Lead, Client Services - Bilingual Job At Broadridge In Toronto, On, Canada, Vancouver, Bc, Canada, Q

Lead, Client Services - Bilingual
(Hybrid)Locations
Toronto, ONAlberta - Home OfficeQuebec - Home OfficeVancouver - 555 Burrard StreetTime type
Full time(This opportunity is open to candidates based in Quebec, Toronto, Vancouver, or Alberta.)Key Responsibilities
Serve as a primary point of contact for our large financial services clients, maintaining regular communication and ensuring client satisfaction.Work closely with internal teams to ensure client inquiries are addressed in a timely manner and with completeness.Conduct periodic business reviews to assess client satisfaction and align on goals, strategies, and success measures.Ensure understanding of clients business needs and goals for alignment.Client focal point for problem management, change management and client requests for services.Work closely with clients to build product knowledge, demonstrate best practices, increase feature adoption, and support retention.Reporting of contracted Service Level Agreements and incident updates.Partner with Product and Delivery teams to coordinate successful project implementations/changes.Guide clients through releases and changes.Lead group demonstrations that increase client awareness and understanding of our tools and offerings.Support Enterprise Customer Success Partners with day-to-day activities, including troubleshooting, remediation, research, reporting, and other requests.Analyze product usage data, identify trends, and share actionable insights that will help internal teams and clients.Identify opportunities to expand product usage in ways that align with client needs and business objectives.Represent the client's perspective internally, help improve the product experience, and communicate updates effectively.Respond to client questions and issues in a timely manner, partnering with Support and technical teams as needed.Report customer success milestones and achievements to internal stakeholders.Find creative ways to improve processes/communicationActively seek ways for automation of current processes to improve responsiveness including the use of Agentic AIExperience
At least 5 years of bilingual (French and English) experience in a customer-facing role focused on customer serviceExperience building client relationships and acting as a business partner and trusted advisorExperience with financial services technology and productsHigh level understanding of Canadian taxation and various tax slipsWork efficiently in a multi-tasking environment where high attention to detail is requiredStrong written and verbal communication in French and English, time management, and client relationship skillsAbility to manage multiple priorities, solve problems, and work with strong attention to detail and analytical rigorEducation
Canadian Securities CourseBachelor's degree or equivalentMicrosoft Office SuiteAgentic AIAvailability
This role requires availability to work after hours and on weekends, and to participate in on-call coverage for major incidents and project implementations.Recruitment Process
Throughout the application process, you will be required to attend interviews in person. Our recruiters will explain the interview process at each stage and answer any questions you may have.Compensation
Salary Range: $80,000 - $110,000 CAD. Compensation may vary depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.Bonus Eligible PositionBenefits
Medical, dental, life and vision insurance.RRSP program with company match, paid parental leave, competitive vacation days and more.Medical insurance starts immediately upon hire.Background Check Process
Employment verificationEducation verificationCredit inquiryCanadian criminal record checkWorkplace 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.
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