Application Deadline: 11/13/2026 Address: VIRTUAL(R)59 - REMOTE/TELETRAVAIL - ON - BMO Job Family Group: Customer Shared Services

The Associate, Client Service and Operations supports the Institutional Sales team by coordinating the onboarding, ongoing servicing, and retention of institutional clients. The role serves as a primary day-to-day service contact and internal coordinator, ensuring that client requirements are accurately documented, communicated, and delivered across Institutional Sales, Portfolio Management, Investment Operations, Compliance, Legal, Product, Finance, custodians, recordkeepers, and other service providers.

The associate leads the servicing components of the client lifecycle, including onboarding execution, account administration, client reporting, inquiry management, service reviews, issue resolution, and account transitions. The role proactively identifies service risks, tracks commitments through completion, and provides timely client intelligence to Institutional Sales to support strong relationships, asset retention, and growth opportunities.

Key Accountabilities

Client Onboarding and Implementation

- Coordinate end-to-end onboarding of new institutional clients, accounts, products, and mandates.
- Maintain onboarding plans, checklists, dependencies, owners, approvals, target dates, and outstanding-item logs.
- Coordinate legal, AML/KYC, compliance, tax, operational, reporting, invoicing, account-opening, funding-readiness, and system-setup requirements.
- Proactively identify risks to agreed launch dates, elevate delays, and provide clear status updates to clients, Institutional Sales, and internal stakeholders.
- Maintain complete, accurate, and audit-ready onboarding records and approvals in designated repositories.

Day-to-Day Client Service

- Serve as a primary service contact for assigned institutional clients, consultants, and authorized representatives.
- Respond to inquiries accurately and promptly, coordinating internal action and tracking requests through resolution.
- Coordinate account information, statements, reports, invoices, contributions, withdrawals, transfers, contacts, authorized signatories, and other account-maintenance requests.
- Anticipate client needs and ensure commitments are completed within agreed timelines.

Client Reporting

- Coordinate the preparation, quality review, and delivery of monthly, quarterly, annual, and ad hoc client reporting.
- Validate reporting recipients, delivery instructions, distribution lists, and client preferences.
- Coordinate fee-invoice delivery and support resolution of reporting and invoicing inquiries.

Service Delivery, Escalation and Retention Support

- Act as the central coordinator for operational and servicing matters affecting assigned clients.
- Establish clear issue ownership, actions, target dates, escalation points, and communication plans.
- Monitor recurring inquiries, missed commitments, reporting failures, service delays, and other indicators of potential client dissatisfaction.
- Communicate service concerns, changing needs, stakeholder changes, retention risks, and potential expansion signals to Institutional Sales.
- Support client service reviews through service metrics, open-item logs, incident summaries, remediation updates, and documented actions.

CRM, Governance and Process Improvement

- Maintain complete and timely client records in Salesforce and other designated systems, including contacts, meeting notes, commitments, risks, issues, and actions.
- Coordinate ongoing mandate and account changes, client transitions, and account closures.
- Identify opportunities to simplify workflows, standardize templates, strengthen controls, and reduce manual handoffs or duplicate client requests.
- Support audits, control testing, regulatory inquiries, and maintenance of audit-ready evidence.
- Provide backup coverage, share knowledge, and support training of recent team members.

Qualifications

- Four to six years of relevant experience and a post-secondary degree in business, finance, economics, or a related field, or an equivalent combination of education and experience.
- Experience supporting institutional clients within asset management, investment management, pensions, custody, banking, or financial services.
- Working knowledge of institutional client onboarding, account administration, and client lifecycle management.
- Familiarity with KYC, AML, suitability, tax, legal, and regulatory documentation applicable to institutional clients.
- Experience coordinating client reporting, portfolio-review materials, fee invoices, and service requests.
- Experience with Salesforce or a comparable CRM and proficiency in Microsoft Outlook, Excel, W

📌 Associate, Client Service (Quebec City)
🏢 BMO
📍 Quebec City