Managing Director, Client Service (Canadian Asset Managers)

Key Responsibilities

• Service Delivery & Operational Excellence Accountable for end-to-end client service performance across all Canadian asset manager clients Ensure services are delivered in line with contractual obligations, SLAs
• enterprise standards Drive standardization and scalability across service models to improve consistency and reduce operational risk Monitor and report on service performance metrics, KPIs
• client satisfaction indicators Act as a senior escalation point for systemic service issues, ensuring resolution and root cause remediation People Leadership & Talent Management Lead a team of Client Service professionals, including Vice Presidents, Assistant Vice Presidents
• Client Service Managers Build a high-performance, client-focused culture centered on accountability and continuous improvement Drive talent development, succession planning
• leadership capability within the function Ensure clear organizational structure and coverage alignment for the Canadian asset manager segment Client Coverage Partnership & Stakeholder Engagement Partner with Client Executives and Global Relationship Managers who retain client relationship ownership Support delivery of a consistent and integrated “One State Street” client experience Provide service and operational input into client strategies and account plans Engage in client governance forums and escalations, as required Governance, Risk & Control Establish and oversee service governance frameworks across the Canadian asset manager segment Ensure compliance with risk, regulatory
• control requirements Monitor operational risk trends and implement mitigation strategies Represent Client Service in governance and oversight forums Operational Alignment & Global Delivery Interface Act as key interface between Client Service and Global Delivery (GD) Ensure alignment between client expectations and operational execution Drive accountability for end-to-end service outcomes across functional teams Support global operating model alignment across products and jurisdictions Transformation & Continuous Improvement Lead service transformation initiatives to enhance client experience and operational efficiency Drive adoption of standardization, automation
• best practices Partner with Technology and Operations to modernize client servicing capabilities Shift teams toward proactive service management and continuous improvement culture Client Experience & Satisfaction Accountable for segment-level client satisfaction metrics (e.g., NPS, surveys) Identify and address systemic client service issues and pain points Ensure consistent execution of client communication and service standards Support client retention efforts through strong service performance Commercial & Capacity Support Support resource planning and capacity alignment across the client service organization Provide input into commercial discussions and service-related cost considerations Ensure service delivery model supports scalable and profitable growth Partner on new business onboarding readiness and execution Qualifications: Experience & Industry Expertise 15+ years of experience in financial services, asset servicing
• asset management, with a focus on client service, operations
• client coverage Proven experience leading client service or operational teams in complex, multi-product environments Strong understanding of Canadian asset manager clients and regulatory landscape Experience managing multi-client service portfolios or segment-level responsibilities Leadership & People Management Demonstrated success in leading large, multi-level teams, including senior leaders Strong track record in talent development, coaching
• succession planning Ability to foster a high-performance, collaborative
• accountable culture Experience managing global or cross-functional teams Client & Stakeholder Management Deep knowledge of client service models, governance frameworks
• delivery structures Strong ability to influence senior stakeholders across matrixed organizations Experience supporting executive-level client interactions and escalations Ability to translate client needs into operational solutions Operational & Strategic Capability Strong understanding of end-to-end asset servicing (custody, fund accounting, TA, middle office) Proven ability to drive operational transformation, efficiency
• standardization Experience supporting global operating model implementation and alignment initiatives Ability to balance strategic priorities with execution discipline Risk & Governance Strong knowledge of risk management, regulatory requirements
• control frameworks Experience leading governance structures and escalation frameworks Ability to identify and address systemic operational risks Leadership Attributes Strong executive presence and influencing skills Highly collaborative, with a commitment to client-first principles Analytical and solution-oriented mindset Results-driven, with a focus on measurable outcomes and continuous improvement Success Measures: Client satisfaction (NPS, survey results) SLA/KPI performance across Canadian asset manager clients Reduction in service-related escalations Service consistency and operating model efficiency Employee engagement, retention
• succession outcomes Delivery of transformation initiatives Executive Summary (for Posting Header): The Managing Director – Client Service (Canadian Asset Managers) leads service delivery excellence across a portfolio of clients, ensuring consistent performance, strong client satisfaction
• a scalable operating model.
• This role focuses on team leadership, operational performance, and cross-functional alignment, supporting a unified “One State Street” experience.
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