Senior Manager, Client Service

Job Purpose:

  • Responsible for the day-to-day operations and servicing of client relationships for the Fund and Custody functions for a number of Canadian Mutual Funds, ETFs and Pooled Funds, aiding as an escalation point on client inquiries and requests
  • Assist the team coordinating services for fund/product start-up/conversions, restructures and interacting with Accounting Operations and global COE’s for the overall service delivery for their clients
  • Responsible for managing internal risk and compliance matters pertaining to assigned client relationships, as well as coordinating with applicable COE’s and Accounting Operations any required client specific reporting
  • Provides project leadership for training, designing client-specific reporting, supporting RFP activity and managing third-party administrator relationships.

Your Responsibilities:

  • Under moderate supervision, responsible for supporting AVP’s or VP’s in servicing client relationships and /or client operations
  • Ensures client issues are satisfactorily resolved by responding to and escalating as appropriate
  • Works closely with all internal business units and facilitates communication to ultimately ensure an effective operating environment
  • Works closely with senior management to keep them informed of new developments, service issues and new business opportunities
  • Provides overall project support for all client related initiatives
  • Acts as a liaison between client and internal departments (Accounting Ops, Shared Services and CoEs) to ensure successful implementation
  • Supports conversion/start-up of new client relationships into the division
  • Prepares timely and accurate reporting to clients (in conjunction with other internal teams as applicable)
  • Responsible for the day to day management and successful relationships of assigned accounts and / or managing complex daily operations and processes
  • Manage daily service delivery to meet or exceed SLA and KPI levels
  • 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
  • Provide timely and accurate weekly/monthly client reporting.  Manage report card data collection and production
  • Assist with compliance/fiduciary reviews and audits
  • Coordinate and/or trains client on using SS interfaces (i.e. myss.com)
  • Train, develop and motivate new staff
  • Complete performance appraisals
  • Provide expertise to resolve daily problems
  • Assist with new business development efforts as needed
  • Assist with presentations to potential client companies
  • Serve on committees.  Help define and implement new company initiatives
  • Perform annual risk assessments for customer accounts and alert AVP / VP of any changes that may increase State Street’s risk
  • During the course of normal day to day operation, 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.

Skills and Qualifications:

  • Business degree plus a minimum of 5 years related financial services or investment operations, fund accounting and custody experience with management responsibility
  • Good working knowledge of the regulatory requirements governing Mutual Funds, ETFs and Pooled Funds, specifically National Instrument  81-102
  • The preference of a minimum of 5 years of Fund Accounting oversight experience
  • Must possess strong leadership skills
  • Good knowledge of computer skills
  • Sound interpersonal skills
  • Experience in relationship management, strong verbal and written communications skills, and some experience with presentations desirable.

Source: for more information click here.

More Information

  • Experience 5-7 Years
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Company Information
  • Specialism ETF Issuers & Providers
  • Address Boston, US
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