Customer Lead

CUBE•Toronto, ON

53d

About The Position

You'll be the face of CUBE to our clients — the single point of accountability across the entire customer relationship from first engagement through to live delivery and BAU. Working closely with teams across Client Services, Intelligence & Analytics, Technology and Operations, you'll ensure our clients consistently receive an exceptional level of service while driving real compliance outcomes for their organisations. This is a role for someone who thrives at the intersection of project delivery, client relationship management, and regulatory technology — someone equally comfortable running a complex implementation and presenting to a senior stakeholder.

Requirements

Project management and delivery of change and technology transformation within the financial sector; in particular, regulatory-driven initiatives
Exposure to Risk and Compliance based implementation projects
Strong understanding of large-scale programme delivery (Agile, DevOps, waterfall) – SCRUM qualifications would be beneficial
Experience of using agile delivery tools such as JIRA, etc
Understanding of digital transformation and capable of conveying key concepts and principles to your team and clients at multiple levels of seniority
Ability to facilitate workshops and eliciting business requirements with minimal supervision
Understanding of how to operationalise new operating models, technology and processes for the financial services sector
Prior experience working in consulting firms and /or technology vendors within financial services would be a distinct advantage
Organised and passionate about building and delivering customer-centric propositions
Ability to manage multiple stakeholder communities with varying levels of experience
Ability to lead teams and take full accountability for delivery
Ability to demonstrate strong collaboration across a wide spectrum of colleagues, including internationally. A proven track record of working with offshore teams would be a major benefit.
High level of drive, commitment to achieving solutions and ability to work under pressure
Intellectual strength / flexibility to rapidly understand complex problems, apply critical thinking, and rationalise these into workable solutions which can then be delivered
A demonstrable commitment to diversity and inclusiveness

Nice To Haves

SCRUM qualifications
Understanding of financial services regulations (e.g. MIFID II and FRTB. SFTR, EMIR, Dodd Frank, CSDR, etc)

Responsibilities

Own the end-to-end implementation lifecycle — from initial engagement and statements of work through to project delivery and BAU transition.
Build and maintain strong relationships with clients, driving engagement and ensuring satisfaction throughout the relationship.
Lead client-facing meetings and workshops on and off-site, presenting project status, demonstrating platform functionality, and managing expectations.
Proactively identify and resolve issues before they escalate, ensuring unrivalled service and retention.
Work across legal, finance, and technology functions to ensure all requirements are met for each client engagement.
Maintain and develop partner relationships to ensure clients receive a high-quality, aligned service proposition.
Be the voice of the client internally — gather requirements and feedback, and influence the product roadmap by advocating for client needs.
Perform UAT testing of client releases as required.
Continuously develop your own industry knowledge through events, webinars, and reading.