Relationship Manager

CIBC Mellon; Toronto; On-site; CAD 70,000 - 100,000; Full time

Job summary

CIBC Mellon is looking for a Client Service professional to enhance customer relationships through effective communication and analysis of industry trends. This position involves client interaction, issue resolution, and monitoring service quality to ensure excellent service delivery.

Qualifications

• 5 years industry experience in client service and/or sales capacity.
• Solid understanding of asset servicing technologies.
• Effective interpersonal and communication skills.

Responsibilities

• Develop and maintain client relationships through various communication channels.
• Analyze escalated operational issues and partner with stakeholders for resolution.
• Monitor service delivery to ensure compliance with policies.

Skills

Client service

Communication skills

Analytical abilities

Relationship management

Negotiation skills

Job description

Responsibilities

• Develops and maintains contact with clients via meetings, phone calls and email to strengthen the relationship and ensure excellent client service.
• Identifies industry trends and issues and monitors the competitive landscape to determine potential needs, issues or concerns based on general knowledge of the client.
• Provides information to clients on a timely basis regarding industry news, company initiatives, services, products and upcoming changes to policies, processes and technology.
• Reviews client inquiry activity and service performance to develop action plans that promote use of technology and self-service and reduce inquiry volumes.
• Analyzes escalated operational issues and partners with stakeholders to resolve client issues.
• Monitors client service delivery to ensure adherence to CIBC Mellon’s policies and governance requirements and manage risk..
  
  

Qualifications

• 5 years industry experience preferably in client service and/or sales capacity
• Solid understanding of asset servicing technologies, client operations and the competitive market
• Effective interpersonal and communication skills to maintain solid client relationships and coordinate with service delivery teams
• Analytical abilities to independently respond to technical client inquiries and resolve issues
• Relationship management and negotiation skills to help gain client buy-in to policy, product, pricing and technology changes.
• Action-oriented to executive on action plans and ensure delivery of excellent client service.