Sr. Client Services Manger (Bilingual: English & French)

BASIC PURPOSE:

Using discretion, judgment and industry knowledge manage the business needs of the Canadian Client Service team and make recommendations and implement processes and procedure to reduce risk, enhance service, and increase effectiveness and through-put.  Ensure all compliance and regulatory matters are understood, communicated to the teams and that mechanisms are in place to ensure on-going compliance.  Manage all Canadian team transitions. Participates in or leads projects that have a broad impact on the functions within MFS’ Global Institutional Business as well as other parts of the broader organization.  Manages and leads a team of individuals dedicated to client service.

 

PRINCIPAL RESPONSIBILITIES:

  1. With a very solid understanding of MFS policies and procedures, work with the relationship and sales teams to help support the management and servicing of separate account and commingled vehicle client service and reporting platforms.
  2. Assist with ensuring Canadian based teams have the proper tools, access and training to support the unique administrative, operational, and regulatory needs of client service within the institutional business units.
  3. Serve as a resource to help drive projects, for both existing clients as well as new business opportunities; to integrate Canadian market and vehicle requirements and processes into MFS’ over all business model.  Working in a collaborative and professional manner, identify functions that can be owned by other groups and functions that should/would be owned by our team.
  4. Train and develop new team members and serve as player coach to experienced team members.
  5. Acts as a technical resource within the department.  Maintains up-to-date knowledge of market trends and compliance issues.  Understand and implement changes to regulatory disclosures.
  6. Assist with the design, implementation and maintenance of the global client service platform including client reporting (including communication mechanisms and information sharing, workflow, cross training, internal controls, etc.) based on information solicited through ongoing feedback from internal partners and the best practices in the marketplace.
  7. Work closely with internal partners e.g. GIT, Compliance, Legal, Reporting, Trading etc. to ensure smooth on-boarding and servicing of existing business.
  8. Lead the efforts to develop and maintain internal metrics and management reporting through the CRM and Reporting Tool.  Identify trends and recurring issues.  Implement long term solutions to recurring issues by facilitating productive solutions with internal constituents.
  9. Diffuse difficult situations and uses diplomacy and tact to build consensus and cooperation in all assignments.
  10. Facilitate the documentation of services for unique client requirements.  Acts as a workflow resource to members of the team.  Communicate with employees from other departments.  Lead efforts to document and maintain processes and procedures.
  11. Makes decisions regarding employment, training, development, performance appraisals and salary administration after consultation with the Managing Director of Strategic Development – Non US.
  12. Leads projects, such as the design and implementation of MFS initiatives and technology projects that will result in superior service to institutional clients, their consultants and other internal constituents.
  13. Oversees cross training of other department members to ensure that adequate coverage exists for all department responsibilities.
  14. Perform additional responsibilities as required.

 

JOB REQUIREMENTS:

  1. Bachelor’s degree required. 
  2. 10 years of relevant experience in the financial services industry.
  3. Must be fluently bilingual (English and French)
  4. Deep understanding of the Transition Management Process.
  5. Solid understanding of separate account and commingled product structure, operations and regulations in Canada.
  6. Strong leadership skills and sound business judgment
  7. Demonstrated ability to have a measurable impact on the organization.  Proven track record as a team player.
  8. Excellent verbal and written communication skills and decision-making abilities.  Ability to work well with personnel at diverse organizational levels.
  9. Extensive project and people management experience with proven ability to organize and coordinate multiple projects simultaneously and meet deadlines

 

April 19, 2013 • Tags:  • Posted in: Financial

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