Lead, Client Services - Bilingual job at Broadridge in Toronto, ON, Canada, Vancouver, BC, Canada, QC, Canada, AB, Canada

Broadridge; Toronto; Hybrid; CAD 80.000 - 110.000; Vollzeit

Benefits dieser Stelle

Medical, dental, life and vision

RRSP with company match

Paid parental leave

Competitive vacation days

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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

Kenntnisse

Bilingual (French/English)

Client relationship building

Customer service excellence

Effective communication

Ausbildung

Canadian Securities Course

Bachelor's degree or equivalent

Microsoft Office Suite

Agentic AI

Jobbeschreibung

Lead, Client Services - Bilingual

(Hybrid)

Locations

• Toronto, ON
• Alberta - Home Office
• Quebec - Home Office
• Vancouver - 555 Burrard Street

Time type

Full time

(This opportunity is open to candidates based in Quebec, Toronto, Vancouver, or Alberta.)

Key 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

Experience

• 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
• Work efficiently in a multi-tasking environment where high attention to detail is required
• 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

Education

• Canadian Securities Course
• Bachelor's degree or equivalent
• Microsoft Office Suite
• Agentic AI

Availability

This role requires availability to work after hours and on weekends, and to participate in on-call coverage for major incidents and project implementations.

Recruitment Process

Throughout the application process, you will be required to attend interviews in person. Our recruiters will explain the interview process at each stage and answer any questions you may have.

Compensation

Salary Range: $80,000 - $110,000 CAD. Compensation may vary depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Bonus Eligible Position

Benefits

• Medical, dental, life and vision insurance.
• RRSP program with company match, paid parental leave, competitive vacation days and more.
• Medical insurance starts immediately upon hire.

Background Check Process

• Employment verification
• Education verification
• Credit inquiry
• Canadian criminal record check

Workplace Flexibility

We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible.

At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours.