VP – Product and Service Support

At Broadridge, we’ve built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

As a Product Leader, within the Wealth Management Business, you will support the Canadian Wealth Strategic roadmap to ensure Broadridge wealth provides next gen digital capabilities to the Canadian marketplace. 

This role will be responsible for creating and executing the Canadian component strategy and product roadmaps in support of our next generation retail wealth platform leveraging best in class capabilities and practices.   This role will be responsible for creating, influencing, aligning, and driving strategic capability strategies and solutions in collaboration with our business, technology and best in class vendor partners.   

The Product VP role will consider market and competitive analysis, understand industry trends, innovative solutions and technology which will drive the roadmap to ensure we are an industry leader in Wealth with a focus on brokerage settlement processing.  In alignment with the broader Wealth Platform, understanding our componentized approach to meet the needs of Canadian retail banking and wealth firms leveraging Broadridge investments, Canadian best in class components/ capabilities and partner solutions that will enable new revenue opportunities and increase client satisfaction will be key.  Collaborating with your internal business, finance, development, technology, and third-party partners will drive the successful launch and continuous evolution of the Canadian wealth platform. 

Over the past few years Broadridge has enjoyed revenue growth across products and geographies with a renewed focus on our Wealth Management Solution and we are looking to accelerate this growth and modernize /transform our products procedures and organization.

Key Product Responsibilities Include:

• Understanding the Canadian wealth marketplace, innovation industry trends and technology, competitors (traditional & nontraditional), gathering voice of the client / prospects to ensure functional competitiveness and ‘being innovative’ to transform our industry and digital product offerings with a focus on brokerage settlement processing
• Collaborating with clients to gain insight and needs to ensure solutions are next generation focused
• Creating, executing, and maintaining capability roadmaps which support the successful industry adaption of our integration capability approach leveraging Broadridge, client and third party best in class solutions.  Specific focus on existing and new components, product lifecycle management, integration and innovations will be important to align with business needs
• Understanding the Wealth Platform capabilities, our client needs and industry challenges which will driving additional investment priorities to ensure market leadership within our solutions
• Leading all activities related to the development and support of products assigned
• Provide client assistance to answer questions in addition to providing troubleshooting assistance for application
• Coordinates implementation of changes and signoff with internal departments and external parties
• Participates in special projects and inter-team assignments as needed

• Collaboration with finance, marketing, development, technology and QA partners to ensure a successful, profitable product line
• Driving regular reporting to provide transparency into strategy, product roadmap, timelines and financials
• Strong and compelling communication including being ambitious, proactive, collaborative, transparent and utilizing new communication media
• Provide guidance, leadership, and insight to fellow associates to continue career advancement of team

Key Service Delivery Responsibilities Include:

• Maintain and help improve the customer service support model that is aligned with our strategic priorities
• Partner with development, product, application support and operational teams to ensure seamless execution of service
• Lead initiatives to scale the customer service organization to meet the growing needs of the business
• Craft, measure and exceed service standards and key performance metrics
• Manage quality of service metrics to ensure a premium-quality customer experience
• Work with help desk / technical support and operations groups to meet daily SLA’s between Broadridge systems and client systems
• Establish KPI in terms of custom service/satisfaction and work towards exceeding the goals by track/measurement results
• Manage, where necessary, to respond to system problems and facilitate solutions for production support issues

Qualifications:

• A minimum of 10 years’ experience in the Wealth Management industry in a leadership role
• Specific experience in brokerage settlement processing capabilities, trading solutions, strategy, finance (business case creation & pricing models) and product management (focused on product lifecycle management);
• Innovative approach to next generation wealth management
• Ability to travel as necessary
• Bachelor’s degree
• Knowledge of financial services, securities processing, wealth management industry is preferred
• Strong leadership skills in product management, best-of-breed wealth solutions, technologies and digital best practices
• Hands-on experience creating strategy and business cases related to product management
• Strong product management experience in data and system integration from a business and technical perspective in support of our wealth strategy
• Experience and aptitude presenting strategies and solutions to senior executives, technology partners, and key stakeholders

• Ability to multi-task and work efficiently under pressure with careful attention to detail
• Outstanding ability to think creatively and innovatively
• Motivated self-starter who can collaborate
• Team player with solid interpersonal skills, and the ability to deliver effective oral and written communications
• Ability to adapt and thrive in a fast-paced, changing environment
• Experience working in a global, cross-functional team is a plus

Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.

We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates diversity in all its dimensions.