Vice President - Client Services

Broadridge; Toronto; On-site; CAD 150,000 - 250,000; Full time

Job summary

A leading company in financial services is seeking a Vice President of Client Services to enhance customer satisfaction and lead a dynamic team. This role involves strategic collaboration with stakeholders, managing client relationships, and driving service excellence in a multi-client environment. Ideal candidates will have extensive experience in investment management and a proven track record of leadership.

Qualifications

• Over 15 years of experience in Client Services within Financial Services.
• Exceptional communication and interpersonal skills.
• Comprehensive understanding of the Canadian wealth management industry.

Responsibilities

• Lead Client Services in a multi-client product investment management environment.
• Develop and maintain strong relationships with enterprise clients.
• Monitor and report on key performance indicators for service delivery.

Skills

Cross Functional Leadership

Client Services

Operations Management

Team Building

Forecasting and Planning

Education

Bachelor's degree in business, finance, or related field

MBA preferred

Certification such as the Canadian Securities Course

Job description

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

The Vice President of Client Services, Enterprise Accounts, GTO Canada, plays a crucial role in ensuring the consistent delivery of exceptional customer service to our Enterprise Accounts, leading Client Services in a multi-client product environment. This position requires proactive collaboration with various stakeholders to identify and address customer needs, devise innovative strategies to enhance customer satisfaction, and contribute to the overall growth of our Enterprise Accounts. We are looking for a dynamic leader with experience in leading successful customer service initiatives and exceptional relationship-building skills to drive continuous improvement in customer service standards. The Vice President will also collaborate closely with the Account Management team to oversee daily service operations and ensure Broadridge's commitment to our Enterprise Accounts is met.

Key Job Functions / Responsibilities

• Lead Client Services in a multi-client product investment management environment.
• Develop and maintain strong relationships with Broadridge Canada’s GTO enterprise clients
• Collaborate with key stakeholders to understand client needs and provide tailored solutions and services
• Lead a team of client services professionals to ensure exceptional service delivery and client satisfaction
• Provide comprehensive Business reviews with clients highlighting overall performance, savings and growth opportunities
• Partner with the Sales and Account Management teams to provides business support, controls expenses, provide sales leads and establish contracted service levels
• Develop and implement client service strategies that will improve our NPS (net promoter score)
• Monitor and report on key performance indicators to ensure consistent and high-quality service delivery (i.e., SLA’s, contractual commitments)
• Stay up to date on industry trends and best practices in client services, investment management, and financial services in the Canadian marketplace

Qualifications / Education :

• Bachelor's degree in business, finance, or a related field; MBA preferred
• Proven track record of leadership in building and managing high-performing teams, setting strategic direction, and overseeing day-to-day operations
• Exceptional communication and interpersonal skills, facilitating effective collaboration with clients, internal stakeholders, and senior leadership
• Extensive experience in client relationship-building, retention, and satisfaction
• Comprehensive understanding of the Canadian wealth management industry, including regulatory requirements and industry trends
• Preference for certification such as the Canadian Securities Course
• Proficient in problem-solving, with the ability to navigate complex client relationships and business challenges
• Proficient in both Canadian official languages English and French would be considered an asset

Experience :

• Over 15 years of extensive experience in Client Services within the Financial Services industry, particularly in Investment Management. Specializations include Retail Wealth, Wealth Management, and Capital Markets
• Proven track record in delivering exceptional client services within a B2B financial services setting, showcasing strong relationship management and communication skills
• Demonstrated success in working effectively in a global, matrixed environment, with a focus on fostering collaboration and driving results through partnerships with North American and India based teams
• Proficient in financial planning, modeling, and execution
• Additional expertise in Enterprise Client Capacity Management within a Product Environment would be considered a strong asset

Skills :

• Cross Functional Leadership
• Domestic & Offshore Team Management
• Client Services
• Operations Management
• Forecasting and Planning
• Team Building

Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS : Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.

We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates diversity in all its dimensions.