Lead, Client Services - Bilingual; Hybrid

Position: Lead, Client Services - Bilingual (Hybrid)
Lead, Client Services
- Bilingual (Hybrid)
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- Bilingual (Hybrid)
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Toronto, ON:
Full time:
Posted Today:
JR1087082

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

As a key connection between our organization and large bank and brokerage clients in Toronto and Montreal, you will build trusted relationships, understand client needs, and coordinate timely resolution of questions and issues. You will work across internal teams to support client satisfaction, product adoption, successful implementations, and ongoing service improvement.  
** Key Responsibilities
*** Serve as a primary point of contact for our large financial services clients, maintaining regular communication and ensuring client satisfaction.
* Work closely with internal teams to ensure client inquiries are addressed in a timely manner and with completeness.
* Conduct periodic business reviews to assess client satisfaction and align on goals, strategies, and success measures.
* Ensure understanding of clients business needs and goals for alignment.
* Client focal point for problem management, change management and client requests for services.
* Work closely with clients to build product knowledge, demonstrate best practices, increase feature adoption, and support retention.
* Reporting of contracted Service Level Agreements and incident updates.
* Partner with Product and Delivery teams to coordinate successful project implementations/changes.
* Guide clients through releases and changes.
* Lead group demonstrations that increase client awareness and understanding of our tools and offerings.
* Support Enterprise Customer Success Partners with day-to-day activities, including troubleshooting, remediation, research, reporting, and other requests.
* Analyze product usage data, identify trends, and share actionable insights that will help internal teams and clients.
* Identify opportunities to expand product usage in ways that align with client needs and business objectives.
* Represent the client’s perspective internally, help improve the product experience, and communicate updates effectively.
* Respond to client questions and issues in a timely manner, partnering with Support and technical teams as needed.
* Report customer success milestones and achievements to internal stakeholders.
* Find creative ways to improve processes/communication
* Actively seek ways for automation of current processes to improve responsiveness including the use of Agentic AI  
** Experience
* ** At least 5 years of bilingual (French and English) experience in a customer-facing role focused on customer service
* Experience building client relationships and acting as a business partner and trusted advisor.
* Experience with financial services technology and products.
* High level understanding of Canadian taxation and various tax slips
* Work efficiently in a multi-tasking environment where high attention to detail is required.
* Strong written and verbal communication in French and English, time management, and client relationship skills.
* Ability to manage multiple priorities, solve problems, and work with strong attention to detail and analytical rigor.  
** Education
* ** Canadian Securities Course
* Bachelor’s degree or equivalent
* Microsoft Office Suite
* Agentic AI  
** Availability
* ** This role requires availability to work after hours and on weekends, and to participate in on-call coverage…