Trust Relationship Manager

Role Overview

To administer a portfolio of the most complex trust or estate account relationships within a specific trust business (Personal, Employee Benefit or Issuer Services) in compliance with controlling documentation and/or customer direction, internal policies, and external regulations. The role is also responsible for developing and expanding account relationships, delivering high-quality customer service, and providing guidance to less experienced personnel.

Key Responsibilities

Client Service & Relationship Management

• Communicate and meet with customers proactively; respond to enquiries in a timely and accurate manner in line with established quality service standards.
• Provide high-quality service to customers across assigned trust and estate relationships.

Trust and Estate Administration – Complex Portfolios

• Administer a portfolio of the most complex trust or estate account relationships in accordance with controlling documentation and/or customer direction, Company policies, and external regulations.
• Where applicable, monitor and collect receivables and invest funds.

Business Development & Revenue Growth

• Expand customer relationships through the sale and/or referral of additional products and services to increase fee-based income.
• Cross-sell other Company products and provide referrals to other areas of the Company as appropriate.
• Develop new profitable current and future fee relationships through a network of referral sources.

Documentation Oversight & Governance

• Ensure completeness and compliance of underlying documentation for new and existing relationships to protect Company and customer interests.
• Work with counsel and management as required to negotiate agreement provisions.

People Development & Collaboration

• Provide guidance and training to less experienced personnel.
• Participate in action groups and committees as assigned.

Risk Management, Compliance & Internal Controls

• Adhere strictly to compliance and operational risk controls in accordance with client and regulatory standards, policies, and practices.
• Report control weaknesses, compliance breaches, and operational loss events.
• Maintain client internal control standards, including timely implementation of internal and external audit points and addressing issues raised by external regulators.

Decision-Making Responsibility

Performs according to prescribed procedures and formulates the appropriate level and means of servicing assigned accounts, including:

• Approving discretionary payments, as applicable.
• Signing legal documents on behalf of the Company within assigned limits.
• Escalating decisions beyond assigned authority to higher management for approval.
• Providing guidance and training to less experienced personnel.

Knowledge, Skills & Experience

• Minimum of 10 years of proven and progressive trust administration experience or equivalent.
• Strong communication, analytical, customer service, and problem-solving skills.
• Strong knowledge of regulations impacting the area of responsibility.
• Proficiency with personal computers and relevant mainframe systems/software packages.
• Strong knowledge of investment markets and concepts, with the ability to discuss investment results with customers.

Qualifications

• Bachelor’s degree in Business, a related field, or equivalent experience.
• Master’s degree and/or CTFA preferred, but not required.

Key Relationships

• Trust and estate customers and their advisers, including legal counsel as required.
• Internal partners across Private Banking and Trust & Fiduciary Services.
• Counsel and management for agreement negotiation and issue resolution.
• Audit, Compliance, and Operational Risk stakeholders.

Success Measures

• High-quality administration of complex trust/estate portfolios in line with governing documentation and customer direction.
• Strong customer outcomes through proactive engagement, timely and accurate responses, and achievement of service standards.
• Growth in fee-based income through effective cross-selling, referrals, and new relationship development.
• Strong control environment through complete documentation, adherence to compliance and operational risk controls, and timely closure of audit/regulatory issues.
• Effective coaching and training contribution to overall team capability.