Lead, Client Services - Bilingual (Hybrid)

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 for major incidents and project implementations. Recruitment Process Throughout the application process, you will be required to attend interviews in person. Our recruiters will explain the interview process at each stage and answer any questions you may have. Compensation Salary Range: $80,000 - $110,000 CAD. Compensation may vary depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units. Bonus Eligible Position Benefits: Medical, dental, life and vision insurance. RRSP program with company match, paid parental leave, competitive vacation days and more. Medical insurance starts immediately upon hire. Vacancy Disclosure This posting is for an existing and currently open position within Broadridge. Background Check Process Broadridge requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks: Employment verification Education verification Credit inquiry Canadian criminal record check Workplace Flexibility We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible. At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours. Accessibility & Accommodation Broadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodations during the recruitment process, please notify our recruitment team. #LI-Hybrid #LI-SS1 We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective. Use of AI in Hiring As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.