Manager of Fiduciary Guidance

Manager of Fiduciary Guidance and Client Onboarding

This position will lead and manage our Trust Advocacy and New Client Onboarding teams. Trust Advocacy is responsible for reviewing governing document related activities/decisions (e.g. new business document reviews and acceptance, discretionary distributions, terminations, modifications) while making fiduciary decisions consistent with the law and the bank's risk appetite. This position will also lead our new client onboarding teams and transforming how we onboard new trust clients end-to-end. This position also leads the Account Closing team and will lead a transformation of the team to become an end-to-end Account Termination Team beginning when a termination event occurs or will occur in the near future (e.g. attainment of age). The incumbent will lead, oversee and manage these middle office functions to be best-in-class as demonstrated by the quality of the service, service level agreements (speed to completion, accuracy, ease) and will lead a continuous improvement operating model. The incumbent will lead the team and be responsible for independent decision making, effective risk acceptance and compliance with applicable laws, rules and regulations.

Position Responsibilities:

Trust Advocacy -- Advice & Decisions

• Ensure PITARS items are "picked up" timely
• Assign tasks as appropriate
• Develop a transformational approach to Trust Advocacy
• Enhance SLAs and deliver on SLAs
• Monitor PITARS and internal client satisfaction
• Develop an internal satisfaction survey and adjust service delivery as appropriate
• Develop and manage staffing models for each role
• Lead the team to provide best-in-class business service
• Closely collaborate with sales teams to ensure timely decisioning on new business.
• Closely collaborate with advisor teams to ensure timely decisioning on discretionary actions.

New Client Onboarding

• Ensure that new opportunities are "picked up" timely and put into production.
• Transform the team from its current "conveyor belt" approach to Team Pods that own specific opportunities end-to-end, including:
  • Pre-Acceptance
  • Document Origination
  • Account Opening
  • Account Funding
  • Cost Basis
  • Develop and enhance SLAs for these activities.
  • Develop real time reporting for sales colleagues to be able to see the stage at which an opportunity sits.
  • Develop a continuous improvement approach to each area.

Closing

• Ensure termination items are "picked up" timely.
• Assign tasks as appropriate.
• Transform Account Closing to Account Termination Team, adopt an end-to-end approach.
• Transform the team to own more of the process from the time of the termination notice.
• Enhance SLAs and deliver on SLAs
• Determine distributions - create schedule of distributions in collaboration with Fiduciary Risk & Compliance and Corporate Legal.
• Develop appropriate communications for end clients.

Risk Management

• Own the inherent risks of the business units.
• Own the RCSA (Risk and Controls Self-Assessment) and CCRA (Corporate Compliance Risk Assessments) for the business units.
• Manage the activities of the business units in line with the corporate risk appetite statement.
• Other duties as assigned.