Director, Account Management
City : Vancouver - 555 Burrard Street
Category : Associate
Industry : Financial Technology
Employer : Broadridge Financial Solutions
The Director, Account Management will be responsible for managing the overall relationship of specific accounts, helping clients achieve their business goals, and take maximum advantage of the products, services, and resources offered by Broadridge Financial Solutions. The Director will partner with clients to understand their needs and develop Broadridge strategic account plans to meet and service those needs going forward. The Director will work within the Broadridge organization and across the Broadridge matrix to resolve client issues to ensure excellence in service delivery. The Director will also serve as the client’s advocate within Broadridge.
Key Job Functions/Responsibilities:
Client Relationship Management
Establish and maintain relationships with senior client executives
Cultivate relationships at a high level
Build and foster additional relationships across all areas of the firm (Operations, IT, compliance, risk, etc.) across all products
Solidify existing relationship
Meet with client’s senior management team on a regular basis to understand their business needs and to provide updates on our strategic initiatives
Communicate changes in the business environment to management at all levels where appropriate. These changes may occur at either the client or Broadridge.
Prepare/execute annual client strategic plans
Crisis Management
Motivate, train, discipline, coach, counsel
Manage Client Projects
Meet with all clients on a regular basis to address all open projects,
Meet with all clients to ascertain if Broadridge is meeting service expectations and address any downfalls
Product Sales (Value Added Products – VAP’s)
Identify and close additional revenue opportunities within existing client base
Introduce new products and services to existing clients to increase their operational efficiency
Conduct and coordinate product presentations when/where necessary
Negotiate pricing on product sales
Finalize all the appropriate documents in conjunction with Legal and Finance
Work closely with our Sales Team to identify revenue opportunities
Service Negotiations
Work with Finance and Legal on preparation of all pricing proposals and legal documents
Ensure service proposals meet Broadridge policy
Project Management
Analyze client business initiatives and determine action plan (may be part of strategic plan)
Oversee the project to ensure BR meets/exceeds all key milestones and expectations
Facilitate the initial project kickoff and help obtain the proper resources to accomplish goal
Conduct and coordinate both internal and client update sessions
Steering Committee/Subcommittees
Work with Executive Administration and assist in the managing of the quarterly Steering Committee and Subcommittees (Agenda, Guest Speakers, Minutes, Logistics, Presentations and Follow-up)
Conduct Client Satisfaction Surveys
Manage all aspects of the Client Survey (launch, prepare survey materials for distribution, tabulate results, etc.)
Review survey results with the client
Work with all areas of the organization to prepare survey response to all clients based on their feedback
Prepare action plans / Review action plans with client where applicable
Metrics
Establish a standard monthly set of firm wide metrics
Deliver monthly metrics to clients (MOR)
Review metrics with client on a monthly basis
Modify metrics as needed to address the changing conditions
Action plans (part of survey action plans) to remedy poor performing areas with updates monthly on current status
Account Receivables
Resolve discrepancies
Invoices reviewed for accuracy prior to client receiving the invoice
Perform contract review annually to ensure Broadridge is capturing revenue for service performed
Leadership
Set positive example
Motivate, train, discipline, coach, counsel
In conjunction with HR, conduct interviews for new hires
Basic Skill Level Requirements
Education:
University Degree, MBA an asset, or equivalent experience.
Experience:
10 years of Account Management experience within the Financial Industry, and a strong understanding of the Financial Industry.
Communication Skills/Skills:
Excellent written and verbal communication skills.
Strong interpersonal skills with the ability to build positive business relationships.
Proficient with Microsoft Excel & Word and knowledge of Access would be a definite asset.
Possess well-developed negotiation/facilitation skills.
Innovative thinker with proven problem solving skills.
Strong planning, organizing and prioritizing ability.
Proven track record of providing World Class Service.
Self-starter with ability to work with minimal supervision.
Recruitment Process
COVID-19 has accelerated change across our workplace, including our hiring practices. As a result, throughout your application process, you may be asked to connect with us virtually, and may not be required to meet in-person. Our recruiters will explain how virtual interviews will be held throughout the recruitment process, and they will be able to answer any questions you might have.
Workplace Flexibility
We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible.
At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours.
Accessibility & Accommodation
Broadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodations during the recruitment process, please notify our recruitment team.
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