Position Description:

CGI’s Services to Credit Unions division is a trusted partner to over 110 credit unions, small banks, and trusts across Canada, supporting more than two million end-members. We empower credit unions to modernize their digital offerings, streamline back-office operations, enhance security, and deliver exceptional member experiences through cutting-edge solutions, including:

• Core Banking Systems: DNA Core Banking and RFS360™ Banking solution.

• Digital Banking & Platforms: CGI Digital Banking™ (powered by ebankIT), CGI Digital Fabric™, and CGI Integrator™ API engine.

• Managed IT Services: Managed network, hybrid cloud, endpoint management, disaster recovery, and preventative cybersecurity solutions.

Working in close partnership with CGI Delivery Directors and supporting CGI Directors, Consulting Services (DCS), the Account Executive – Services to Credit Unions serves as the operational and strategic anchor for assigned credit union client accounts. This role combines dedicated account management of growing existing accounts along with an operational focus—establishing regular meeting cadences, ensuring flawless execution of ongoing contracts, driving financial and invoicing accuracy, coordinating Statements of Work (SOWs), leading CGI’s Client Satisfaction Assessment Program (CSAP), and triaging client escalations. In addition, Account Executives should identify any net-new business opportunities within their accounts and bring these opportunities to DCS’s attention.

Because of their unique position as the primary, regular point of contact with credit union clients, the Account Executive plays a vital role in operational vigilance—ensuring CGI Directors are proactively alerted to any emerging risks or potential client escalations requiring executive attention. The Account Executive acts as the day-to-day operational leader and trusted commercial partner for credit union executives (CEOs, CIOs, CFOs, and Operations Directors). You will be responsible for relationship governance, contract hygiene, billing accuracy, client satisfaction tracking, operational service level alignment, and supporting organic account expansions across CGI's solution ecosystem.

Your future duties and responsibilities:

1. Account Relationship Cadence & Client Governance

• Establish Regular Meeting Cadence: Schedule and lead a predictable, structured meeting cadence (e.g., weekly/bi-weekly operational check-ins, monthly account governance reviews, and quarterly service updates) with key credit union stakeholders and operational leaders.

• Proactive Communication: Serve as the central communication link to ensure clients are consistently informed on operational health, project statuses, delivery timelines, and CGI initiatives.

• Relationship Nurturing: Build deep, trusted commercial relationships across client management teams to foster long-term satisfaction and account retention.

1. Statements of Work (SOWs) & Contracting Coordination

• End-to-End Workflow Management: Coordinate the SOW lifecycle from initial client request through internal intake, delivery team review, and client distribution.

• Cross-Functional Collaboration: Partner closely with CGI Delivery Directors, Solution Architects, Legal, and Finance teams during intake to ensure full alignment on project scopes, deliverables, SLAs, and pricing models.

• Client & Internal Communication: Keep credit union stakeholders proactively updated on SOW progress and status, while ensuring internal CGI delivery teams are immediately informed of any scope modifications, timeline changes, or client feedback.

1. Invoicing Oversight & Financial Administration

• Oversee monthly invoicing, billing schedules, milestone reconciliations, and revenue tracking across assigned client accounts.

• Serve as the primary point of contact for client billing queries, working proactively with internal CGI finance and accounting teams to resolve invoicing discrepancies.

• Monitor account receivables, address payment delays, and ensure overall financial alignment between CGI and client organizations.

1. Client Satisfaction Assessment Program (CSAP) Execution

• Take end-to-end ownership of CGI’s proprietary Client Satisfaction Assessment Program (CSAP) for assigned credit union accounts.

• Schedule, conduct, and analyze regular CSAP interviews with key client executives and operational leads to measure satisfaction, gather feedback, and identify areas for improvement.

• Support CGI Directors, Consulting Services (DCS) in developing and tracking actionable post-CSAP remediation plans, ensuring client feedback is addressed and incorporated into service delivery enhancements.

1. Client Escalation & Problem Governance

• Early Escalation Awareness: Leverage your position as the regular point of contact with clients to detect early indicators of dissatisfaction or operational risk, ensuring CGI Directors, Consulting Services (DCS) and Delivery Directors are promptly made aware of potential escalations that require executive attention.

• Escalation Resolution: Act as the single operational point of contact for client escalations regarding service delivery bottlenecks, system outages, or project delays.

• Post-Incident Governance: Partner with CGI Delivery Directors and operational managers to drive rapid incident resolution, transparent communication, and post-escalation root-cause reviews, keeping internal CGI leadership fully briefed throughout.

1. Account Operations & Internal Collaboration

• Work closely with CGI Delivery Directors to monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), ensuring delivery teams consistently fulfill contractual obligations.

• Support CGI Directors, Consulting Services with overall account strategy, portfolio health reporting, executive client engagement, and commercial risk management.

• Maintain account administrative records, CRM data, risk registers, and contract renewal timelines.

1. Account Growth & Renewal Strategy

• Support organic account expansion and contract renewals across existing clients (DNA Core Banking capabilities, CGI Digital Fabric™, digital banking enhancements, and managed IT services).

• Nurture strong operational and strategic relationships with credit union executives and operational management.

Required qualifications to be successful in this role:

• 3+ years of experience in account management, IT service operations, client delivery management, or commercial contract coordination within the IT or financial services sector.

• Governance & Cadence Management: Demonstrated track record of establishing and maintaining structured meeting cadences, executive reporting routines, and multi-tier relationship management plans.

• Proactive Risk Identification: Strong sensitivity to client sentiment as the primary point of contact, with the judgment to elevate emerging issues and potential escalations to CGI Directors in a timely manner.

• SOW Workflow & Financial Acumen: Demonstrated expertise in managing SOW intake and distribution workflows, managing scope adjustments, and understanding project billing and financial reconciliations.

• Governance & CSAP: Proven background leading structured client satisfaction processes (e.g., CSAP, NPS surveys), developing mitigation action plans, and presenting feedback to internal executive leadership.

• Escalation Management: Demonstrated ability to remain calm under pressure and effectively triage, communicate, and resolve high-severity operational client escalations in partnership with delivery leaders.

• Internal Collaboration: Demonstrated ability to work closely with Delivery Directors and support Directors, Consulting Services (DCS) in a matrixed IT services environment.

• Strong operational discipline, attention to detail, and organizational capabilities.

• Exceptional relationship-building, conflict resolution, and executive communication skills.

• Domain Knowledge: Experience working with Credit Unions, Retail Banks, or Financial Institutions. Familiarity with core banking operations (e.g., DNA Core Banking), managed IT infrastructure, or digital banking platforms is strongly preferred.

• Education: Degree or Diploma in Business Administration, Information Technology, Finance, or a related field (or equivalent practical experience) is a strong asset.

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes various factors, including but not limited to skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $85,000 - $135,000.

#LI-SSCGI

Skills:

• Banking

• Client management

• MS Office365

• Requirements Analysis

What you can expect from us:

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Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

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