Senior Director, Shareholder Services At Odyssey Trust Company, we do things differently. Our core mission is to provide peace of mind to our clients by making things simple, fast, and easy. Odyssey is a tight-knit, solution-driven team. Our shared values, as defined by our own employees, guide us in reaching our individual and collective goals: We Show Up for Each Other: We are in this together! We collaborate and support each other to get results. Our employees are compensated with competitive salaries and a comprehensive perks package. We Build: "Outside the box" is our playground. We’re not afraid to innovate and tackle tough problems – we’re here to disrupt the industry. Creativity and problem-solving is not reserved for the Executive team. We Get Stuff Done (GSD): We have a notable reputation for being exceptionally responsive. Coming up with a great idea is only part of the solution; We take great ideas andput them into action. We Do the Right Thing: We’re dependable, trustworthy, and proud of our professional standards. Primary Responsibilities & Attitude We are currently seeking a Senior Director, Shareholder Services to join our team. The successful candidate will be based in Calgary. This is a senior leadership role responsible for the overall strategy, performance, and service quality of the Shareholder Services team across all our offices, including Eagan, Minnesota. You will provide direction and mentorship to the Director, Shareholder Services, and the broader team of Associates, ensuring shareholders, clients, brokerage firms, and financial institutions consistently receive accurate, efficient, and exceptional service. You are responsible for: Provide vision, leadership, and strategic direction for the Shareholder Services team, ensuring alignment with organizational objectives and a commitment to service excellence, operational efficiency, continuous improvement,



and employee engagement across all offices. Establish and maintain performance standards, service level expectations, and quality benchmarks for the team; review the Director’s staff performance monitoring, coaching, and performance review process, and provide guidance on complex employee relations matters as needed. Own and evolve the overall service strategy and model for interactions with shareholders, clients, brokerage firms, and financial institutions, ensuring efficiency, accuracy, consistency, and an exceptional client experience across all service channels, including phone and email. Ensure appropriate workforce coverage and resource deployment across all operating hours to meet service level commitments and business requirements. Establish, monitor, and analyze key performance indicators, service levels, quality metrics, workforce trends, and client experience measures; review and present regular operational reporting to senior leadership, using data-driven insights to support decision-making and continuous improvement. Lead continuous improvement, process optimization, and service innovation initiatives across all locations by identifying opportunities to leverage technology, automation, and process redesign to improve operational effectiveness, scalability, employee experience, and client satisfaction. Act as the final escalation point for complex shareholder, client, operational, and service-related matters, ensuring resolution in line with documented procedures.



Oversee workload distribution, resource allocation, and operational prioritization across the team. Develop workforce and capacity plans to ensure appropriate staffing levels, service coverage, and operational resilience across all locations. Ensure the team's ongoing adherence to compliance guidelines, regulatory requirements, and service level agreements. Monitor and improve shareholder service outcomes through the effective management of satisfaction, responsiveness, quality, and resolution metrics. Foster a high-performance, customer-focused culture that promotes employee engagement, accountability, collaboration, retention, and professional growth while reinforcing a commitment to exceptional service delivery. Partner with senior management on budgeting, resourcing, and department planning to support organizational growth and service excellence. Lead organizational change initiatives impacting Shareholder Services, ensuring effective communication, stakeholder engagement, and successful adoption of new processes, technologies, and ways of working. Build and maintain strong relationships with key internal and external stakeholders, including brokerage firms, financial institutions, operational teams, compliance, and other business partners to enhance service delivery and support organizational objectives. Establish and oversee a comprehensive in-house training and knowledge management program, ensuring procedures, documentation, reference materials, and training content remain accurate, current, and aligned with business and regulatory requirements. Complete other ad hoc duties or projects as requested by senior management. Skills and Experience Progressive leadership experience managing large, multi-location customer service or operations teams, ideally within shareholder services,

📌 Senior Director, Shareholder Services (Calgary)
🏢 Odyssey Trust
📍 Calgary