Client Experience Manager - 12 Month Contract
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Key skills for this role
About the Role
Raymond James is seeking a Client Experience Manager for a 12-month contract to manage service relationships with Custody and Introducer clients. The role involves leading a team, handling escalations, and assisting with new client transitions in a fast-paced financial services environment.
Key Skills for This Role
Responsibilities
- As an escalation contact for our Correspondent clients, respond 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
Requirements
- 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 management capacity with direct reports
- Successful completion of or willingness to complete the Canadian Securities Course (CSC)
- Knowledge of fundamental investment concepts, practices, and procedures used in the securities industry
- Skill in Microsoft Office with a willingness and ability to learn new applications
- Customer service skills gained from direct, client facing experiences
- Analytical thinking and problem solving
- Organization, detail orientation, and prioritization
Full Job Posting
How does the role impact the organization?
- As a key contributor to the Raymond James Correspondent Services (RJCS) team you will manage the service relationship with existing Custody and Introducer clients and assist in the transition of new clients to the firm.
- Reporting to the VP RJCS, you will contribute to the ongoing growth and development of a highly effective and efficient team.
What will your role be responsible for?
- As an escalation contact for our Correspondent clients, respond 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
- Other duties as assigned
What do we expect from you?
- Knowledge of fundamental investment concepts, practices, and procedures used in the securities industry
- Dataphile is an asset
- Skill in Microsoft Office with a willingness and ability to learn new applications
- Customer service skills gained from direct, client facing experiences
- Analytical thinking and problem solving
- Organization, detail orientation, and prioritization
- 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
- Ability to demonstrate 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
- Ability to communicate proficiently in French is an asset
Educational/Previous Experience Requirements
- 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 management capacity with direct reports
Licenses/Certifications
- Successful completion of or willingness to complete the Canadian Securities Course (CSC).
Salary Range
- CAD 80,000 100,000 annually, in addition to competitive performance bonuses/incentives.
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