Investor Services - Relationship Manager, Managing Director

State Street•Toronto, ON

About The Position

The Relationship Management area is responsible for developing and improving the relationship with State Street’s largest clients in order to understand their needs and propose appropriate solutions to the organization's business. This role interacts directly with business leaders to ensure that operations and services contracted are delivered to the agreed standards. The team you will be joining is a part of State Street Investment Services (SSIS). SSIS gives asset owners and managers access to the essential financial tools they need to deliver effective investment solutions. From core custody, accounting, fund administration and shareholder recordkeeping, to complete operations solutions and servicing for alternative assets like OTC derivatives, private equity and real estate, SSGS’ tools help our clients make better investment choices and act on growth opportunities.

Requirements

Deep experience in Relationship Management, Sales and Client Service
Proven ability to earn client trust and develop relationships (internal and external)
Extensive knowledge of the Financial Services industry and the Canadian market
Ability to gain an understanding of client business, challenges and strategic direction and subsequently articulate value proposition for new products and solutions
Client focused mind set
A can-do approach and creative attitude towards problem solving
Excellent verbal and written communication skills
Ability to effectively foster client relationships, with all levels within the client organization – from Executive Leadership to Operational points of contact

Nice To Haves

Fluent in French would be beneficial

Responsibilities

Have a deep understanding of institutional investors and the financial services industry in Canada
Have a proven ability to drive C suite level engagement with clients and prospects
Lead a Cross Sell strategy to deepen client relationships and to achieve Sales Targets
Drive exceptional client experience across all service levels and strong client retention
Have a proven ability to lead a team of Relationship Managers
Have the ability to develop strong relationships across the firm
Play a leadership role in our Sales strategy
Strengthen and deepen relationships with our clients.
Deliver constant monitoring of the client’s perception of the quality of our services (NPS score), partner with business leads to maintain strong focus on client service and requirements.
Develop new business and/or product opportunities to grow our client relationships, while protecting existing revenue streams.
Responsible for achievement of organic, incremental growth, new business committed revenue, and overall target revenue goals.
Work closely with Sales to convey client needs, identify potential State Street solutions, outline a strategy for engagement and ultimately achieve growth in share of wallet and /or revenue for our clients.
Drive account plans and deliver business overviews to internal stakeholders to include but not limited to pipeline, trending, and year over year analysis.
Maintain all relevant data in SF360 including but not limited to account information, contacts, opportunities, meetings, current providers insights, and campaigns.
Manage the negotiation and execution of client contracts.
Employ marketing strategies that promote the full range of Company products/services through close collaboration with the various business partners.
Introduce new products and service solutions to clients wherever possible.
Drive cohesive coordination of State Street Services to our clients between client delivery, product groups, regional teams, sales staff and the client to deliver our solutions to the client.
Serve as an escalation point for critical service issues or roadblocks. Shepherds issues through to resolution.
Lead coordination and communication across a virtual cross functional team that consists of roles in sales, client service, operations, product, finance and others to ensure we deliver a consistent experience to the client.
Assist with client presentation preparation, client meetings, product collaboration, RFPs and sales execution.
Develop and report on client metrics and dashboards. Accountable for meeting assigned KPIs.
Manage the finalization of Due Diligence Questionnaires.
Coordinate any required or developmental communications with clients for State Street.
Serve as the interface for compliance, regulatory, reputational matters between clients and State Street.
Ensure client onboarding for new assets and/or risk management activities are conducted with a high degree of client satisfaction.