Responsibilities

• Subject matter expert and client liaison on account and online portal ID establishment and ongoing maintenance requirements.
• Trains junior or new team members as they deliver on account opening and maintenance, and online portal access requests.
• Facilitates account opening and maintenance requests for assigned portfolio of clients.
• Requests set up and maintenance of external NEXEN, PIN and Record Keeping application IDs, including related support functions (sending confirmation of ID details, updating client profile for call centre usage, liaising with client, vendors and applicable internal teams on ID set up issues/resolution).
• Acts as part of a central hub of experts and liaison between the client, legal, tax, compliance, and other operational groups to ensure all applicable regulatory, legislative and corporate requirements are adhered to in the account opening process.
• Manages and coordinates complex restructures (i.e. fund managers) through the collapsing, merging or establishment of new accounts and obtaining the applicable constating and other supporting documents.
• Manages client advocacy by finding resolutions to issues, ensuring accounts are opened in time and per plan while informing clients and other stakeholders of real or potential problems/issues.
• Establishes and maintains strong internal and external relationships to ensure that time sensitive and confidential activities are effectively managed and any impacts and status are disseminated to all stakeholders.
• Support the implementation of workflow and client self-service tools by acting as SME on the current process/controls, contemplating downstream impacts, opportunities for efficiencies, client and user experience and developing end state enhancements.
• Performs accurate tracking, monitoring and reporting out on all functions in line with set departmental KPIs.
• Minimizes operational risks by ensuring compliance with regulatory requirements and corporate and departmental policies/procedures.
• Investigates and seeks resolution to internal issues and endeavors to find solutions or escalates to the Manager as needed.
• Maintains understanding of services and the Client’s business profile as it relates to the team’s accountabilities to ensure compliance with regulatory requirements and corporate policies and procedures.
• Minimizes risk and operational losses by adhering to policies and procedures to ensure that set standards are met

Qualifications

• University or equivalent training with a concentration in business, finance or accounting
• 5+ years progressive experience in financial services operations and demonstrated client facing roles
• 2+ years’ experience in supervising staff
• Strong digital fluency skills; ability to use new and developing technology to find, evaluate, and communicate information effectively
• Demonstrated MS Office software skills (Word, Excel, SharePoint, PowerPoint, etc.)
• Effective change management and collaboration skills; ability to activate change in varied environments
• Organized, detail oriented, analytical, ability to multi-task and meet deadlines
• Excellent written and verbal communication skills
• Strong critical thinking and problem solving skills