Category: Software Development/ Engineering

Main location: Canada, Ontario, Toronto

Position ID: J0725-1962

Employment Type: Full Time

Position Description:

We are Canada's largest independent information technology services firm, and after 45 years, we're still growing! Join us as a "Solution Specialist – Centre of expertise"

As a Solution Specialist on the Centre of Expertise team, you will serve as a key escalation point in the client servicing journey. Supporting both the Client Services and Operation teams, you’ll be responsible for resolving complex client and advisor requests, managing exceptions, and identifying systemic improvements across operational processes.

This role demands a high level of expertise in mutual fund transactions, compliance, and settlement practices, combined with excellent problem-solving and communication skills. You will also lead or contribute to business improvement initiatives, mentor team members, and ensure the accuracy and clarity of internal and external communications.

Your future duties and responsibilities:

• Respond to and resolve complex client and advisor queries with professionalism, efficiency, and attention to detail.
• Manage exception requests from financial advisors and internal Sales teams, ensuring alignment with regulatory and business policies.
• Serve as a liaison between frontline teams and departments such as Operations, Compliance, Risk, and Product to ensure service delivery aligns with business objectives.
• Investigate and resolve trade issues, settlement discrepancies, and account-level adjustments with minimal disruption to clients.
• Monitor exception trends and collaborate with internal stakeholders to implement long-term process improvements.
• Lead or contribute to business-driven projects such as impact list optimization, external callouts, and communication template enhancements.
• Maintain and regularly update internal knowledge bases and content repositories to reflect evolving practices, tools, and policies.
• Mentor and support new hires across Client Services and Sales Support; assist in delivering training and onboarding sessions.
• Represent client-facing insights in internal forums, project discussions, and continuous improvement initiatives.
• Participate in root cause analysis and service quality reviews to identify areas of opportunity and drive operational excellence.

Required qualifications to be successful in this role:

• Post-secondary education in Finance, Business Administration, or a related field (or equivalent experience).

• Minimum 3 years of experience in financial services, preferably with mutual fund operations or advisor support.

• Strong understanding of mutual fund processes, daily transactions, settlement cycles, and compliance standards in the Canadian financial industry.

• Demonstrated ability to manage escalations and provide resolution with a customer-centric mindset.

• Strong communication and interpersonal skills, with the ability to collaborate across departments and influence outcomes.

• Proficiency with Microsoft Office tools; familiarity with CRM systems, fund servicing platforms, or knowledge base software is a plus.

• Proven ability to balance operational tasks with project contributions in a fast-paced environment.

• Bilingualism (English/French) is an asset.

#LI-BN

Skills:

• Customer Service & Support
• Finance
• Local Problem Management
• Oracle CRM
• Process coordination
• Telephony
• Financial Services

What you can expect from us:

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.

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.