Director, Account Management (Hybrid)

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

The Director, Account Management will be responsible for managing the overall relationship of specific accounts, helping clients achieve their business goals, and take maximum advantage of the products, services, and resources offered by Broadridge Financial Solutions. The Director will partner with clients to understand their needs and develop Broadridge strategic account plans to meet and service those needs going forward. The Director will work within the Broadridge organization and across the Broadridge matrix to resolve client issues to ensure excellence in service delivery. The Director will also serve as the client’s advocate within Broadridge.

Key Job Functions/Responsibilities

Client Relationship Management

• Establish and maintain relationships with senior client executives

• Cultivate relationships at a high level

• Build and foster additional relationships across all areas of the firm (Operations, IT, compliance, risk, etc.) across all products

• Solidify existing relationship

• Meet with client’s senior management team on a regular basis to understand their business needs and to provide updates on our strategic initiatives
• Communicate changes in the business environment to management at all levels where appropriate. These changes may occur at either the client or Broadridge.
• Prepare/execute annual client strategic plans
• Crisis Management
• Motivate, train, discipline, coach, counsel

Manage Client Projects
• Meet with all clients on a regular basis to address all open projects,
• Meet with all clients to ascertain if Broadridge is meeting service expectations and address any downfalls

Product Sales (Value Added Products – VAP’s)
• Identify and close additional revenue opportunities within existing client base
• Introduce new products and services to existing clients to increase their operational efficiency
• Conduct and coordinate product presentations when/where necessary
• Negotiate pricing on product sales

• Finalize all the appropriate documents in conjunction with Legal and Finance

• Work closely with our Sales Team to identify revenue opportunities

Service Negotiations
• Work with Finance and Legal on preparation of all pricing proposals and legal documents
• Ensure service proposals meet Broadridge policy

Project Management
• Analyze client business initiatives and determine action plan (may be part of strategic plan)
• Oversee the project to ensure BR meets/exceeds all key milestones and expectations
• Facilitate the initial project kickoff and help obtain the proper resources to accomplish goal
• Conduct and coordinate both internal and client update sessions

Steering Committee/Subcommittees
• Work with Executive Administration and assist in the managing of the quarterly Steering Committee and Subcommittees (Agenda, Guest Speakers, Minutes, Logistics, Presentations and
Follow-up)

Conduct Client Satisfaction Surveys
• Manage all aspects of the Client Survey (launch, prepare survey materials for distribution, tabulate results, etc.)
• Review survey results with the client
• Work with all areas of the organization to prepare survey response to all clients based on their feedback
• Prepare action plans / Review action plans with client where applicable

Metrics
• Establish a standard monthly set of firm wide metrics
• Deliver monthly metrics to clients (MOR)
• Review metrics with client on a monthly basis
• Modify metrics as needed to address the changing conditions
• Action plans (part of survey action plans) to remedy poor performing areas with updates monthly on current status

Account Receivables
• Resolve discrepancies
• Invoices reviewed for accuracy prior to client receiving the invoice
• Perform contract review annually to ensure Broadridge is capturing revenue for service performed

Leadership
• Set positive example
• Motivate, train, discipline, coach, counsel
• In conjunction with HR, conduct interviews for new hires

Basic Skill Level Requirements
Education:
•University Degree, MBA an asset, or equivalent experience

Experience:
• 10 years of Account Management experience within the Financial Industry, and a strong understanding of the Financial Industry.

Communication Skills/Skills:
• Excellent written and verbal communication skills.
• Strong interpersonal skills with the ability to build positive business relationships.
• Proficient with Microsoft Excel & Word and knowledge of Access would be a definite asset.
• Possess well-developed negotiation/facilitation skills.
• Innovative thinker with proven problem solving skills.
• Strong planning, organizing and prioritizing ability.
• Proven track record of providing World Class Service.
• Self-starter with ability to work with minimal supervision.

Recruitment Process

Throughout your application process, you may be asked to connect with us virtually or in-person. Our recruiters will explain how hybrid interviews will be held throughout the recruitment process, and they will be able to answer any questions you might have. 

Background Check Process

Broadridge requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:

• Employment verification

• Education verification

• Credit inquiry

• Canadian criminal record check

Workplace Flexibility

We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible. 

At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours.

Accessibility & Accommodation

Broadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodations during the recruitment process, please notify our recruitment team.

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We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective. 

Use of AI in Hiring 

As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.