Bilingual Client Services Lead - Hybrid

Broadridge; Toronto; Hybrid; CAD 80,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, life and vision

RRSP with company match

Paid parental leave

Competitive vacation days

Job summary

Broadridge is seeking a Lead, Client Services - Bilingual to manage and grow relationships with major financial services clients across Canada. The role requires bilingual English/French communication and a strong ability to coordinate across Product and Delivery teams in a hybrid Toronto/remote environment.

Responsibilities include client onboarding, issue resolution, business reviews, SLA reporting, and driving product adoption while ensuring satisfaction and retention.

Qualifications

• At least 5 years of bilingual (French and English) experience in a customer-facing role focused on customer service.
• Experience building client relationships and acting as a business partner and trusted advisor.
• Experience with financial services technology and products.
• High level understanding of Canadian taxation and various tax slips.
• Strong written and verbal communication in French and English, time management, and client relationship skills.
• Ability to manage multiple priorities, solve problems, and work with strong attention to detail and analytical rigor.

Responsibilities

• Serve as a primary point of contact for our large financial services clients, maintaining regular communication and ensuring client satisfaction.
• Work closely with internal teams to ensure client inquiries are addressed in a timely manner and with completeness.
• Conduct periodic business reviews to assess client satisfaction and align on goals, strategies, and success measures.
• Ensure understanding of clients business needs and goals for alignment.
• Client focal point for problem management, change management and client requests for services.
• Work closely with clients to build product knowledge, demonstrate best practices, increase feature adoption, and support retention.
• Reporting of contracted Service Level Agreements and incident updates.
• Partner with Product and Delivery teams to coordinate successful project implementations/changes.
• Guide clients through releases and changes.
• Lead group demonstrations that increase client awareness and understanding of our tools and offerings.
• Support Enterprise Customer Success Partners with day-to-day activities, including troubleshooting, remediation, research, reporting, and other requests.
• Analyze product usage data, identify trends, and share actionable insights that will help internal teams and clients.
• Identify opportunities to expand product usage in ways that align with client needs and business objectives.
• Represent the client's perspective internally, help improve the product experience, and communicate updates effectively.
• Respond to client questions and issues in a timely manner, partnering with Support and technical teams as needed.
• Report customer success milestones and achievements to internal stakeholders.
• Find creative ways to improve processes/communication
• Actively seek ways for automation of current processes to improve responsiveness including the use of Agentic AI

Skills

Bilingual (French/English)

Client relationship building

Customer service excellence

Effective communication

Education

Canadian Securities Course

Bachelor's degree or equivalent

Microsoft Office Suite

Agentic AI

Job description

Broadridge is seeking a Lead, Client Services - Bilingual to manage and grow relationships with major financial services clients across Canada. The role requires bilingual English/French communication and a strong ability to coordinate across Product and Delivery teams in a hybrid Toronto/remote environment.

Responsibilities include client onboarding, issue resolution, business reviews, SLA reporting, and driving product adoption while ensuring satisfaction and retention.