Associate, Client Service & Operations

Bank of Montreal

4d • Remote

About The Position

The Associate, Client Service and Operations supports the Institutional Sales team by coordinating the onboarding, ongoing servicing, and retention of institutional clients. The role serves as a primary day-to-day service contact and internal coordinator, ensuring client requirements are accurately documented, communicated, and delivered across Institutional Sales, Portfolio Management, Investment Operations, Compliance, Legal, Product, Finance, custodians, recordkeepers, and other service providers.

The associate leads servicing components of the client lifecycle, including onboarding execution, account administration, client reporting, inquiry management, service reviews, issue resolution, and account transitions. The role proactively identifies service risks, tracks commitments through completion, and provides timely client intelligence to Institutional Sales to support strong relationships, asset retention, and growth opportunities.

The position also maintains client records and audit-ready evidence, supports governance and process improvement, and follows applicable BMO policies and legal, compliance, regulatory, risk, privacy, and information-security requirements. It works independently on complex assignments involving coordination across multiple teams and supports broader Institutional Sales and Service initiatives.

Requirements

• Four to six years of relevant experience and a post-secondary degree in business, finance, economics, or a related field, or an equivalent combination of education and experience.
• Experience supporting institutional clients within asset management, investment management, pensions, custody, banking, or financial services.
• Working knowledge of institutional client onboarding, account administration, and client lifecycle management.
• Familiarity with KYC, AML, suitability, tax, legal, and regulatory documentation applicable to institutional clients.
• Experience coordinating client reporting, portfolio-review materials, fee invoices, and service requests.
• Experience with Salesforce or a comparable CRM and proficiency in Microsoft Outlook, Excel, Word, and PowerPoint.
• Client-focused approach and commitment to accurate, timely, and dependable service.
• Strong written and verbal communication skills.
• Excellent organization, prioritization, and project-coordination capabilities.
• High attention to detail, sound judgment, and disciplined escalation.
• Strong analytical, investigative, and problem-solving skills.
• Ability to translate complex operational matters into clear client communications.
• Strong collaboration and stakeholder-management skills.
• Risk and control awareness, data-driven decision-making, and a continuous-improvement mindset.
• Discretion in handling confidential client and business information.

Nice To Haves

• Canadian Securities Course or another relevant industry designation.
• Experience working with custodians, recordkeepers, investment operations teams, or outsourced service providers.

Responsibilities

• Coordinate end-to-end onboarding of institutional clients, accounts, products, and mandates, maintaining plans, checklists, dependencies, owners, approvals, target dates, and outstanding-item logs.
• Coordinate legal, AML/KYC, compliance, tax, operational, reporting, invoicing, account-opening, funding-readiness, and system-setup requirements.
• Identify risks to agreed launch dates, escalate delays, and provide status updates to clients, Institutional Sales, and internal stakeholders.
• Maintain complete, accurate, and audit-ready onboarding records and approvals.
• Serve as a primary service contact for assigned institutional clients, consultants, and authorized representatives.
• Respond to client inquiries, coordinate internal action, and track requests through resolution.
• Coordinate account information, statements, reports, invoices, contributions, withdrawals, transfers, contacts, authorized signatories, and other account-maintenance requests.
• Anticipate client needs and ensure commitments are completed within agreed timelines.
• Coordinate the preparation, quality review, and delivery of monthly, quarterly, annual, and ad hoc client reporting.
• Validate reporting recipients, delivery instructions, distribution lists, and client preferences; coordinate fee-invoice delivery and support resolution of reporting and invoicing inquiries.
• Coordinate operational and servicing matters for assigned clients, establishing issue ownership, actions, target dates, escalation points, and communication plans.
• Monitor recurring inquiries, missed commitments, reporting failures, service delays, and other indicators of potential client dissatisfaction.
• Communicate service concerns, changing needs, stakeholder changes, retention risks, and potential expansion signals to Institutional Sales.
• Support client service reviews with service metrics, open-item logs, incident summaries, remediation updates, and documented actions.
• Maintain timely and complete client records in Salesforce and other designated systems, including contacts, meeting notes, commitments, risks, issues, and actions.
• Coordinate ongoing mandate and account changes, client transitions, and account closures.
• Identify opportunities to simplify workflows, standardize templates, strengthen controls, and reduce manual handoffs or duplicate client requests.
• Support audits, control testing, regulatory inquiries, and maintenance of audit-ready evidence.
• Provide backup coverage, share knowledge, and support training of new team members.
• Adhere to applicable BMO policies and procedures and legal, compliance, regulatory, risk, privacy, and information-security requirements.
• Use judgment to identify, diagnose, escalate, and resolve problems within established authority and guidelines.
• Support broader business and strategic initiatives affecting Institutional Sales and Service; undertake other work or accountabilities as needed.

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans
• Performance-based incentives, discretionary bonuses, and other perks and rewards may be included in the total compensation package.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level