Director, Client Services

Odyssey Trust Company; Calgary; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Vacation

Flex Days

Birthday Day off

Bonus Day off

Health and Dental

Life Insurance

Long Term Disability

AD&D

Employee Assistance Program

$500 Health Savings Account

RRSP Match

Job summary

Odyssey Trust Company is seeking a Director, Client Services in Calgary. You will lead client service delivery, manage inquiries from clients and shareholders, and collaborate with treasury, dividends, and onboarding teams to ensure accurate data and smooth processes.

The role emphasizes initiative, entrepreneurial mindset, and strong communication, with a focus on retention and growth through outstanding service.

Qualifications

• Experience in securities, brokerage, transfer agent or trust company is required.
• Excellent written and verbal communication skills.
• Strong organizational abilities with high accuracy and attention to detail.
• Numerical proficiency and basic calculations.
• Solution-based attitude: yes we can.
• Post-secondary education preferred.
• Proficiency with Office 365 (Excel, Word, PowerPoint, Outlook).
• Completion of Canadian Securities or similar courses preferred.

Responsibilities

• Oversee all day-to-day client service delivery for a portfolio.
• Respond to client inquiries; prepare reports and coordinate treasury orders.
• Maintain accurate client information in Odyssey systems.
• Assist with scheduling and preparing for shareholder meetings.
• Manage special share classes, corporate actions and transfers.
• Bill for services and manage client billing.
• Engage with shareholders to resolve issues and ensure retention.
• Support onboarding and client migrations with the Onboarding Team.
• Contribute to process improvements in meetings and workflows.

Skills

Securities industry experience

Communication skills

Organizational skills

Numerical proficiency

Solution-oriented

Attention to detail

Post-secondary education

Office 365

Canadian Securities courses

Education

Post-secondary education

Canadian Securities courses

Tools

Office 365

Job description

Director, Client Services

At Odyssey Trust Company, we do things differently. Our core mission is to provide peace of mind to our clients by making things simple, fast, and easy.

Odyssey is a tight-knit, solution-driven team. Our shared values, as defined by our own employees, guide us in reaching our individual and collective goals:

• We Show Up for Each Other: We are in this together! We collaborate and support each other to get results. Our employees are compensated with competitive salaries and a comprehensive benefits package.
• We Build: "Outside the box” is our playground. We’re not afraid to innovate and tackle tough problems – we’re here to disrupt the industry. Creativity and problem-solving is not reserved for the Executive team.
• We Get Stuff Done (GSD): We have a notable reputation for being exceptionally responsive. Coming up with a great idea is only part of the solution; We take great ideas and put them into action.
• We Do the Right Thing: We’re dependable, trustworthy, and proud of our professional standards.

Primary Responsibilities & Attitude

The Director, Client Services, will play a key role on our Calgary team, overseeing all aspects of client service delivery and managing inquiries from clients and their shareholders. Our business is continually evolving, and you will help us shape its growth. We’re looking for someone who is known for their work ethic, taking initiative, and considers themselves to be entrepreneurial, innovative, and likes a challenge.

You will be responsible for:

• Managing all day-to-day interactions with a portfolio of clients, including their counsel and advisors.
• Responding to client requests and inquiries promptly, including but not limited to preparing reports, reviewing and coordinating with the Treasury Desk for the processing of treasury orders in a timely manner, maintaining capital control, receipting transfer requests, coordinating with the Dividends and DRIP teams for setting up dividend payments, coordinating SEDAR+ filings, and providing audit confirmations.
• Ensuring client information is current and well-organized in Odyssey systems.
• Assisting clients in scheduling and preparing for shareholder meetings including emailing search requests, coordinating SEDAR+ filings, filing CDS notices, coordinating the mailing of meeting materials, reviewing proxy tabulations, attending meetings, and preparing scrutineer’s reports.
• Maintaining up-to-date knowledge of each client account, including special share classes, outstanding corporate actions, current Trust services or Employee Plans (managed by other departments), and specific requirements for transfers, legend removals, lost certificates, and estate processing.
• Billing for all services provided, as applicable.
• As required, managing high-level interactions with our clients’ shareholders with a focus on first point resolution.
• Maintaining a strong focus on retention and growth by delivering exceptional service.
• As required, assisting with the preparation of fee proposals and onboarding packages.
• Attending prospect calls as needed, with a focus on providing demos on Odyssey’s suite of programs.
• Collaborating with the Onboarding Team to ensure seamless client migrations, including account setup, maintaining accurate records, auditing shareholder data, sending welcome packages, and confirming all setup tasks are completed thoroughly.
• Participating in departmental and company-wide meetings and critically assessing the current processes with a focus on finding efficient and innovative solutions.

Skills and Experience

• Prior experience in securities, brokerage, transfer agent or trust company is required.
• Excellent written and verbal communication skills.
• Strong organizational abilities with a proven capacity to prioritize, multitask, and maintain a high level of accuracy and attention to detail—while working effectively both in-office and remotely.
• Comfortable working with numbers and performing basic calculations.
• Solution-based attitude, answering with “yes, we can do that for you” or “let me find a way to make this happen.”
• Attention to detail.
• Post-secondary education is preferred but not essential.
• Proficiency with Office 365 (Excel, Word, PowerPoint, Outlook), and other desktop applications.
• Completion of Canadian Securities or similar courses is preferred, but not essential.

What We Offer

• Vacation
• Flex Days
• Birthday Day off
• Bonus Day off
• Health and Dental
• Life Insurance
• Long Term Disability
• AD&D
• Employee Assistance Program
• $500 Health Savings Account
• RRSP Match

We thank all candidates for their interest; however, only those selected for an interview will be contacted. By submitting your resume, you consent to the collection, use and necessary disclosure of the personal information provided during the application and selection process.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.