Bilingual Senior Relationship Manager, Relationship Management
Role Overview
The Bilingual Senior Relationship Manager is the primary relationship and service lead for an assigned group of CIBC Mellon CGNP and CFI clients.
The portfolio is generally moderately complex; the manager may also lead service for large or complex regional accounts where a VP or Executive Director owns the relationship.
The role develops client relationships, supports retention, and focuses on revenue generation.
Key Skills for This Role
Full Job Posting
Position overview
The Bilingual Senior Relationship Manager is the primary relationship and service lead for an assigned group of CIBC Mellon CGNP and CFI clients.
The portfolio is generally moderately complex; the manager may also lead service for large or complex regional accounts where a VP or Executive Director owns the relationship.
The role develops client relationships, supports retention, and focuses on revenue generation.
Account planning
- Develop priority-account plans based on clients’ businesses and priorities to increase wallet share.
- Create call plans based on client profiles, priorities, and opportunities to grow wallet share or profitability.
Relationship management
- Maintain regular client contact through meetings, phone calls, and email.
- Monitor industry trends and competitors to anticipate client needs and concerns.
- Inform clients about industry news, company initiatives, services, products, and policy, process, or technology changes.
- Review inquiry activity and service performance and develop plans to increase self-service and reduce inquiry volumes.
- Analyze escalated operational issues with stakeholders and monitor service delivery against policies and governance requirements.
Service delivery and growth
- Document service requirements and lead onboarding when required.
- Resolve non-standard client inquiries independently or with stakeholders, using knowledge of products, systems, and processes.
- Monitor deliverables, AML/KYC reviews, and other client information.
- Coordinate service changes and customized solutions with service-delivery teams.
- Identify cross-selling and upselling opportunities, work on RFPs where appropriate, present products and services, and negotiate fees to close profitable opportunities.
Qualifications
- 7–10 years of industry experience, preferably in client relationship management, service, and/or sales.
- Bilingual in French is required.
- Account-planning and cross-selling experience, and comprehensive knowledge of asset-servicing technologies, client operations, and the competitive market.
- Strong interpersonal, communication, analytical, relationship-management, and negotiation skills.
- Action-oriented approach to executing plans and delivering excellent client service.
Compensation
- The salary band is $120,000–$168,000; individual pay depends on job-related skills, market conditions, experience, education, training, and internal equity.
About CIBC Mellon
CIBC Mellon provides asset-servicing solutions to institutional investors in Canada, including multicurrency accounting, fund valuation, and investment information reporting.
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