Client Service - Investor Services, Officer

SML Inox; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

A leading financial services company is seeking a Client Service Manager to oversee client relationships and ensure high satisfaction levels. The role involves managing operational risks, leading a team, and coordinating services for asset management clients. Ideal candidates will possess strong leadership skills, a business degree, and extensive experience in financial operations.

Benefits

Generous medical care

Flexible work programs

Educational support

Paid volunteer days

Qualifications

• Minimum 5 years in financial services or investment operations.
• Supervisory or management experience preferred.
• Fluency in English is essential.

Responsibilities

• Manage client relationships and ensure satisfaction.
• Lead client service team and oversee operations.
• Coordinate reporting and compliance for clients.

Skills

Leadership

Interpersonal skills

Relationship management

Communication

Education

Business degree

Job description

State Street Global Delivery provides asset owners and asset managers access to financial information and tools essential for effective investment solutions. From core custody, accounting, fund administration, shareholder recordkeeping, and performance, to complete operations solutions and servicing for alternative assets like OTC derivatives, private equity, and real estate. Our services help our clients make better investment choices and generate wealth for their customers and beneficiaries.

Who we are looking for

Join our Client Service team working with our talented team of professionals to oversee day-to-day client service and manage client relationships, ensuring a high level of client satisfaction. You will act as an escalation point on client inquiries and requests. This includes the coordination of services for fund / product start-up / conversions, restructures, and interacting with all internal departments for the overall service delivery for their clients. You will be responsible for managing internal operational risk and compliance matters pertaining to assigned client relationships, as well as coordinating with internal departments for any required client-specific reporting. You will provide project leadership for training, designing client-specific reporting, and supporting RFP activity.

What you will be responsible for

• Role requires in-depth knowledge of client service and the State Street operating model. This role will service strategic and new asset manager client relationships.
• This role may involve people management responsibilities where coaching, mentoring, and involvement in the performance management process will be required.
• Participates in client visits while taking a lead in face-to-face client meetings, due diligence meetings, and monthly KPI reviews.
• Works closely with the management team to develop and implement service level agreements for new and existing clients.
• Ensures client issues are satisfactorily resolved by responding and escalating as appropriate.
• Facilitates communication between Client Operations and other business units to ensure an effective operating environment. Works with senior management keeping them informed of new developments, service issues, and new business / cross-sell opportunities.
• Prepares internal risk and compliance profiles, responds to inquiries from client auditors.
• Reviews and analyses client Profit and Loss data for reasonability and investigates identified issues.
• Provides overall project management for client and systems initiatives. Acts as a liaison between business units to ensure successful implementation. Manages internal and client expectations. Obtains required documentation, as appropriate. Designs customized client reports and provides client training.
• Coordinates activity for rendering timely reporting to clients.
• Ensures superior client satisfaction by proactively identifying client needs and potential internal issues impacting client satisfaction.
• Responsible for the day-to-day management and successful relationships of assigned accounts.
• Manage daily service delivery to meet or exceed Service Level Agreements and Key Performance Indicators.
• Manage and escalate issues related to Shared Services, Joint Ventures, and Centres of Excellence.
• Coordinate the implementation of new funds, systems, and processes. Manage client conversions and other client projects. Coordinate market entry and liquidations.
• Identify and implement consistent operational best practices.
• Develop relationships with client companies. Assess satisfaction levels.
• Assist with compliance / fiduciary reviews and audits.
• Coordinate client training on using State Street interfaces (i.e., myss.com).
• Assist with new business development efforts as needed. Make presentations to potential client companies.
• Serve on committees. Help define and implement new company initiatives.
• Perform annual risk assessments for customer accounts and alert senior management of any changes that may increase State Street risk.
• During the course of normal day-to-day operations, be responsible for identifying any unusual or potentially suspicious transaction activity and must report and / or escalate in accordance with corporate policy and guidelines detailed in relevant operating procedures.
• Other duties as assigned.

What We Value

These skills will help you succeed in this role :

• Must possess superior leadership and managerial skills.
• Sound interpersonal skills.
• Experience in relationship management, strong verbal and written communication skills, and some experience with presentations a must.
• Good knowledge of computer systems, financial operations, and related industries a plus.

Education and Preferred Qualifications

• Business degree plus a minimum of 5 years related financial services or investment operations experience, in addition to some supervisory / management experience.
• Working towards an accounting or finance designation is an asset.
• Fluent in English written and spoken is a must in order to cover international clients.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers, and asset intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading, and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance, and savings plans, among other perks. You’ll have access to flexible Work Programs to help you match your needs. Our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences, and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity, and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs, and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.