Top Benefits
About the role
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 Communication Centre of Excellence team is part of the Full-Service Domestic Operations Department. The incumbent manages day to day operations and is responsible for developing the Contact Centre and Problem Resolutions policies and procedures and providing leadership, guidance and coaching to direct reports. The Unit Manager is also accountable for providing business solutions, resolving operational problems, identifying efficiencies and ensuring IFDS is in compliance with all regulatory requirements and company policies.
If you want to be part of a culture that values and fosters team unity, builds rapport with our clients and works closely with our fellow business partners then consider working at IFDS.
The Unit Manager, Contact Centre reports to the Senior Group Manager, Domestic Operations and has 10-12 direct reports comprising Bilingual Customer Service Agents and Client Service Specialists. This role also collaborates with other members of the team, internal stakeholders and external partners/clients.
What You Will Do
-
People Management 60% (Time & Effort)
-
Responsible for ensuring teams are meeting all SLA, contractual, and regulatory standards
-
Proactively communicates any negative trends/concerns to senior management
-
Responsible for overall risk management as it pertains to assigned teams
-
Monitors and communicates service statistics (as applicable)
-
Coaches, develops and mentors management staff
-
Ensures that all staff receive ongoing feedback on performance as well as day-to-day coaching for the development of technical, operational, and behavioral competencies
-
Prepares and negotiates performance agreements, reviews and individual development plans for direct reports
-
Functional Oversight 40%
-
Responsible for maintaining appropriate staffing levels on an ongoing basis and assist management team in the recruitment process
-
Monitors escalated issues and provides progress reports to clients and other stakeholders as appropriate
-
Handles telephone and written inquiries from the fund company regarding operating policies and procedures. May participate in conference calls and meetings with fund companies
-
Ensures that teams are continuously seeking to improve processes both internally at IFDS and externally with our clients
-
Identifies and proactively communicates trends/concerns with processing and offshore business partners
-
Assists management staff in implementing strategies and procedures to improve service levels, productivity and cost effectiveness of department operations
-
Manages and/or actively participates in projects. This includes both client projects, as well as, company wide projects
-
Ensures that team is thoroughly educated on all IFDS products
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
- Minimum 3-5 years experience managing Contact with sound knowledge of measurement analytics, accessibility, responsiveness and productivity
- 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
- Ability 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
- Willingness to work in an environment with flexible schedules (i.e mid to late shift) that is driven by client commitments and high volumes.
- Currently mandated to work from office once a week, however applicants must be flexible and adaptable in a Hybrid model Employee working hours consist of various shifts morning and afternoons. Overtime may be required based on business needs.
- 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.
Section: Client Experience Operations
Top Benefits
About the role
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 Communication Centre of Excellence team is part of the Full-Service Domestic Operations Department. The incumbent manages day to day operations and is responsible for developing the Contact Centre and Problem Resolutions policies and procedures and providing leadership, guidance and coaching to direct reports. The Unit Manager is also accountable for providing business solutions, resolving operational problems, identifying efficiencies and ensuring IFDS is in compliance with all regulatory requirements and company policies.
If you want to be part of a culture that values and fosters team unity, builds rapport with our clients and works closely with our fellow business partners then consider working at IFDS.
The Unit Manager, Contact Centre reports to the Senior Group Manager, Domestic Operations and has 10-12 direct reports comprising Bilingual Customer Service Agents and Client Service Specialists. This role also collaborates with other members of the team, internal stakeholders and external partners/clients.
What You Will Do
-
People Management 60% (Time & Effort)
-
Responsible for ensuring teams are meeting all SLA, contractual, and regulatory standards
-
Proactively communicates any negative trends/concerns to senior management
-
Responsible for overall risk management as it pertains to assigned teams
-
Monitors and communicates service statistics (as applicable)
-
Coaches, develops and mentors management staff
-
Ensures that all staff receive ongoing feedback on performance as well as day-to-day coaching for the development of technical, operational, and behavioral competencies
-
Prepares and negotiates performance agreements, reviews and individual development plans for direct reports
-
Functional Oversight 40%
-
Responsible for maintaining appropriate staffing levels on an ongoing basis and assist management team in the recruitment process
-
Monitors escalated issues and provides progress reports to clients and other stakeholders as appropriate
-
Handles telephone and written inquiries from the fund company regarding operating policies and procedures. May participate in conference calls and meetings with fund companies
-
Ensures that teams are continuously seeking to improve processes both internally at IFDS and externally with our clients
-
Identifies and proactively communicates trends/concerns with processing and offshore business partners
-
Assists management staff in implementing strategies and procedures to improve service levels, productivity and cost effectiveness of department operations
-
Manages and/or actively participates in projects. This includes both client projects, as well as, company wide projects
-
Ensures that team is thoroughly educated on all IFDS products
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
- Minimum 3-5 years experience managing Contact with sound knowledge of measurement analytics, accessibility, responsiveness and productivity
- 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
- Ability 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
- Willingness to work in an environment with flexible schedules (i.e mid to late shift) that is driven by client commitments and high volumes.
- Currently mandated to work from office once a week, however applicants must be flexible and adaptable in a Hybrid model Employee working hours consist of various shifts morning and afternoons. Overtime may be required based on business needs.
- 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.
Section: Client Experience Operations