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CGI

Account Executive

Toronto, ON, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Nov 4, 2026
Experience: 3+ years of experience in account management, IT service operations, client delivery management, or commercial contract coordination within the IT or financial services sector.
Posting language: English
Posted: Oct 5, 2026

Original job description

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

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.
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.
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.
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.
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.
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.
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.

Together, as owners, let’s turn meaningful insights into action.

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.

To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our team - one of the largest IT and business consulting services firms in the world.

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More about this job

Responsibilities

Manage day-to-day client relationships and account governance for credit unions, coordinating statements of work, contracts, invoicing, satisfaction assessments, and service-level monitoring. Identify and escalate operational risks, resolve client issues with delivery teams, and support account growth and renewals across CGI’s banking and IT services.

Requirements

Requires at least three years of experience in account management, IT service operations, client delivery, or commercial contract coordination, along with strong governance, financial, communication, and escalation-management skills. Experience with credit unions or financial institutions is expected, while familiarity with core banking, digital banking, or managed IT services and a relevant degree or diploma are strong assets.

Skills

Account Management
Client Governance
Meeting Cadence Management
Statement Of Work Coordination
Contract Management
Invoicing And Billing
Financial Reconciliation
Escalation Management
Risk Identification
Key Performance Indicator Monitoring
Executive Communication
Credit Union Operations
Account Growth And Renewals

Visa sponsorship

Not detected in the job text

Keywords

Credit Unions
Financial Services
Account Management
DNA Core Banking
RFS360 Banking
CGI Digital Banking
EbankIT
CGI Digital Fabric
CGI Integrator
Managed IT Services
Hybrid Cloud
Endpoint Management
Disaster Recovery
Cybersecurity
Statements Of Work
Contract Coordination
Net Promoter Score
Service Level Agreements
Key Performance Indicators
Invoicing
Revenue Tracking
Accounts Receivable
Escalation Management
Root-Cause Analysis
Risk Registers
CRM
Digital Banking
Core Banking
Account Renewals

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