Associate, Client Service & Operations

BMO; Toronto; On-site; CAD 50,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Life insurance

Retirement savings plan

Job summary

BMO is seeking an Associate, Client Service and Operations to support the Institutional Sales team by coordinating onboarding, servicing, and retention of institutional clients. You will coordinate onboarding, account administration, and client reporting, acting as the main service contact across multiple internal teams.

The role emphasizes proactive risk identification, timely updates, and seamless service delivery.

Qualifications

• Four to six years of relevant experience in financial services.
• Experience supporting institutional clients in asset management.
• Knowledge of onboarding, account administration and lifecycle management.
• Familiarity with KYC, AML, tax, and regulatory documents.
• Experience with client reporting and invoicing processes.
• Proficiency with Salesforce and MS Office suite.

Responsibilities

• Coordinate end-to-end onboarding of institutional clients.
• Serve as primary service contact for clients and respond to inquiries.
• Prepare, review and deliver monthly/quarterly/annual client reports.
• Monitor service delivery, resolve issues, and track commitments.
• Maintain client records in Salesforce and ensure data integrity.

Skills

CRM Salesforce

Client service

Account coordination

Communication

Stakeholder management

Education

Post-secondary degree in business/finance

Tools

Salesforce

Microsoft Outlook

Excel

PowerPoint

Job description

The Associate, Client Service and Operations supports the Institutional Sales team by coordinating the onboarding, ongoing servicing, and retention of institutional clients. The role serves as a primary day-to-day service contact and internal coordinator, ensuring that client requirements are accurately documented, communicated, and delivered across Institutional Sales, Portfolio Management, Investment Operations, Compliance, Legal, Product, Finance, custodians, recordkeepers, and other service providers.

The associate leads the servicing components of the client lifecycle, including onboarding execution, account administration, client reporting, inquiry management, service reviews, issue resolution, and account transitions. The role proactively identifies service risks, tracks commitments through completion, and provides timely client intelligence to Institutional Sales to support strong relationships, asset retention, and growth opportunities.

Key Accountabilities

Client Onboarding and Implementation

• Coordinate end-to-end onboarding of new institutional clients, accounts, products, and mandates.
• Maintain onboarding plans, checklists, dependencies, owners, approvals, target dates, and outstanding-item logs.
• Coordinate legal, AML/KYC, compliance, tax, operational, reporting, invoicing, account-opening, funding-readiness, and system-setup requirements.
• Proactively identify risks to agreed launch dates, elevate delays, and provide clear status updates to clients, Institutional Sales, and internal stakeholders.
• Maintain complete, accurate, and audit-ready onboarding records and approvals in designated repositories.

Day-to-Day Client Service

• Serve as a primary service contact for assigned institutional clients, consultants, and authorized representatives.
• Respond to inquiries accurately and promptly, coordinating internal action and tracking requests through resolution.
• Coordinate account information, statements, reports, invoices, contributions, withdrawals, transfers, contacts, authorized signatories and other account-maintenance requests.
• Anticipate client needs and ensure commitments are completed within agreed timelines.

Client Reporting

• Coordinate the preparation, quality review and delivery of monthly, quarterly, annual and ad hoc client reporting.
• Validate reporting recipients, delivery instructions, distribution lists and client preferences.
• Coordinate fee-invoice delivery and support resolution of reporting and invoicing inquiries.

Service Delivery, Escalation and Retention Support

• Act as the central coordinator for operational and servicing matters affecting assigned clients.
• Establish clear issue ownership, actions, target dates, escalation points and communication plans.
• Monitor recurring inquiries, missed commitments, reporting failures, service delays and other indicators of potential client dissatisfaction.
• Communicate service concerns, changing needs, stakeholder changes, retention risks and potential expansion signals to Institutional Sales.
• Support client service reviews through service metrics, open-item logs, incident summaries, remediation updates and documented actions.

CRM, Governance and Process Improvement

• Maintain complete and timely client records in Salesforce and other designated systems, including contacts, meeting notes, commitments, risks, issues and actions.
• Coordinate ongoing mandate and account changes, client transitions and account closures.
• Identify opportunities to simplify workflows, standardize templates, strengthen controls and reduce manual handoffs or duplicate client requests.
• Support audits, control testing, regulatory inquiries and maintenance of audit-ready evidence.
• Provide backup coverage, share knowledge and support training of new team members.

Qualifications

• Four to six years of relevant experience and a post-secondary degree in business, finance, economics, or a related field , or an equivalent combination of education and experience.
• Experience supporting institutional clients within asset management, investment management, pensions, custody, banking and financial services.
• Working knowledge of institutional client onboarding, account administration and client lifecycle management.
• Familiarity with KYC, AML, suitability, tax, legal and regulatory documentation applicable to institutional clients.
• Experience coordinating client reporting, portfolio-review materials, fee invoices and service requests.
• Experience with Salesforce or a comparable CRM and proficiency in Microsoft Outlook, Excel, Word and PowerPoint.
• Canadian Securities Course or another relevant industry designation is considered an asset.
• Experience working with custodians, recordkeepers, investment operations teams or outsourced service providers is considered an asset.

Skills And Capabilities

• Client-focused mindset with a commitment to accurate, timely and dependable service.
• Strong written and verbal communication skills.
• Excellent organization, prioritization and project-coordination capabilities.
• High attention to detail, sound judgment and disciplined escalation.
• Strong analytical, investigative and problem-solving skills.
• Ability to translate complex operational matters into clear client communications.
• Strong collaboration and stakeholder-management skills.
• Risk and control awareness, data-driven decision-making and a continuous-improvement mindset.
• Discretion in handling confidential client and business information.

General Accountabilities

• Adheres to all applicable BMO policies and procedures and to all legal compliance regulatory risk privacy and information-security requirements.
• Exercises judgment to identify, diagnose, elevate and resolve problems within established authority and guidelines.
• Works independently on a range of complex assignments requiring coordination across multiple teams.
• Supports broader business and strategic initiatives affecting Institutional Sales and Service.
• Broader work or accountabilities may be assigned as needed.

Employment Statement

BMO is committed to an inclusive, equitable and accessible workplace. Employment terms, compensation, benefits, accommodation language and required corporate disclosures should be inserted from the current approved BMO posting template before publication.

Salary: $50,000.00 - $100,000.00

Pay Type: Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each others differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.