Associate, Client Service – Operations

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee the complete onboarding process for new institutional clients, accounts, products, and mandates.

• Keep track of onboarding plans, checklists, dependencies, responsible parties, approvals, target dates, and logs of outstanding items.

• Facilitate requirements related to legal, AML/KYC, compliance, tax, operations, reporting, invoicing, account opening, funding readiness, and system setup.

• Recognize potential risks to launch dates, escalate any delays, and provide status updates to clients, Institutional Sales, and internal stakeholders.

• Ensure onboarding records and approvals are complete, accurate, and ready for audits.

• Act as the primary service contact for designated institutional clients, consultants, and authorized representatives.

• Address inquiries, coordinate internal actions, and monitor requests until resolution.

• Manage account details, statements, reports, invoices, contributions, withdrawals, transfers, contacts, authorized signatories, and requests for account maintenance.

• Oversee the preparation, quality review, and distribution of monthly, quarterly, annual, and ad hoc client reports.

• Validate reporting recipients, delivery methods, distribution lists, and client preferences.

• Coordinate the delivery of fee invoices and address any questions related to reporting and invoicing.

• Serve as the central coordinator for operational and servicing issues affecting assigned clients.

• Define issue ownership, actions, target dates, escalation procedures, and communication plans.

• Monitor inquiries, missed commitments, reporting shortcomings, service delays, and indicators of client dissatisfaction.

• Communicate service issues, changing requirements, stakeholder updates, retention risks, and signals for expansion to Institutional Sales.

• Assist with client service reviews by providing service metrics, open-item logs, incident summaries, remediation updates, and documented actions.

• Maintain client records in Salesforce and other specified systems.

• Manage changes in mandates and accounts, client transitions, and account closures.

• Identify opportunities for workflow simplification, template standardization, strengthening controls, and reducing manual handoffs.

• Assist with audits, control testing, regulatory inquiries, and maintenance of audit-ready evidence.

• Provide backup support, share knowledge, and assist in training new team members.

• Comply with BMO policies and legal, compliance, regulatory, risk, privacy, and information security requirements.

• Diagnose, escalate, and resolve issues within established authority and guidelines.

• Work autonomously on complex assignments requiring coordination across multiple teams.

• Support broader business and strategic initiatives impacting Institutional Sales and Service.

⛳️ Requirements

• Four to six years of relevant experience.

• Post-secondary degree in business, finance, economics, or a related field, or an equivalent combination of education and experience.

• Experience in supporting institutional clients within asset management, investment management, pensions, custody, banking, or financial services.

• Familiarity with institutional client onboarding, account administration, and client lifecycle management.

• Understanding of KYC, AML, suitability, tax, legal, and regulatory documentation relevant to institutional clients.

• Proven experience in coordinating client reporting, portfolio review materials, fee invoices, and service requests.

• Experience with Salesforce or a similar CRM system.

• Proficient in Microsoft Outlook, Excel, Word, and PowerPoint.

• Excellent written and verbal communication skills.

• Strong organizational, prioritization, and project coordination abilities.

• High attention to detail, sound judgment, and disciplined escalation practices.

• Strong analytical, investigative, and problem-solving capabilities.

• Ability to simplify complex operational issues into clear communications for clients.

• Strong collaboration and stakeholder management skills.

• Awareness of risks and controls, data-driven decision making, and a commitment to continuous improvement.

• Discretion in handling confidential client and business information.

• Completion of the Canadian Securities Course or another relevant industry designation is considered an asset.

• Experience working with custodians, recordkeepers, investment operations teams, or outsourced service providers is also considered an asset.

🏝️ Benefits

• Performance-based incentives.

• Discretionary bonuses.

• Additional perks and rewards.

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Accommodation available during the selection process.