Job Number:

Category: Client Experience

Employment Type: Full Time

City: Toronto

Posting Date: June 9, 2026

Closing Date: June 23, 2026

Position Overview:

Reporting to the AVP, Client Experience and Change, the Client Change Manager is responsible for leading and directing complex client change initiatives across multiple business lines and stakeholders. This role acts as the primary liaison for clients and internal partners, ensuring that exceptional client experience is the key measure of success. The Client Change Manager navigates organizational structures, facilitates communication, and manages the end-to-end delivery of assigned changes, leveraging strong internal knowledge and a client-focused approach.

Responsibilities:
• Establish and execute activities to achieve change request outcomes.
• Lead data and change delivery for complex client-initiated requests and onboarding, applying industry and organizational best practices.
• Contribute to the development and evolution of Client Change toolkits to meet changing industry and client needs for quicker time to market.
• Apply structured change management processes and tools to deliver initiatives on time, within budget, and to desired outcomes, while identifying opportunities to optimize processes.
• Collaborate with clients and stakeholders to ensure a client-first approach and a seamless experience.
• Build productive relationships with internal teams, BNY, CIBC, vendors, and partners, developing subject matter expertise on client changes.
• Cultivate and leverage internal expertise to develop effective solutions, coordinating all activities and deliverables with key stakeholders (e.g., Operations, Client Experience, Client Account Activation Management).
• Maintain up-to-date knowledge of solution provider releases and changes.
• Ensure comprehensive requirements, playbooks, and toolkits are developed and maintained.
• Lead regular client and internal meetings/forums to communicate project milestones and schedules to stakeholders, ensuring delivery commitments are met.
• Lead all aspects of change initiatives, working closely with business and technology partners to oversee all phases of the work..
• Provide regular updates to internal and external stakeholders, lead meetings to review progress, and ensure visibility of issues and risks.
• Ensure initiatives are delivered within agreed scope, time, cost, and quality parameters.
• Develop and maintain appropriate documentation to support change initiatives.

Qualifications:
• University degree or equivalent.
• Minimum 5 years of progressive experience, with at least 3 years in structured process roles within financial services.
• Proven ability to solve complex issues, often requiring coordination of senior resources.
• Strong relationship management and stakeholder engagement skills, with the ability to build trust at all levels.
• Demonstrated ability to foster a client-first team culture.
• Effective in driving initiatives amidst ambiguity and limited information.
• Strong stakeholder management, negotiation, and conflict resolution skills.
• Knowledge of operational procedures, securities industry, and related platforms.
• Ability to build and maintain relationships with business and technology partners.
• Excellent time management, leadership, organizational, analytical, and communication skills.
• Strong business and technical acumen, with agility to learn new areas quickly.
• Effective presentation, written, and verbal communication skills.
• Exceptional problem-solving and critical-thinking abilities.
• Occasional travel

Job Specific Competencies:

- The salary band for this position ranges between $98,000 - $148,000.
- Individual pay is determined by factors such as job-related skills, market conditions, relevant experience, education, training, and internal equity.
- Please note, our recruitment process may include the use of AI-assisted tools.
-This posting is for an existing vacancy.

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