaining client relationships, enhancing client experience, managing business at risk, supporting a client-focused strategy, internal process improvement, and staff coaching, training and development.
The Head, Client Management will manage a team of Senior Relationship Managers and Relationship Managers who are responsible for day-to-day account management and relationship management. The incumbent will consistently demonstrate excellent team management skills and business management capabilities in order to drive successful engagements and efficient internal processes.
This role requires the incumbent to have consistent and positive communication and interaction with clients and other TSX Trust and TMX business units to ensure that client requirements and feedback translates into appropriate product and technology service evolution.

Key Accountabilities:

• Lead and mentor a team of Relationship Managers to strengthen existing client relationships, promote products and services, and develop brand awareness.

• Execute on the overall client engagement strategy and account management plan with the National Head of Relationship Management and work with the Relationship Managers to​ implement and complete it.

• Develop and strengthen business relationships with key collaborators including vendors, lawyers, and industry group

• Actively participate and represent TSX Trust in market openings and closing and client events and conferences

• Through regular visits and contacts with key clients, follow up with requests, manage escalations, present advantages of using the products and services offered by TSX Trust

• Actively work with the National Head on Relationship Management strategic planning

• Actively manage business at risk through established processes, ensuring timely identification of risk, reporting of risk and mitigating risks through active engagement and dialogue with senior leaders as needed.

• Working collaboratively with the Leaders, Managers and peers across different departments to create synergy, improve processes and drive towards success on shared initiatives and projects.

• Maintain close relationships and consult regularly with technology, operations, Corporate Trust, Cash Management and other internal groups to ensure the efficiency and accuracy of cross-team processes.

• Effectively manage a diverse portfolio of clients with mixed complexity with competingpriorities.

• Strong presentation, verbal and written skills.

• Provide motivation, coaching, training and developmental opportunities to ensure employees are capable of performing at or above the necessary professional standards. This includes providing expert counsel to staff for the resolution of difficult or complex issues

• Accountable for hiring, performance management, promotions and salary reviews of all direct reports and ensures that all HR processes are conducted fairly, effectively and professionally

• Communicate formal and informal performance feedback on a regular basis, to ensure performance is managed fairly and effectively

• Communicate with staff and executives on objectives, priorities, performance targets andstandards, plans, unit accomplishments, and budget reports on a regular basis

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Must Have(s):

• Bachelor's degree in Commerce, Economics, or Administration with a major in Finance, or equivalent experience

• 10 plus years' of relevant financial markets experience, preferably in Transfer Agency

• Experience in People Management

• Knowledge of the Canadian markets​

• Leadership: Lead and build a sustainable performance culture and talent in an adaptive organization. Must be a change agent and lead teams through evolving business models

• Success in building trust and maintaining long-term and collaborative relationships with internal and external stakeholders

• Ability to collect and analyze data, draw conclusions, and make actionable recommendations

• Demonstrated analytical and financial skills

• Passion for excellence, integrity, tenacity, resilience

• Exceptional organizational, interpersonal and client relationship skills

• Demonstrated ability to manage conflicts in a diverse workplace

• Ability to work with teams to achieve goals and meet deadlines in a fast-paced environment

• Works well under pressure and time constraints and can prioritize competing priorities appropriately

• Self-starter; motivated and ability to lead, perform and deliver with minimal direction.

• Strong negotiation and persuasion skills

• Team player

• Related Job Conditions: Standard Hours, Occasional travel for client or employee requirements

Nice Have (s):

• Canadian Securities Course an asset

• Bilingual French & English

In the market for…

Excitement - Explore emerging technology and innovation, as well as ventures and digital finance that shape the future of global markets! Experience the movement of the market while grounded in the stability of close to 200 years of success.

Connection - With site hubs in some of the world's most multicultural cities, we leverage our size and structure to create rich connections and belonging while experiencing powerful global impact through our work.

Impact - More than a platform, we use our talents to power mission-critical systems that drive global economic advancement, innovation, and growth. As well, our employee-led Team Impact spreads social good via our giving strategy.

Wellness - From empathetic leadership to a culture of flexibility and balance, we believe wellness at work creates the maximum yield and a stronger "we". Plus, with a cloud-first and hybrid workstyle, as well as generous time-off and leaves, we support a life well lived!

Growth - From a growth mindset in our work, to expansion in our business, TMX is home to action-takers energized by the achievement of ambitious growth.

Ready to enrich your career with impactful work, leaders who truly care, and the flexibility and programs to help you thrive as part of #TeamTMX ? Apply now.

TMX is committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide accommodations for applicants and employees who require it.