Client services manager Jobs in Calgary, AB

Description

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Reporting to the AVP, Private Trust and Specialized Planning, the Senior Manager, Indigenous Trust Services (ITS) provide national leadership, strategic, risk and control governance business. The role is accountable for advancing the ITS strategy, strengthening the One TD partnership model, supporting responsible fiduciary administration, and ensuring consistent execution of service, risk management, controls, and operating standards across the national ITS platform. Specific responsibilities include:

• Act as lead Wealth partner to the VP, Indigenous Banking and for the Indigenous Banking, Strategy and Community teams across the enterprise. Partner with these teams to execute a "One TD" strategy and approach with Indigenous Communities across Canada.

• Develop the Wealth Strategy (incl. Trust and Investment Management) in alignment with the Enterprise and Indigenous Banking strategy (mkt share (customer), recruitment (colleague) & Community) by engaging with key partners such as TD Asset Management.

• Provide support to the ITS team across the country on to ensure consistent service standards, sharing of learnings etc. Responsible for regular team meetings with the field.

• Provide oversight of risk, controls and governance across ITS files, including identification, escalation and remediation of operational, fiduciary, service and business risks in alignment with Private Trust standards and enterprise risk expectations.

• Build a national pipeline of opportunities and act as the lead for Wealth on all business development activities, including request for proposals in partnership with enterprise teams using a consistent One TD approach.

• Keep abreast of the competition especially for pricing and build key industry working relationships, including Centres of Influence.

• Hold debriefs after successful or not successful request for proposals to determine how to improve for the future.

• Responsible for creating tools, policies and processes to provide consistent and efficient delivery of service (e.g. standard templates for annual account reviews, tools to enable easier per capita distributions, standard client onboarding process improvements, etc.)

• Strengthen control effectiveness through the development, monitoring and continuous improvement of tools, processes, reporting routines and management disciplines that support consistent account administration, client outcomes and regulatory compliance.

• Continued evolution of service commitment standards (e.g. frequency of meetings with communities, financial education, annual reviews).

• Co-ordination of attendance and potential sponsorship / presentations at industry events (e.g. NATOA, AFOA).

• Annual budgeting for community relations, sponsorships, business development and participation at industry events.

• Identify and build a pipeline of talent to expand the ITS team.

• Develop an orientation program for new Trust Officers hired in the ITS business; continue evolution of performance expectations for the ITS Trust Officer role.

• Identify mandatory courses for ITS Trust Officers.

Education/Accreditations:

• University education or equivalent

• Trust industry or equivalent (i.e. Trustee responsibilities) experience an asset

• MBA or related accreditation is an asset

Other Qualifications/Skills/Experience:

The successful candidate must have a strong mix of the following:

• Lived experience as an Indigenous person and a commitment to support reconciliation with Indigenous peoples

• Experience working directly with or within Indigenous Communities

• Excellent communicator, both verbal and written

• Experience working with multiple departments in an organization (i.e. working effectively with partners to deliver a wholistic approach to a client)

• Experience in developing and executing on a strategy

• Demonstrated ability to execute initiatives successfully

• Strong organizational skills

• Collaborative problem-solver with exceptional critical-thinking skills; able to think through complex situations and provide recommendations for resolution.

• Comfortable in doing presentations both to clients and internally

• Demonstrated leadership skills with superior ability to make things happen through the use of impact and influence. The ability to work both as part of a team and independently to complete tasks.

• Investment understanding/experience an asset

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet