Manager, Client Services

Toronto, ON
$90,000-135,000 per year
Permanent
Full-time

2 days ago

Job Category: Client ManagementJob Description:Manager, Client ServicesLocation: Toronto,Ontario - HybridIn this position, you'll be based in the Toronto office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex. Your working hours will be 37.5 hours a week, Monday to FridayWe give you a world of potentialComputershare Investor Services is the division within Computershare responsible for providing Transfer Agent Services to Corporate clients as well as their shareholders.The Manager role is expected to work collaboratively across business lines throughout the organization to deliver diverse product & service solutions to Clients.Reporting to the General Manager, Issuer Services, the Manager is responsible for overseeing a team comprised of Relationship Managers (RMs), Senior Associate Relationship Managers (SARM), and Associate Relationship Managers (ARMs).A role you will loveThe Manager role operates within this division by leading a team of Relationship Managers, Senior Associate Relationship Managers and Associate Relationship Managers with the below key responsibilities to manage.

Ensure Service Level agreements are met and client satisfaction is maintained
Has an in market presence by facilitating and attending industry events
Balance the needs of the client and Computershare in terms of services and revenue
Responsible for the handling of Client escalations through working with the Issuer Services team to ensure issues are resolved in a timely manner
Provides leadership and support to a team of RMs, SARMs, and ARMs
Contributes to recruitment process - conducts interviews and assists in selection of final candidates
Evaluates training needs, makes recommendations to the General Managers regarding appropriate courses
Identifies areas of revenue leakage and escalates to the General Managers
Ensures appropriate Client record retention
Oversees and delegates work to ensure efficiencies are met
Manages Account Receivables to achieve financial objectives
Monitors performance of direct reports on continuous basis and conducts appraisals
Assesses and recommends departmental needs
Coaches, counsels and initiates recommendations for performance management
Establish and maintain an environment that encourages teamwork and interdependence
Profitable maintenance of Clientele and for the up-sell of Issuer Services related products and services, and cross-sell of other CPU lines of business
Striving for 100% client retention, increasing profitability of client and achieving growth
Coordinates with General Manager, Finance, Legal and Sales associates where appropriate to determine the components of contract renewals
Attends annual shareholder/stockholder meetings, service calls and planning sessions
Serves as a conduit to internal business units to ensure that client feedback on services is communicated timely and opportunities to improve performance can be leveraged
Monitors revenue relative to forecast and make required adjustments
Attends applicable webinar, product training, and technical training
Other duties or tasks as assigned by the General Manager.

What will you bring to the role?We are looking for individuals to work collaboratively across business lines throughout the organization to deliver diverse product & service solutions to Clients. To be successful you will be passionate about providing a service to external stakeholders with a commitment to working as part of a team.Other key skills required for the role include:Requires a university / college degree, with 2+ years of relevant experience, or equivalent combination of education and experience.Previous experience in a management role working in a team oriented environment.The Role dimensions required for this role with measures would be:-Functional Knowledge - The Manager role requires a broad knowledge base across technical, industry, product, and client. Knowledge will be acquired through job training, peer to peer interaction, and manager guidance. Existing experience in a client or customer facing role is preferred.Business Experience - The Manger requires a good understanding of how the wider team works together to successfully achieves goals and objectives. The role holder also requires a strong working knowledge of the products and services offered to support continuous relationship development and growth.Leadership Skills - The Manager role will directly supervise or manage other staff. The role requires the ability to guide and develop both internal and external relationships. The role requires participation in client specific projects or as a supporting team member with continuous improvement development projects.Problem Solving - The Manager role requires exacting attention to detail and strong evaluative judgment skills. The role holder is expected to respond to and resolve problems by identifying and selecting solutions through the application of acquired business and technical experience and product offerings, which will be guided by clear policy and procedure.Impact - The Manager role will have direct day to day impact on Computershare's overall relationship with clients and other industry professionals. The quality of service provided will reflect on the effectiveness of the role holder, their team, and the department.Interpersonal skills - The Manager role will require well-developed communication skills to be able to provide clear verbal and/or written communication in response to client queries. Queries received will range from basic to complex. The role also requires tact and diplomacy when dealing with challenging clients, complaints, or sensitive and confidential issues. The role holder will also need to effectively communicate across teams within the same department and other business divisions.Rewards designed for youFlexible work to help you find the best balance between work and lifestyleHealth and wellbeing rewards that can be tailored to support you and your family including paid time off, observed holidays, and vacation payInvest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as wellExtra rewards ranging from recognition awards and team get togethers to helping you invest in your futureAnd more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.Computershare will use data analytics and artificial intelligence systems to help recruiters analyse and assess candidate and application information. These systems make our application and review process more efficient and assist our team in identifying candidates based on professional qualifications, skills and experience commensurate with the role applied for. All outputs from the systems are evaluated by our recruiters and are not the sole source of whether to consider a candidate for employmentCompensation. The typical base pay range for this role is $90,000 - $135,000 CAD/yearly. This base pay range is specific to Canada and may not be applicable to other locations.About Us:A company to be proud ofWe're a global leader in financial administration with over 11,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.Fairness and cultureWe're dedicated to providing you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all. For support with accommodations or adjustments during our recruitment process please visit for further information.

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