Director - Relationship Management

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. The IFDS enterprise supports more than 17 million accounts with AUA of approximately CAD $4 trillion. IFDS Canada is a 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.

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.

Role Overview

The Director, Relationship Management is an integral role focused on relationship management supporting our existing Clients.
Reporting to the Senior Vice President, BD & Global Client Relations, Mexico and LATAM Country Head; this role co-manages strategic client relationships and contributes to IFDS profitability by supporting and leveraging all suite of products and solutions at IFDS to augment the client share of wallet with IFDS. The incumbent also manages the delivery of our services and solutions tailored to our clients’ needs and project requirements. This role collaborates across IFDS’s service teams to ensure that the client needs are supported with the highest quality solutions.

Role Responsibilities

Client Oversight Management

• Develops multiple effective relationships within a client’s team
• Maintains comprehensive view of client status and intervenes as required to manage escalations and resolve issues.
• Resolves key issues, possible escalations, problems and opportunities with their clients’ business
• Provides effective oversight of all key initiatives and projects for assigned Clients
• Mitigates against unnecessary escalation by clients and manages their concerns through effective and proactive communication
• Documents and shares call reports for all critical clients and prospect meetings, Maintains the current CRM with all opportunities and call logs.
• Provides oversight for all operational and project-based service levels
• Collaborates with the Account Management, Operations and technology teams to provide a consolidated view of clients’ accounts. Develops and maintains a supporting governance structure internally and externally

Augment Client Revenue

• Responsible for solution identification and supporting SVP of BDRM with revenue generation opportunities within the assigned clients and other prospect business development activities as required.
• Maintains and develops relationships with clients for the purpose of delivering assigned solutions
• Participates in solution identification and implementation for assigned clients and engages internal SMEs as appropriate
• Contributes to IFDS’ profitability by leveraging all revenue generation opportunities within assigned clients.
• Ensures adherence to fee-based services, or cost recovery, to IFDS
• Progresses pre-identified proposal opportunities, develops content, schedules, and other artifacts, as needed, under the direction of the VP or SVP of Business Development & Relationship Management
• Engages SMEs across the organization and key functions in the strategic solutions planning in discussions with clients
• Proactively manages the client experience at all management levels within IFDS
• Works with key internally stakeholders to develop appropriate action plans and responses
• Mobilizes key functions within IFDS to address critical issues and challenges as required
• Provides frequent updates to Salesforce with clients’ activities and contacts, as well as monitoring updates by other key internal stakeholders
• Actively monitors progress of all action plans and responses associated with clients on key issues, challenges and opportunities
• Identifies tactical gaps and opportunities with existing products, services and functions, and collaborates with internal partners to develop action plans

Minimum Qualifications

• 7 + years within the Financial Services industry in a client-facing or relationship management role
• Superior verbal and written communication skills, as well as high level of interpersonal skill to interact with senior business professionals
• In-depth understanding of mutual funds and associated products/services
• Related CSI or Financial Services designation is an asset
• Solid technical knowledge of IFDS applications (including iFast, IFWP, etc) is an asset
• Understanding of investment concepts and the ability to communicate working knowledge of investment strategies and products
• Highly disciplined and motivated to succeed and contribute to the organization’s success
• Demonstrates proficiency in communicating complex business solutions with clients and internal stakeholders
• Demonstrates expertise on a number of iFast based solutions, including the specific application of product knowledge to iFast
• Possesses an understanding of business and revenue models that are applicable to financial services
• Strong interpersonal and organizational skills, including excellent decision-making and multi-tasking abilities
• Team player with the ability to demonstrate evidence-based leadership, and build credibility and consensus
• Highly analytical with a very high degree of attention to detail. Systematically researches and explores information.
• High level of competency with MS Suite, including but not limited to Excel, Visio, Word, and PowerPoint
• Ability to engage internal stakeholders across a number of different functional areas
• Self motivated, result oriented and organized
• Ability to influence, engage and collaborate others

AODA Statement

IFDS Canada encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodation 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.

Salary Range

Pay Range (CAD $): 120,000 -152,000

The above reflects an industry-benchmarked target compensation range. The salary offered may vary based upon the candidate’s skills and experience, job-related knowledge, and other specific business needs.

IFDS Provides:

-**Total Rewards:**IFDS offers a comprehensive, competitive compensation & benefits package -**Work-Life Balance:**IFDS offers a hybrid work environment with our office located in the downtown core within walking distance to Union Station and the PATH -**Professional Development:**IFDS offers continuous learning opportunities, leadership development & training programs -**Inclusive Culture:**Our inclusive work environment supports equity and values diversity -**Wellness Programs:**Access to a variety of wellness initiatives, mental health support, and employee assistance programs -**Community Engagement:**Participate in volunteer opportunities and give back to our community through our various social care programs