Client Onboarding Manager, Strategic Operations Support and Client Onboarding

at  CIBC Mellon

COMPANY INFORMATION:

CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work.
We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage innovative thinking and give our employees the support and resources they need to turn great ideas into actions.
We’re always looking for talented people who can make a meaningful difference for our clients, our company and our communities. To learn more about why our employees love coming to work each day, visit www.cibcmellon.com/experience.

POSITION OVERVIEW:

Acts as the primary client relationship contact during the onboarding process for new clients and new business conversions. Accountable for the overall planning, execution, communication and status update reporting (to client and BAC) on assigned projects. Responsible for the effective, seamless and timely delivery of multiple project streams until the client is integrated across the organization with a focus on service quality, client satisfaction and a consistent client experience.Responsible for collaborating and coordinating with the client, the prior service provider, CIBC Mellon internal departments and BNY Mellon to ensure a successful event.

QUALIFICATIONS:

Specific Knowledge & Skills (not preferred or an asset)

• 5+ years progressive industry experience
• Post-secondary education with focus on finance and business
• Thorough knowledge of securities/investment industry and global markets
• Demonstrated project and time management, organizational, communication and analytical abilities
• Proven relationship management, communication and presentation skills including PowerPoint

to senior client or internal management

• Strong understanding of CIBC Mellon and BNY Mellon systems and organizational structure
• Familiarity with the service offering at CIBC Mellon
• Understanding of the service conversion process across multiple CIBC Mellon service streams
• Excellent time management and prioritization skills

• Manages client conversion events across multiple project streams, including: new client onboarding, new client conversions and new business conversions on existing clients that span across multiple service offerings
• In special circumstances, may be asked to project lead client restructuring events (if part of the onboarding transition or if it is of a large magnitude on an existing client).
• Develops a client specific project plan for each assigned onboarding event that outlines essential deliverables, timelines, priorities and milestones.
• Acts in the capacity of project lead with the client, prior service provider, internal departments and BNYM Mellon to successfully execute the transition event.
• Builds and promotes positive relationships with internal and external stakeholders, including BNYM colleagues, external service providers, prospects, clients or their prior service providers, and other internal departments to ensure that new business and their associated project plan deliverables are executed successfully.
• Develops, manages and maintains relationships with clients via meetings, phone calls and email and ensures the smooth transition to the appropriate service teams for ongoing and post-conversion administration.
• Assumes responsibility and supports the Client Onboarding team where necessary in the review and assessment of potential new client business by providing onboarding experience and subject matter expertise.
• Consults on client onboarding enhancements and identifies opportunities to develop client onboarding best practices, standardization and process improvements with internal partners.
• Collaborates in the preparation of project plans, including the development of business requirements for onboarding, system enhancements and client customization in conjunction with service teams.
• Manages and/or assists in the preparation of Requests for Proposals (RFPs) and Requests for Information (RFIs) associated with new business, attends new business presentations, participates in BAC meetings and presents status updates on assigned onboarding projects.
• Maintains updates for BAC on assigned onboarding events and projects underway.