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Manager Service middle office

Apply now Job ID 8945394032 Date posted 06/04/2021

Primary Locations: Toronto, Ontario

Employee Status: Regular

Schedule: Full-time


  • Are you recognized for being a change agent and enjoy improving the client experience?
  • Are you passionate about people and want to provide a positive impact for our clients?
  • Are you excellent at building lasting and long-term relationships? 

This position reports to the VP, National sales, Service delivery and Relationship management

Department Overview

National Bank Independent Network (NBIN) is the pre-eminent choice for Introducing Brokers and Portfolio Managers looking for brokerage administration support.  NBIN provides trading and custodial services to Portfolio Managers (PM) across Canada.  Creating solid partnerships with our clients is paramount to our success.  

The Manager's role plays a vital part in ensuring we deliver the highest quality of customer service to our clients. The Manager leads a team of Mid-Office Specialists by ensuring they provide day-to-day service to several independent Portfolio Managers and Introducing Brokers. The Mid-Office teams act as liaisons between the client and the various support areas within NBIN and National Bank.

Specifically, you will

  • Lead a Team of six to eight  Account managers responsible for delivering complex operational & service activities related to trading and problem resolution.
  • Be responsible for the ongoing management and oversight of service delivery model and input to the strategic direction
  • Act as a resource and mentor to direct reports and provide formal feedback to staff through regular coaching, performance reviews and informal feedback on an ongoing basis 
  • Grow the business by retaining and growing assets through superior service
  • Act as an expert and point of escalation for our clients when it comes to complex problems
  • Diagnose problem situations and participate in resolving issues or disputes
  • Manage and maintain relationships with Operational Partners – Operations, HR
  • Act as a substantial change agent and drive the client experience
  • Engage clients both in client service meetings and external events
  • Oversee the balancing of staffing resources to ensure delivery of exceptional client service while optimizing productivity
  • Actively hold team meetings or huddles to allow employees to voice their concerns, share ideas
  • Identify existing and potential client issues, recommend and implement initiatives and /projects
  • Ensure client meetings are scheduled in advance, agenda prepared, minutes delivered, and client issues log updated
  • Manage Risks, adhere to approved policies and practices, control and manage expenses, ensure compliance with internal and industry policies, identify potential business risk and address/escalate as appropriate, improve operation efficiencies
  • Effectively implement strategies to minimize cost via process reviews and automation requests
  • Ensure mitigation / contingency plans are in place for identified risks and mitigate risks of any new identified concerns


  • Bachelor's degree in a related field and six years relevant industry experience or Master's degree in a related field and four years of relevant experience
  • CSC, an asset
  • Solid understanding of brokerage industry and discretionary investment management industry
  • Extensive experience in personnel management
  • Knowledge of Industry products, services and systems
  • Thorough knowledge of IBM brokerage services
  • Strong interpersonal, client service, and communication skills including the ability to maintain a high level of professionalism and organizational skills
  • Bilingualism both spoken and written (English (required) and French (an asset)                  

Ready to make a difference within a team? To make a positive impact. Submit your application now!


At National Bank, we stand out by investing in our employees throughout their careers—as demonstrated when we were awarded silver in the "Most Innovative use of HR Technology" category at the 2020 Canadian HR Awards for our use of Axonify, a personalized learning solution that can be used every day.  

The Bank has innovated by modernizing its performance evaluation system to better meet our clients’ evolving needs. From now on, the corporate values (expected behaviours) of partnership, agility and empowerment count as much as the business objectives. 

Working at National Bank means having access to competitive working conditions, a wide range of employee benefits, a dynamic work environment and telemedicine services.   

National Bank values all aspects of diversity and sees it as a tremendous source of wealth. We want to offer an open, respectful work environment where all employees can achieve their full potential. Senior management has made a concrete commitment to promote this value across all sectors of the organization.  We're committed to providing accommodations as needed and ensuring accessibility during the recruitment process and after hiring.  If you have any specific needs, please let us know during our initial conversation and we'll be happy to accommodate you. 

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JobField: Wealth Management

Unposting Date: 2021-06-18

Job Number: MAN003MC

Posting Date: 2021-06-04

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