Job Description

Job Location: Vancouver, Canada - Burrard St (Hybrid)

In this position, you’ll be based in the Vancouver office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.

Computershare Investor Services is the division within Computershare responsible for providing Transfer Agent Services to Corporate clients as well as their shareholders.

We give you a world of potential

The Relationship Manager role operates within this division by managing an assigned book of business. The type of clients assigned are based on the Relationship Manager’s experience. Relationship Managers at “entry” level will have clients with a revenue range of up to USD 750K and more experienced Relationship Managers will have clients with a revenue range of up to USD 2 million.

The Relationship Manager role is expected to work collaboratively across business lines throughout the organization to deliver a diverse product solution to the client.

A role you will love

The Relationship Manager is the primary contact between Computershare Investor Services clients and Shareholder Services. Basic Relationship Manager responsibilities include ensuring that clients receive the services they have purchased and that those services are delivered in a manner that meets and exceeds the clients’ expectations. The Relationship Manager also coordinates all major client activities and services by engaging with the client, with Computershare operational units and the entire organization as needed. In collaboration with the Sales team, the Relationship Manager coordinates cross sells or up sells by introducing clients to additional Computershare products and services.

What will you bring to the role

• Establishes a professional partnership with clients. Assigned client portfolio is aligned with experience.
• Act as a Trusted Advisor to the client
• Assists clients with special projects, expediting transactions, problem solving, and servicing of clients’ shareholder and participant accounts
• Ensures that clients’ service orders are accurately communicated and executed
• Responds timely to client inquiries
• Maintains functional knowledge of Computershare’s processes, systems, products, and services and communicate enhancements and modifications to clients
• Resolves client issues and documents service incidents, follows up with internal business units to secure responses and shares results with the client, and Computershare Management
• Stays informed of the industry and regulatory environment. Ensures that clients are informed of industry and regulatory changes and the potential impact on them
• Identifies opportunities and, where possible, coordinates with sales, marketing, and product associates in the presentation of additional products and services
• Maintains client information on internal systems.
• Assists key clients in implementing and sustaining a strategic plan
• Prepares and delivers periodic business review sessions
• Mitigates financial exposure by ensuring accurate and timely invoicing and funding of services (i.e., dividends, advance postage, as applicable)
  Acts as the central point of contact for client shareholder meetings
• Coordinates with Manager, Finance, Legal and Sales associates where appropriate to determine the components of contract renewals
• Attends annual shareholder/stockholder meetings, service calls and account planning sessions
• Serves as a conduit to internal business units to ensure that client feedback on services is communicated timely and opportunities to improve performance can be leveraged
• Monitors revenue relative to forecast and make required adjustments
• Ensures accurate records (Authorized Capital, Treasury balance) by performing and assisting with reconcilement activities
• Ensures collection of invoiced receivables in accordance with Computershare’s guidelines
• Attends applicable webinar, product training, and technical training
• Other duties or tasks as assigned by management.

Requirements

Essentials - Requires a university / college degree, with 2+ years of relevant experience, or equivalent combination of education and experience.
Preferred - Previous experience in an account or project management role preferred.

Measure

• Client satisfaction is benchmarked using an independent third-party firm. Measures include overall satisfaction, satisfaction with the Relationship Manager, NPS (loyalty) and several other categories.
• Contract Renewal KPI’s (key Performance Indicators) are measured against established targets.
• Product introductions are measured using documented sales results.
• Accounts Receivables are measured against outstanding balances.
• Professional development through required compliance training and personal growth opportunities.

Role Dimensions

Functional Knowledge - The Relationship Manager role requires a broad knowledge base across technical, industry, product, and client. Knowledge will be acquired through job training, peer to peer interaction, and manager guidance. Existing experience in a client or customer facing role is preferred.
Business Experience - The Relationship Manger requires a good understanding of how the wider team works together to successfully achieves goals and objectives. The role holder also requires a strong working knowledge of the products and services offered to support continuous relationship development and growth.

Leadership Skills - The Relationship Manager role will not directly supervise or manage other staff. The role requires the ability to guide and develop client relationships. They role requires participation in client specific projects or as a supporting team member in a continuous improvement development project.

Problem Solving - The Relationship Manager role requires exacting attention to detail and strong evaluative judgment skills. The role holder is expected to respond to and resolve problems by identifying and selecting solutions through the application of acquired business and technical experience and product offerings, which will be guided by clear policy and procedure.

Impact - The Relationship Manager role will have direct day to day impact on Computershare’s overall relationship with the client. The quality of service provided will reflect on the effectiveness of the role holder, the team, and the department.
The role holder will be required to self-manage their assigned client base and ensure the relationship remains in good standing while achieving a growth-oriented performance. The revenue range of the client portfolio will be up to USD 2 million.

Interpersonal Skills - The Relationship Manager role will require well-developed communication skills to be able to provide clear verbal and/or written communication in response to client queries. Queries received will range from basic to complex. The role also requires tact and diplomacy when dealing with challenging clients, complaints, or sensitive and confidential issues. The role holder will also need to effectively communicate across teams within the same department and other business divisions.

Rewards designed for you

Flexible work to help you find the best balance between work and lifestyle

Health and wellbeing rewards that can be tailored to support you and your family including paid time off, observed holidays, and vacation pay

Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well

Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future

And more Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub

Compensation The base pay range for this role is $70-90k annually.