Senior Client Service Manager - Canada

Location
Toronto (Region), Ontario (CA)
Salary
A competitive base salary and the potential for an annual discretionary bonus
Posted
Oct 29, 2021
Closes
Dec 28, 2021
Industry Sector
Asset Management
Certifications
CFA Charterholder
Employment Type
Full Time
Education
Bachelors

The Role

We are looking for a Senior Client Service Manager in Canada. In this role you will ensure a high level of client retention and enhance the reputation of Aviva Investors through delivery of first-class client servicing. You will also ensure a positive market perception of Aviva Investors through delivery of high level of service to investment consultants and other third-party service providers and promote a culture of client service excellence throughout the wider organisation.

Responsibilities

  • Responsible for day to day managing, servicing and developing relationships with a defined group of clients across a range of different asset classes.
  • Attends/hosts formal client meetings and due diligence visits, providing updates on fund and market performance with Investment Director/Portfolio Manager support as appropriate.
  • Owns and co-ordinates the prompt resolution of client and consultant issues, including reporting, performance, technical fund and fee billing queries.
  • Builds and maintains strong working relationships across all Aviva Investors business areas.
  • Maintains a knowledge bias towards designated products and acts as a conduit internally for general queries relating to those products.
  • Takes ownership of the client on-boarding process for both pooled and segregated mandates, liaising with internal and external parties as appropriate. Including the co-ordination and completion of legal agreements/IMAs
  • Takes lead role in the implementation of mandate and distribution agreement changes for existing clients, ensuring any amendments to agreements are formalised.
  • Provides oversight of the fee billing process, ensuring appropriate sign-off and follow-up.
  • Ensures that any potential cross-selling opportunities are shared internally for follow up
  • Records all client servicing and relationship activity promptly and accurately in the Salesforce system.

Requirements

  • A strong communicator able to listen to clients, understand their issues and deal with people at all levels.
  • Proven ability to take ownership of client queries and achieve successful resolution by influencing colleagues and third parties.
  • A strong collaborator able to build effective relationships with different business areas across Aviva Investors.
  • Good asset management industry knowledge combined with effective knowledge of operational processes.
  • Practical awareness of relevant regulatory requirements.
  • Motivated to deliver first class client service, balancing the needs of the client with those of Aviva Investors
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