Sr Client Onboarding & Acct Serv Specialist

Purpose

Client onboarding and account services

• Manage onboarding, account maintenance, and servicing, including complex and non-standard requests.
• Support EFT setup, KYC updates, account restrictions, client documentation, estates, and other account changes.
• Review requests for operational completeness, accuracy, and consistency; support Advisors and Associates.
• Track and report KPIs, identify recurring trends, and recommend process improvements.
• Investigate transition issues and bottlenecks and coordinate their resolution.

Escalations and operational quality

• Act as a primary escalation resource and assess issue impact, urgency, ownership, and next steps.
• Guide colleagues on issue resolution and escalation pathways.
• Identify processing errors, recurring issues, data-quality concerns, and potential control gaps.
• Support measurement of MAKO implementation and post-launch performance.

MAKO transformation and testing

• Participate in requirements discussions and validation with internal stakeholders, business partners, and KPMG.
• Document current-state workflows, business rules, dependencies, exceptions, and operational requirements.
• Identify requirements gaps, operational risks, dependencies, and potential impacts of proposed changes.
• Execute UAT for standard and complex workflows, document defects, participate in retesting, and validate corrections.
• Support implementation readiness, go-live, post-launch stabilization, and continuing system and process improvements.

Documentation and training

• Develop and maintain standard operating procedures, process documentation, user guides, and job aids.
• Translate future-state workflows into practical procedures and support training materials and knowledge transfer.
• Support MAKO readiness, employee onboarding, and cross-training.

Education and experience

• Knowledge of client account opening, maintenance, and servicing processes.
• Experience supporting Advisors, Associates, or internal business partners in an operational environment.
• Post-secondary business, finance, or related education, or equivalent relevant experience, preferred.
• Wealth management, brokerage operations, or financial services experience preferred.
• Dataphile or comparable platform, workflow or onboarding technology, testing, documentation, training, transformation, and KPI experience are assets.