Who we are looking for

The Relationship Management area is responsible for developing and improving the relationship with State Street's largest clients in order to understand their needs and propose appropriate solutions to the organization's business. This role interacts directly with business leaders to ensure that operations and services contracted are delivered to the agreed standards.

What you will be responsible for

As Head of Relationship Management you will:
• Have a deep understanding of institutional investors and the financial services industry in Canada
• Have a proven ability to drive C suite level engagement with clients and prospects
• Lead a Cross Sell strategy to deepen client relationships and to achieve Sales Targets
• Drive exceptional client experience across all service levels and strong client retention
• Have a proven ability to lead a team of Relationship Managers
• Have the ability to develop strong relationships across the firm
• Play a leadership role in our Sales strategy

You will lead our Relationship Management team to:
• Strengthen and deepen relationships with our clients. Deliver constant monitoring of the client's perception of the quality of our services (NPS score), partner with business leads to maintain strong focus on client service and requirements.
• Develop new business and/or product opportunities to grow our client relationships, while protecting existing revenue streams.
• Responsible for achievement of organic, incremental growth, new business committed revenue, and overall target revenue goals.
• Work closely with Sales to convey client needs, identify potential State Street solutions, outline a strategy for engagement and ultimately achieve growth in share of wallet and /or revenue for our clients.
• Drive account plans and deliver business overviews to internal stakeholders to include but not limited to pipeline, trending, and year over year analysis.
• Maintain all relevant data in SF360 including but not limited to account information, contacts, opportunities, meetings, current providers insights, and campaigns.
• Manage the negotiation and execution of client contracts.
• Employ marketing strategies that promote the full range of Company products/services through close collaboration with the various business partners. Introduce new products and service solutions to clients wherever possible.
• Drive cohesive coordination of State Street Services to our clients between client delivery, product groups, regional teams, sales staff and the client to deliver our solutions to the client.
• Serve as an escalation point for critical service issues or roadblocks. Shepherds issues through to resolution.
• Lead coordination and communication across a virtual cross functional team that consists of roles in sales, client service, operations, product, finance and others to ensure we deliver a consistent experience to the client.
• Assist with client presentation preparation, client meetings, product collaboration, RFPs and sales execution.
• Develop and report on client metrics and dashboards. Accountable for meeting assigned KPIs.
• Manage the finalization of Due Diligence Questionnaires.
• Coordinate any required or developmental communications with clients for State Street.
• Serve as the interface for compliance, regulatory, reputational matters between clients and State Street.
• Ensure client onboarding for new assets and/or risk management activities are conducted with a high degree of client satisfaction.

What we value

These skills will help you succeed in this role:
• Deep experience in Relationship Management, Sales and Client Service
• Proven ability to earn client trust and develop relationships (internal and external)
• Extensive knowledge of the Financial Services industry and the Canadian market
• Ability to gain an understanding of client business, challenges and strategic direction and subsequently articulate value proposition for new products and solutions
• Client focused mind set
• A can-do approach and creative attitude towards problem solving

Education & Preferred Qualifications
• 15+ years of total work experience preferred with 8-10 years of Financial Services experience in the Relationship Management/Sales space
• Excellent verbal and written communication skills
• Ability to effectively foster client relationships, with all levels within the client organization - from Executive Leadership to Operational points of contact
• Bachelors' degree or the equivalent. Advanced/graduate degree preferred
• Fluent in French would be beneficial