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Account Group Manager (Financial Services) in Calgary at Computershare, Inc

Date Posted: 1/23/2019

Job Snapshot

Job Description

Computershare (ASX: CPU) is a global market leader in transfer agency and share registration, employee equity plans, mortgage servicing, proxy solicitation and stakeholder communications. We also specialize in corporate trust, bankruptcy, class action and utility administration, and a range of other diversified financial and governance services. Founded in 1978, Computershare is renowned for its expertise in high integrity data management, high volume transaction processing and reconciliations, payments and stakeholder engagement. Many of the world’s leading organizations use us to streamline and maximize the value of relationships with their investors, employees, creditors and customers. Computershare is represented in all major financial markets and has over 12,000 employees worldwide.
Reporting to the General Manager, Client Services, the Account Group Manager is responsible for providing leadership and support to a team of Relationship Managers and Associate Relationship Managers. Develop a high-performance team, driven to exceed established service standards, client satisfaction ratings and achieve specific referral targets. In addition to team leadership responsibility, the Account Manager will be responsible for managing key client accounts. The Account Manager will provide exceptional service to key clients within established timeframes, promoting and assisting clients with new products and services, and meeting financial objectives related to each account.
A successful Account Group Manager is skilled at building trusted client relationships, is a client-focused problem-solver, with a passion for supporting and developing people.
Job Responsibilities: 
Team Leadership
  • Provide leadership and support to a team of Relationship Managers, Associate Relationship Managers and their client portfolios.
  • Establish and maintain an environment that encourages teamwork, high-performance and ethical behavior.
  • Monitor performance of direct reports on a continuous basis and conducts periodic performance appraisals.
  • Assess and recommend process improvement and departmental training needs.
  • Work with account group to manage client escalations, ensuring issues are resolved in a timely manner.
  • Coach, counsel, and initiate recommendations for performance management steps. Participate in the recruiting process: conduct interviews, make hiring recommendations and onboard new team members.
  • Responsible for account group financial objectives, including accounts receivables, client retention goals, profitability and client growth.
Client Management
  • Manage the relationship between Computershare and issuing companies and their shareholders in delivery of Issuer Services:
    • Responsible for managing client accounts and communicating with executive and legal counsel to provide all services as Transfer Agent and Registrar including: IPOs, Escrows, Treasury Directions, Corporate Actions and Annual Shareholder Meetings, Proxy mailings and their tabulations
    • Daily interaction with clients over-the-phone, through email and in-person
    • Respond to clients’ needs and display commitment to complete requests by providing exceptional service within established time frames
  • Build trusted client relationships to achieve portfolio retention and profitability objectives.
  • Build and maintain internal relationships to achieve delivery of registry services and meet regulatory and client requirements.
  • Build reliable working partnership with Associate Relationship Managers (ARM), including training and ongoing mentoring, to fulfill requirements of client portfolio.
  • Develop an understanding of applicable regulatory and legislative rules and procedures, including sound accounting and audit principles that impact issuing clients and their shareholders.
Skills and Experience Required:
  • Minimum of 5 years’ experience managing a client portfolio (financial, securities, insurance or legal industry preferred).
  • Minimum 3 years in a team leadership role.
  • Post-secondary degree or equivalent business experience is required.
  • Excellent interpersonal skills and a demonstrated ability to communicate diplomatically with clients, internal business partners, team members and other key stakeholders.
  • Ability to speak and make presentations both internally and externally for client and shareholder meetings.
  • Proven ability to manage and prioritize multiple projects, with strict and often conflicting deadlines, to successful outcomes.
  • Commitment to accuracy and attention to detail.
  • Strong analytical and mathematical skills.
  • Excellent written and verbal English skills.
  • Ability to learn and use multiple software programs and applications.
  • Work and travel outside of the office up to 25% of the time may be required.
At Computershare we invite you to share our vision and our commitment to excellence in everything that we do. Our people are entrepreneurial and innovative and serve our clients with precision and reliability because they count on us to deliver, every time.
Computershare sees diversity as a source of strength. The more different perspectives we have, the better equipped we’ll be to meet the demands of our diverse global customer base. We want every person who joins our team, every customer and every supplier to feel welcome. We believe in equality for everyone, regardless of age, ethnicity, gender identity, race, religion, disability or sexual orientation. That applies throughout our company, around the world with no exceptions, regardless of differences.
If you want to be part of our leading brand, please apply for this position by clicking on the apply button and following the application process.