Top Benefits
About the role
Unit Manager, Business Operations
Employment Type: Permanent
Address
30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada
Imagine yourself at IFDS
Come experience a community like no other at International Financial Data Services (IFDS). We offer work opportunities driven by a passion for creating market leading financial solutions, and a culture that nurtures collaboration, accountability, diversity & inclusion, and continuous learning. We’ll provide you with opportunities to develop your career. From ongoing training and development programs to experiences working with our global financial services partners, you’ll be able to realize your full potential.
Who we are
With its global headquarters in Toronto, Canada, International Financial Data Services (IFDS) is a world-leading provider of outsourcing and technology solutions to the financial services industry. IFDS services over 240 financial organizations around the world, providing solutions to a wide range of global asset managers, wealth managers, banks, and insurance companies. With employees and partners located throughout Canada, Europe, and Asia-Pacific, the IFDS enterprise supports more than 17 million accounts with AUA of approximately CAD $4 trillion. IFDS Canada, Ireland, and Luxembourg are 50/50 joint ventures between Boston-based State Street Corporation, one of the world’s leading providers of financial services to institutional investors, and Connecticut-based SS&C Technologies, a global provider of investment and financial software-enabled services and software for the global financial services and healthcare industries.
Job overview
The Unit Manager’s primary focus is to manage, develop and provide day- to-day support to their team. This includes acting as a Senior Technical Specialist to assist with processing / call handling and authorizing transactions. The Unit Manager is responsible for mitigating and handling appropriate resolutions for incidents and escalations, ensuring Service Level Agreements and regulatory standards are met and are in accordance with company policies and industry guidelines.
What you will do
-
Technical/Day to Day Requirements:
- Oversees the operations of the team to ensure that all financial and non-financial transactions are processed according to client SLA’s. This includes oversight of MCS Operations functions.
- Assists with processing / calls and approvals on a daily basis.
- Oversight and governance of key operational tasks ensuring that work is completed accurately and in accordance with all company policies; industry guidelines and client policies and procedures.
- Acts as the point person to respond to sensitive and escalated inquiries from clients, shareholders, and broker/dealers as well as escalations or inquiries raised from other teams within IFDS.
- Identifies and proactively communicates trends/concerns with processing and offshore business partners.
- Ensures that teams are continuously seeking to improve processes both internally at IFDS and externally with our clients.
- Implements procedures to improve service levels, productivity and cost effectiveness of department operations.
- Assists with the management of daily and monthly reporting as required.
- Handles telephone and written inquiries from the fund company regarding operating policies and procedures. May participate in conference calls and meetings with fund companies.
- Participates and /or coordinate special projects impacting the team.
- Monitors escalated issues and provides progress reports to clients and other stakeholders as appropriate
-
People Management:
- Provides leadership to direct reports and their staff to build a team environment where excellence is the goal of everyone by:
- Modeling the values and the goals of the organization and the management team.
- Providing day-to-day coaching relative to the development of both technical and behavioral competencies. Ensuring all associates receive coaching and developmental support.
- Ensuring key resources are identified and plans for retention are in place.
- Promoting appropriate training and development.
- Assuring compliance with Company Human Resources management/policies.
- Provides leadership to direct reports and their staff to build a team environment where excellence is the goal of everyone by:
What we require
- Post-secondary education in a related discipline
- Excellent knowledge of International Financial Mutual Fund Record Keeping Systems and Transfer Agency operations business process as well as the rationale for same
- Excellent interpersonal and communication skills
- Very strong ability to organize and prioritize work.
- Team Player, able to work in a team environment with shared goals and accountabilities
- Excellent leadership skills with the ability to lead and work as part of a cohesive team
- Exemplary client focus in determining, managing and meeting client expectations
- Understands the business impact of escalated incidents/issues and service requests
- Ability to influence others both in their team and outside area of immediate responsibility
- Ability to present/relate the problem and recommended solution(s) in such a way to influence the required action by others in other groups
- Ability to organize work in order to accomplish multiple and changing priorities within specified timeframes
- Able to coordinate and operate in stressful situations in resolving the client’s issues
- Solid research / information gathering / analytical and problem-solving skills - takes a logical approach to analyzing problems
- Positive Impact – Performs in a manner that makes a strong positive impression on others e.g. high energy level, a problem solving approach, and the ability to act with a sense of urgency when the situation demands it
- In-depth knowledge of iFAST system
- Solid knowledge and skills re Microsoft applications.
Working Conditions
- Must be willing to work US and Canadian Holidays
- Willingness to work in an environment with flexible schedules (i.e mid to late shift) that is driven by client commitments and high volumes.
- Must be flexible and able to work overtime from time to time.
- Employee working hours consist of various shifts morning and afternoons. Overtime may be required based on business needs.
AODA Statement
IFDS Canada encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.
Top Benefits
About the role
Unit Manager, Business Operations
Employment Type: Permanent
Address
30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada
Imagine yourself at IFDS
Come experience a community like no other at International Financial Data Services (IFDS). We offer work opportunities driven by a passion for creating market leading financial solutions, and a culture that nurtures collaboration, accountability, diversity & inclusion, and continuous learning. We’ll provide you with opportunities to develop your career. From ongoing training and development programs to experiences working with our global financial services partners, you’ll be able to realize your full potential.
Who we are
With its global headquarters in Toronto, Canada, International Financial Data Services (IFDS) is a world-leading provider of outsourcing and technology solutions to the financial services industry. IFDS services over 240 financial organizations around the world, providing solutions to a wide range of global asset managers, wealth managers, banks, and insurance companies. With employees and partners located throughout Canada, Europe, and Asia-Pacific, the IFDS enterprise supports more than 17 million accounts with AUA of approximately CAD $4 trillion. IFDS Canada, Ireland, and Luxembourg are 50/50 joint ventures between Boston-based State Street Corporation, one of the world’s leading providers of financial services to institutional investors, and Connecticut-based SS&C Technologies, a global provider of investment and financial software-enabled services and software for the global financial services and healthcare industries.
Job overview
The Unit Manager’s primary focus is to manage, develop and provide day- to-day support to their team. This includes acting as a Senior Technical Specialist to assist with processing / call handling and authorizing transactions. The Unit Manager is responsible for mitigating and handling appropriate resolutions for incidents and escalations, ensuring Service Level Agreements and regulatory standards are met and are in accordance with company policies and industry guidelines.
What you will do
-
Technical/Day to Day Requirements:
- Oversees the operations of the team to ensure that all financial and non-financial transactions are processed according to client SLA’s. This includes oversight of MCS Operations functions.
- Assists with processing / calls and approvals on a daily basis.
- Oversight and governance of key operational tasks ensuring that work is completed accurately and in accordance with all company policies; industry guidelines and client policies and procedures.
- Acts as the point person to respond to sensitive and escalated inquiries from clients, shareholders, and broker/dealers as well as escalations or inquiries raised from other teams within IFDS.
- Identifies and proactively communicates trends/concerns with processing and offshore business partners.
- Ensures that teams are continuously seeking to improve processes both internally at IFDS and externally with our clients.
- Implements procedures to improve service levels, productivity and cost effectiveness of department operations.
- Assists with the management of daily and monthly reporting as required.
- Handles telephone and written inquiries from the fund company regarding operating policies and procedures. May participate in conference calls and meetings with fund companies.
- Participates and /or coordinate special projects impacting the team.
- Monitors escalated issues and provides progress reports to clients and other stakeholders as appropriate
-
People Management:
- Provides leadership to direct reports and their staff to build a team environment where excellence is the goal of everyone by:
- Modeling the values and the goals of the organization and the management team.
- Providing day-to-day coaching relative to the development of both technical and behavioral competencies. Ensuring all associates receive coaching and developmental support.
- Ensuring key resources are identified and plans for retention are in place.
- Promoting appropriate training and development.
- Assuring compliance with Company Human Resources management/policies.
- Provides leadership to direct reports and their staff to build a team environment where excellence is the goal of everyone by:
What we require
- Post-secondary education in a related discipline
- Excellent knowledge of International Financial Mutual Fund Record Keeping Systems and Transfer Agency operations business process as well as the rationale for same
- Excellent interpersonal and communication skills
- Very strong ability to organize and prioritize work.
- Team Player, able to work in a team environment with shared goals and accountabilities
- Excellent leadership skills with the ability to lead and work as part of a cohesive team
- Exemplary client focus in determining, managing and meeting client expectations
- Understands the business impact of escalated incidents/issues and service requests
- Ability to influence others both in their team and outside area of immediate responsibility
- Ability to present/relate the problem and recommended solution(s) in such a way to influence the required action by others in other groups
- Ability to organize work in order to accomplish multiple and changing priorities within specified timeframes
- Able to coordinate and operate in stressful situations in resolving the client’s issues
- Solid research / information gathering / analytical and problem-solving skills - takes a logical approach to analyzing problems
- Positive Impact – Performs in a manner that makes a strong positive impression on others e.g. high energy level, a problem solving approach, and the ability to act with a sense of urgency when the situation demands it
- In-depth knowledge of iFAST system
- Solid knowledge and skills re Microsoft applications.
Working Conditions
- Must be willing to work US and Canadian Holidays
- Willingness to work in an environment with flexible schedules (i.e mid to late shift) that is driven by client commitments and high volumes.
- Must be flexible and able to work overtime from time to time.
- Employee working hours consist of various shifts morning and afternoons. Overtime may be required based on business needs.
AODA Statement
IFDS Canada encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.