Client Experience Manager - 12 Month Contract

Raymond James•Vancouver, BC

4d•CA$80,000 - CA$100,000•Onsite

About The Position

As a key contributor to the Raymond James Correspondent Services (RJCS) team, this role manages the service relationship with existing Custody and Introducer clients and assists in the transition of new clients to the firm. Reporting to the VP RJCS, the Client Experience Manager contributes to the ongoing growth and development of a highly effective and efficient team. This position requires an ability to work in a unique pressure-oriented environment where inherent processing and regulatory rules and deadlines require very strong problem solving, organizational, and prioritization skills, as first-class client service is the top priority.

Requirements

Knowledge of fundamental investment concepts, practices, and procedures used in the securities industry.
Proficiency in Microsoft Office with a willingness and ability to learn new applications.
Customer service experience gained from direct, client-facing experiences.
Analytical thinking and problem-solving skills.
Strong organization, detail orientation, and prioritization skills.
Ability to work within deadlines in a high-volume and demanding environment while maintaining a high level of service and an imperative attention to detail.
Advanced face-to-face, email, videoconferencing, and telephone etiquette and relationship management skills.
Ability to work independently as well as collaboratively within a team environment.
Ability to exercise tact and discretion in the handling of confidential information.
A minimum of 5 years of related experience in the Operations or Compliance of a national investment dealer, a correspondent clearing firm, or other financial services firm.
Minimum two years in a management capacity with direct reports.
Successful completion of or willingness to complete the Canadian Securities Course (CSC).

Nice To Haves

Knowledge of Dataphile.
Proficiency in French.

Responsibilities

Act as an escalation contact for Correspondent clients, responding to inquiries regarding RJCS business processes, regulatory issues, troubleshooting, and general service matters.
Manage the RJCS relationship associate team.
Train department associates on new procedures and products.
Assist RJCS associates with escalated client requests.
Liaise with third-party vendors to manage external services as required to meet client needs and department objectives.
Adopt a lead role in new client transitions, using the Raymond James Project Management methodology.
Create new procedures.
Review and approve client-focused bulletins.
Monitor client-related control accounts and review client bulk trading and allocation processing.
Assist with project implementation.
Perform other duties as assigned.