Description
Senior Director, Shareholder Services
We are currently seeking a Senior Director, Shareholder Services to join our team. The successful candidate will be based in Calgary.
This is a senior leadership role responsible for the overall strategy, performance, and service quality of the Shareholder Services team across all our offices, including Eagan, Minnesota. You will provide direction and mentorship to the Director, Shareholder Services, and the broader team of Associates, ensuring shareholders, clients, brokerage firms, and financial institutions consistently receive accurate, efficient, and exceptional service.
You are responsible for:
• Provide vision, leadership, and strategic direction for the Shareholder Services team, ensuring alignment with organizational objectives and a commitment to service excellence, operational efficiency, continuous improvement, and employee engagement across all offices.
• Establish and maintain performance standards, service level expectations, and quality benchmarks for the team; review the Director's staff performance monitoring, coaching, and performance review process, and provide guidance on complex employee relations matters as needed.
• Own and evolve the overall service strategy and model for interactions with shareholders, clients, brokerage firms, and financial institutions, ensuring efficiency, accuracy, consistency, and an exceptional client experience across all service channels, including phone and email.
• Ensure appropriate workforce coverage and resource deployment across all operating hours to meet service level commitments and business requirements.
• Establish, monitor, and analyze key performance indicators, service levels, quality metrics, workforce trends, and client experience measures; review and present regular operational reporting to senior leadership, using data-driven insights to support decision-making and continuous improvement.
• Lead continuous improvement, process optimization, and service innovation initiatives across all locations by identifying opportunities to leverage technology, automation, and process redesign to improve operational effectiveness, scalability, employee experience, and client satisfaction.
• Act as the final escalation point for complex shareholder, client, operational, and service-related matters, ensuring resolution in line with documented procedures.
• Oversee workload distribution, resource allocation, and operational prioritization across the team. Develop workforce and capacity plans to ensure appropriate staffing levels, service coverage, and operational resilience across all locations.
• Ensure the team's ongoing adherence to compliance guidelines, regulatory requirements, and service level agreements.
• Monitor and improve shareholder service outcomes through the effective management of satisfaction, responsiveness, quality, and resolution metrics.
• Foster a high-performance, customer-focused culture that promotes employee engagement, accountability, collaboration, retention, and professional growth while reinforcing a commitment to exceptional service delivery.
• Partner with senior management on budgeting, resourcing, and department planning to support organizational growth and service excellence.
• Lead organizational change initiatives impacting Shareholder Services, ensuring effective communication, stakeholder engagement, and successful adoption of new processes, technologies, and ways of working.
• Build and maintain strong relationships with key internal and external stakeholders, including brokerage firms, financial institutions, operational teams, compliance, and other business partners to enhance service delivery and support organizational objectives.
• Establish and oversee a comprehensive in-house training and knowledge management program, ensuring procedures, documentation, reference materials, and training content remain accurate, current, and aligned with business and regulatory requirements.
• Complete other ad hoc duties or projects as requested by senior management.
Skills and Experience
• Progressive leadership experience managing large, multi-location customer service or operations teams, ideally within shareholder services, transfer agency, securities operations, financial services, or other highly regulated environments.
• Strong knowledge of the securities industry, transfer agency operations, shareholder services, and applicable regulatory and compliance requirements.
• Exceptional communication and relationship-building skills, with the ability to influence and engage employees, senior leaders, clients, and external stakeholders.
• High attention to detail and a strong focus on accuracy, compliance, and risk management.
• Demonstrated success leading process improvement, operational excellence, and service innovation initiatives that deliver measurable improvements in efficiency, scalability, service quality, and client satisfaction.
• Strong strategic planning, organization, and prioritization skills, with the ability to balance competing priorities while maintaining operational effectiveness across multiple locations.
• Strong analytical skills with experience leveraging operational, workforce, and customer experience metrics to drive decision-making and continuous improvement.
• Experience identifying and implementing technology, automation, and workflow improvements that enhance both client experience and operational efficiency.
• Proven success developing and leading high-performing teams through coaching, mentoring, succession planning, employee engagement, and retention initiatives.
• Sound judgment and discretion in handling confidential and sensitive information.
• A customer-centric, collaborative, and solutions-oriented mindset, with a passion for delivering exceptional service experiences and continuously improving how service is delivered.
What We Offer:
Paid Time Off: Vacation, Flex Days, Birthday Day off, Bonus Day
Benefits: Health and Dental, Life Insurance, Long Term Disability, AD&D, Employee Assistance Program, $500 Health Savings Account, RRSP Match.
