Manager, Client Experience

Closing Date: January 16, 2025

THE OPPORTUNITY

Reporting to the Senior Manager of Client Relations, the Manager, Client Experience is responsible for managing and implementing client engagement strategies, communications, and related investment initiatives. This role includes advising on and coordinating Investment Policy Statements (IPS) for all of BCI’s clients. The Manager works closely with a diverse range of investment professionals and relationship managers to ensure that BCI’s clients receive the highest level of service and support.

WHAT YOU BRING

• Bachelor’s degree in communication, public relations, journalism, legal affairs or equivalent

• Minimum eight years of client relations or equivalent experience in the investment industry

• Experience developing investment policy or other legal contracts

• Strong knowledge of institutional investing and related investment products

• Superior writing and editing skills with excellent attention to detail

• Excellent presentation skills, capable of effectively influencing decision making

• Strong project management skills and ability to work under pressure in a deadline-driven and complex environment

• Ability to work collaboratively and provide constructive feedback to team members related to written communication materials and suggest edits and refinements that are consistent with BCI’s style guide and the Canadian Press Stylebook

Preferred:

• Completion of the CFA, CFA Institute Investment Foundations® Program, or Canadian Securities Course (CSC®)

• Knowledge of Environmental, Social and Governance (ESG) principles and relevant frameworks would be a benefit, as well as ESG credentials, including the CFA Institute Certificate in ESG Investing or experience in the ESG sector

• Completion of coursework in legal writing or equivalent experience

WHO YOU WILL WORK WITH

The Client Experience team is accountable for supporting client satisfaction and retention, including representing clients’ interests, implementing communication strategies and advising on investment policy decisions.

WHAT YOU GET TO DOStrategic Client Engagement

• Assists the Senior Manager in developing and implementing a new shared-service model to enhance client relations and satisfaction

• Plans and project manages client engagement strategies for BCI’s corporate and investment initiatives

• Creates collateral materials to support relationship managers in client engagements, including briefing notes, speaking notes, presentations and client correspondence

• Reviews, edits, and provides feedback on written materials to ensure they align with client messaging and BCI’s editorial standards

• Supports the planning and delivery of client knowledge-building events and initiatives

Client Investment Policy Statement and Legal Agreements Coordination

• Drafts legally binding language for the IPS of our institutional clients in collaboration with BCI’s policy and compliance teams

• Works closely with Legal Affairs, Investment Strategy and Risk, and investment teams to gather necessary information and approvals

• Conducts regular reviews of IPS to reflect changes in investment strategies or client objectives

• Provides guidance and consultation support to Client Relations team members and clients regarding their IPS

• Ensures consistency across multiple legal & BCI policy documents

• Manages record-keeping for final IPS and Funds Investment Management Agreement (FIMA) documentation

Planning and Engagement

• Oversees operational initiatives, ensuring seamless coordination and execution across various projects

• Collaborates with Client Operations to effectively manage ad-hoc client and internal requests. This includes prioritizing tasks, delegating responsibilities, and tracking progress to meet both client and internal stakeholder requirements and deadlines

• Contributes to integrated communication plans with the Strategic Communications and Corporate & Brand Communications teams. This involves developing messages that respond to clients’ needs, assessing potential reputational risks, describing investment value, and incorporating client key messages

• Participates in annual stakeholder/client analysis to better understand client issues and provide support

Corporate Responsibilities

• Functions as Senior Manager, Client Relations as and when needed
• Leads the responsibility of coordinating of any client documentary requirements or updates

DEPARTMENT DESCRIPTION

The Corporate & Investor Relations (CIR) department plays a crucial role in maintaining and enhancing BCI's relationships with its clients and stakeholders through world-class engagement and has three core functions: Client Partnerships, Strategic Communications and Corporate & Brand Communications. CIR is responsible for understanding the clients' needs and representing their interests within the organization, helping them develop investment strategies and policies, and communicating effectively with both internal and external audiences. Additionally, CIR manages BCI's media relations, government and industry partnerships, and is responsible for the company's brand and reputation management to ensure long-term success and stakeholder trust.

The Client Partnerships branch works closely with clients to understand their needs and expectations, ensuring that BCI delivers value and meets their investment objectives. This includes regular communication, tailored solutions, and a commitment to transparency and trust.

WHERE YOU WILL WORK

Work from our downtown Victoria office.

SALARY RANGE

BCI offers a competitive total rewards package which includes a performance-based incentive plan, comprehensive health & dental benefits, a defined benefit pension plan and paid time off.

The annualized base salary range for this Victoria-based role is CAD $120,000 to $140,000.

The base salary offered to the successful candidate will consider a wide array of factors including but not limited to the individual’s skill set, level of experience applicable to the role they are being offered and consideration to internal equity.

We pay our people competitively in the markets in which we compete for talent and with consideration to internal equity and job structure. We aim for actual pay to be around the median of the market for target or expected levels of performance, and around the upper quartile of the market for excellent performance.

Actual salaries may vary and may be above or below the range based on various factors, including, but not limited to, experience and expertise.

WHY APPLY TO JOIN BCI

With our values as our anchor, it’s our people that help shape employee-focused initiatives and who create the environment we work in each day – all of which further strengthens our culture. BCI has been recognized as one of Canada’s Top 100 Employers – for the sixth consecutive year - and has built programs and benefits to support all our employees, including;

• Extended health and dental coverage, start on your first day of work. We have you covered!

• Our telehealth provider Dialogue connects you and your family to virtual healthcare appointments.

• Eligibility to the defined benefit BC Public Service Pension Plan providing you with a secure retirement income.

• Time off includes: 20 days vacation, 6 paid sick days, 6 paid personal days, and 2 paid days for volunteering – to support physical, mental, and community health.

• Four days in office, with the option to work from home once a week, promoting both a collaborative work culture and a healthy work-life balance.

• Annual wellness allowance to support an active lifestyle as well as physical well-being when working at home.

• On-going learning through our in-house mentoring program, professional dues support, tuition reimbursement and online and in-house learning.

• Relocation support is available if a move to Victoria, BC is required.

TO APPLY

Apply online with a copy of your resume and brief cover letter. We encourage timely submissions of applications as candidates will be actively reviewed and the interview process may advance earlier.

We welcome applications from all qualified candidates who are interested in applying for this role. You will need to be legally authorized to work in the country where this job is located. If you currently do not have authorization, or if your work permit has restrictions, or is due to expire in 12 months or less, please ensure to flag this to our recruitment team if your application is shortlisted.

At BCI, we value diversity and believe in fostering an inclusive culture where all employees can be successful.

We are performance and client focused and value integrity; if you share these values, we want to know you. 

We recognize that some skills can be learned on the job and encourage all to apply.

If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), contact us at [email protected].

We would like to hear from you!