| June 10, 2024

Director of Business Management (CRM), Investment Management and Client Relationship Management

Guest Author


Website Investment Management Corporation of Ontario (IMCO)

At IMCO, our talent is among the best!  IMCO offers a uniquely stimulating and rewarding environment where you can help build and drive organizational transformation, all while seeking to challenge yourself, learn, and grow your career.

We offer a culture of collaboration and passion, creating unwavering value for the clients we serve.  Our vision is to be the partner of choice for Ontario’s public sector funds and build a high-performing, value-based Asset Management firm in the heart of downtown Toronto.

If you are ready to drive best-in-class service, and join a collaborative, motivated, and fun team of professionals, we’re ready to offer you a great place to work with exciting opportunities for growth and development.

If you want to use your expertise to drive strategic business outcomes, then we want you at IMCO!

IMCO is looking for a Director, Business Management to join our Client Relationship Management (CRM) team!

The Director of Business Management will lead the function for IMCO’s Client Relationship Management (CRM) team.  Reporting to Chief Client Officer, this role is critical in enabling a high performing team to achieve its objectives by supporting business planning, coordinating management and board reporting, and overseeing client event coordination and communications.  As an experienced professional, the Director will be instrumental in developing and executing client communications and will require strong business writing skills.  As a leader on the CRM team, the Director plans an active role in client collateral, including the review of investment publications and materials, applying a client lens, client education seminars, client newsletters, etc.  The Director fosters a client centric tone and serves as a strong advocate for clients across the organization.

This role will lead internal initiatives and activities that impact and support building and strengthening relationships with the organization’s current and prospective clients. The Director is also expected to manage by influence and forge strong relationships with internal stakeholders for the purpose of ensuring client interests are at the forefront and there is ongoing awareness and understanding of client objectives and aligned requirements.

This role enables the CRM team to deliver on their mandates, partners with IMCO stakeholders to deliver process and change initiatives, and identifies and delivers continuous improvement opportunities, building nimbleness and agility into the fabric of the organization and improving the team’s efficiency and effectiveness.  This role works in partnership with the CRM leaders to scope and deliver a range of client strategy initiatives.

The Director of Business Management will have a solid track record of structured problem solving, identifying critical business issues, developing structured program plans, driving to strong business outcomes, working across multiple business areas to orchestrate win-win solutions, managing change, and building relationships of trust at multiple levels.

As a member of the CRM team, you will:

  • Establish and document robust, effective, and repeatable operational processes.  This requires leading with partnership across the organization to improve efficiency of IMCO-wide processes that impact the CRM team.
  • With the support of internal stakeholders, the Director will lead, plan, design and execute client event management and client communications, i.e., monthly client newsletter.
  • In partnership with the CRM leadership team, the Director will architect the client success communications strategy for internal and external stakeholders.
  • Lead both the annual and multi-year business planning program for the CRM team, including budgeting and planning.
  • Applying strategic oversight to develop a view for general team resource management, creating a view for capacity optimization based on annual and program deliverables.
  • Acts as a conduit to CRM leaders to ensure client deliverables are coordinated with efficiency, meeting and exceeding client expectations, impacting the client experience.
  • Program and project management for IMCO’s Annual Client Reporting, ensuring KPIs and SLAs are monitored and managed in time for report production and delivery.
  • Program ownership for the team’s client database as well as inquiry management.  The Director will play a lead role in identifying efficiency and scale to support client needs.
  • Build effective relationships with internal partners and leaders across IMCO, including Investments, Finance, and Operations leaders and colleagues.
  • Leads with influence and client centricity as a representative in internal committees (i.e., Management Operating Committee, etc.)
  • Oversee, coordinate, and manage CRM cross-functional deliverables to Senior Executive Team and IMCO Board of Directors.
  • Applies a growth mindset to identify and implement opportunities to drive nimbleness and innovation across the team, partnering with stakeholders and internal functions across the organization.
  • Identify, implement, and deliver results from continuous improvement initiatives for the team.
  • Serve as strategic partner and primary contact for all enterprise-wide programs that impact the CRM team, i.e., annual business planning, corporate initiatives, employee program development, etc.
  • Provide leadership, mentorship, and development to the CRM team.
  • Work with senior leaders across IMCO to meet strategic objectives.
  • Play a key role in fostering an environment of partnership, caring and inclusivity.

You will bring: 

  • A bachelor’s degree in a related field of study.
  • An advanced degree in Finance, MBA, or a related field and/or CFA/FRM/CAIA designation would be an asset.
  • 10+ years of experience working in related roles in financial services, management consulting, or other relevant industries.
  • Good understanding of financial markets and investment products, experience working for an institutional asset manager is an asset.
  • Experience structuring problems, resolving ambiguity, driving to decision and action, getting things done, delivering business results.
  • Experience in leading and mentoring dynamic and diverse teams.
  • Experience working in complex stakeholder environments.
  • Strong analytical skills and business judgement as well as business writing.
  • Team player who enjoys a collaborative environment and high-performance culture
  • Exceptional tact, diplomacy, and strong client focused approach
  • Exceptional communication with the ability to articulate complex concepts to a variety of internal audiences.
  • Dynamic inter-personal skills, with the ability to work collaboratively and engage all stakeholders.
  • Ability to develop strategies and implementation plans.
  • Role model work ethic, using the highest level of integrity under all conditions.
  • Ability to influence others through the appropriate use of persuasion, passion, empathy, and logic when presenting opportunities, issues, and recommendations.
  • Demonstrated strength in decision-making, strategic analysis and planning, all with sound judgement.


To apply for this job please visit imcoinvest.wd3.myworkdayjobs.com.