Relationship Manager, Client Experience - Greater Toronto Area

Only for registered members Greater Toronto Area, Canada

2 days ago

Default job background
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, issu ...
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.


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