Associate, Client Service – Operations

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

📋 Description

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

• Manage onboarding plans, checklists, dependencies, ownership, approvals, target deadlines, and logs of outstanding items.

• Coordinate requirements related to legal, AML/KYC, compliance, tax, operations, reporting, invoicing, account openings, funding readiness, and system setups.

• Identify potential risks to launch timelines, escalate any delays, and provide status updates to clients and stakeholders.

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

• Act as the main service contact for assigned institutional clients, consultants, and authorized representatives.

• Address inquiries and facilitate internal actions until resolution.

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

• Oversee the preparation, quality review, and distribution of client reporting.

• Verify reporting recipients, delivery instructions, distribution lists, and client preferences.

• Coordinate the delivery of fee invoices and address reporting and invoicing queries.

• Handle operational and servicing issues affecting assigned clients.

• Define issue ownership, actionable steps, target dates, escalation points, and communication strategies.

• Track inquiries, unmet commitments, reporting failures, service delays, and indicators of client dissatisfaction.

• Relay service concerns, evolving client needs, stakeholder changes, retention risks, and potential expansion signals to Institutional Sales.

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

• Maintain client records in Salesforce and other designated systems.

• Manage mandate and account adjustments, client transitions, and account closures.

• Enhance workflows, standardize templates, reinforce controls, and minimize manual handoffs or duplicate requests.

• Assist with audits, control testing, regulatory inquiries, and the 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 standards.

• Independently manage complex tasks necessitating coordination across multiple teams.

• Contribute to broader Institutional Sales and Service initiatives.

⛳️ Requirements

• Four to six years of relevant professional experience.

• A 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.

• Knowledge of KYC, AML, suitability, tax, legal, and regulatory documentation pertinent to institutional clients.

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

• Proficient in Salesforce or a similar CRM platform.

• Strong skills in Microsoft Outlook, Excel, Word, and PowerPoint.

• A Canadian Securities Course or another relevant industry designation is advantageous.

• Experience collaborating with custodians, recordkeepers, investment operations teams, or outsourced service providers is a plus.

• Excellent written and verbal communication abilities.

• Exceptional organizational, prioritization, and project coordination skills.

• Keen attention to detail, sound judgment, and a disciplined approach to escalation.

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

• Capability to convey complex operational issues in clear client communications.

• Strong collaboration and stakeholder management skills.

• Awareness of risk and control, data-driven decision-making, and a mindset for continuous improvement.

• Discretion in handling confidential client and business information.

🏝️ 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.

• Workplace accommodations available upon request.