Senior Relationship Manager

Attendance: Hybrid

Employment Category: Senior Professional

Type of Contract: Permanent

A career as a senior relationship manager in the Fund Services team at National Bank Trust means acting as a strategic client partner for investment fund managers. In this role, as the senior member of the team, you are responsible for overall client relationship management and service delivery for an assigned portfolio of investment fund manager clients across Ontario and Western Canada.

This job allows you to have a positive impact thanks to your expertise in fund servicing, client relationship management, and service governance.

Your role

• Serve as the primary point of contact for assigned clients and own the overall client experience for custody and fund servicing., while building deep, strategic insight into each client’s operating model, product offering and stakeholder ecosystem
• Lead onboarding, transitions and complex change initiatives for assigned clients

in partnership with internal teams

• Establish and drive service governance by leading strategic reviews, monitoring performance, and ensuring timely resolution of incidents and risks
• Manage escalations and lead client communications, negotiate service level agreements, and ensure strong alignment between client expectations and operational delivery
• Oversee service performance through SLAs and KPIs, identify trends, and recommend enhancements to strengthen efficiency, controls and client outcomes
• Contribute to business growth by supporting client retention, and influencing account planning and cross-selling strategies to expand
• Strengthen team capabilities by sharing expertise, providing guidance and contributing to continuous improvement, learning and knowledge development

Your team

National Bank Trust Fund Services consists of specialists who work in an agile, proactive, and collaborative manner to deliver high-quality service and continuously improve processes.

Within the Fund Services department, you are part of a dynamic team and report to the Director. Our team stands out for its client-centric mindset, collaboration, and strong expertise in investment fund operations. We aim to offer you maximum flexibility to promote your quality of life. This includes a hybrid work environment and a flexible, adaptable schedule.

The Bank values continuous development and internal mobility. Our personalized training programs, based on learning through action, allow you to master your role and develop new areas of expertise. Tools such as the Data Academy, language training, the Harvard Learning Center, and coaching and mentoring support are available to you at all times.

Requirements

• Hold a bachelor’s degree and eight years of experience in financial services, fund services, fund accounting or related environment
• Demonstrate strong experience in client relationship management within institutional or investment fund environments
• Experience managing service delivery, including SLAs, KPIs, client reporting and governance practices
• Knowledge of mutual funds, ETFs and fund servicing operations
• Ability to lead initiatives, provide supervision and contribute to training and team development activities

Your benefits

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family such as:

• Health and wellness program, including many options
• Flexible group insurance
• Generous pension plan
• Employee Share Ownership Plan
• Employee and family assistance program
• Preferential banking services
• Involvement in community initiatives
• Telemedicine service
• Virtual sleep clinic

We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We value employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication are encouraged.

Making a bold move in a people-first environment

We’re a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever possible, to provide a barrier-free and accessible environment to all employees.

We strive to provide accessibility measures throughout the recruitment process within the limits of our available resources. If you require accommodations, feel free to let us know during our initial conversations. We welcome all candidates! What can you bring to our team?

Join us!

Additional required languages: English

Skills

Coaching, Communication, Customer Relationship Management, ETFs, Fund Administration, Governance, Risk and Compliance, Key Performance Indicators, Leadership, Negotiation, Operations Management, Teamwork, Training, Initiative, Institutional Clients, Rigor