Senior Analyst, Client Service Delivery (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.

In this role, the Sr. Analyst, Client Service Delivery will manage day to day relationships with their designated client(s) and will be a part of business development activities with new clients. To be successful in this role, the candidate will leverage their business knowledge and relationship management skills to successfully provide excellent service to our customers.

Key Job Functions/Responsibilities

• Overseeing and managing all aspects of Broadridge RPM’s software implementations, across program streams such as business functional, technical / NFRs and conversion

• Managing the program / project plan including critical path, key milestones, resource requirements, and dependencies including managing client and Broadridge RPM deliverables

• Managing software deliveries to our clients, including the Client contracted release milestones / cut-off periods and project tracking throughout the solutions design and development period

• Provide mentorship within the Client Service Delivery team and offer guidance as an initial point of escalation

• Support training initiatives for new Client Service Delivery Mangers and Client Services associates

• Leading status meetings and other recurring activities with our clients, including preparation of meeting materials and minutes

• Reporting on project milestones

• Understanding the client’s business and operating environment, including the system features used by the client to manage their business

• Developing and maintaining excellent knowledge of the Broadridge RPM products and capabilities in order to meet client service expectations

• Developing and maintaining relationships with key customer stakeholders.

• Service Delivery services in the post-production relationship, e.g., ongoing software delivery planning, and managing delivery of production releases

• Providing top notch customer service, supporting our customers in their use of Broadridge RPM’s software

• Recommending new modules and/or Broadridge services to create customer value

Basic Skill Level Requirements

Education:

•  University degree or college diploma in a related field

Experience:

• 5+ years of experience in managing large client accounts

• A sales or relationship management background, combined with knowledge of the investment business (Retail, IIROC and/or MFDA), or experience working with software development firms in a similar role is preferred

• Solid industry knowledge of the Canadian financial services sector and investment products – e.g., mutual funds and term deposits

Skills:

• Proactive attitude and ability to work effectively in a team environment

• Excellent written and verbal communications and presentation skills

• Outgoing, diplomatic, warm personality with superior people skills

Tools:

• Strong computer skills in MS Project, Word, Excel, and PowerPoint

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.

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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.

Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.

We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only 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 diversity in all its dimensions.