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Job Description
What is the opportunity?
In this role, you will be responsible for managing and maintaining relationships with clients within Shareholder Services (SHS). You will be the key point of contact for Fund Manager's for SHS related operational escalations and inquiries. You will be a key influencer in the Clients Service Review Scoring for Shareholder Services though efforts to enhance clients' experience. In addition, you will take a team lead responsibility within the team mentoring and providing training to the Senior Client Representatives; and, other duties as assigned.
What will you do?
- Develop and maintain relationships with primary contacts within assigned client organizations on behalf of Shareholder Services and provide exceptional service contributing to the business goal of achieving a service score of 4 or higher in Service Level reviews and Client Surveys
- Act as exclusive SHS resource for Clients and their respective Client Managers and contribute to the retention of the existing Client base through effective client issue resolution
- Ensure through regular contact and participation in Client meetings that the Shareholder Services day-to-day operational model is in tune with the Clients' objectives and participate in internal client meetings representing Shareholder Services
- Develop a detailed understanding of clients' businesses to ensure SHS interacts with the clients operations effectively
- Act as the escalation point for complex client issues by providing clients with a key point of contact to resolve issues and ensure that clients receive regular updates on the progress of issue resolution
- Acts as direct liaison point between operational teams within Shareholder Services to resolve daily operational issues and as go between for Clients and Shareholder Services operational layer per SLA
- Manage all Shareholder Services communications to clients and internal customers on issue resolutions and identify opportunities for improvement s in internal/client operations and offer recommended
- Ensure the client adheres to all operational and performance procedures and advise clients of industry standards and regulatory requirements and potential risks of non-compliance
What do you need to succeed?
Must-have
- Post-secondary education, plus 2+ years' work experience in the investment industry (i.e., high level understanding of Fund Services and understanding of investment industry and client requirements
- Strong verbal and written communication skills, with client management skills and exceptional client service skills
- In depth knowledge of internal Shareholder services processes and procedures
- Understanding of risk assessment related SHS business and industry standards
- Knowledge of mutual fund industry and standards, segregated funds, hedge funds etc.
- Solid understanding of Risk Management & Compliance requirements relating to KYC & AML
Nice-to-have
- Completed or in process of obtaining IFIC
What's in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- Excellent exposure to communicate with various business partners and stakeholders in Investor Services and within other platforms as appropriate
- Opportunity to obtain hands-on experience throughout your role
- Working with an exciting, close-knit, supportive & dynamic group
- Opportunity to collaborate with other business segments within the bank
- Excellent career development and progression opportunities
- A comprehensive Total Rewards Program including bonuses and flexible benefits
- Competitive compensation
Job Skills
Active Learning, Adaptability, Communication, Customer Service, Decision Making, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Product ServicesAdditional Job Details
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