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 Client Resolution Manager’s primary focus is to investigate and manage client specific queries; issues and escalations and to manage, develop and provide day-to-day support to the Communications Centre of Excellence Teams. The Client Resolution Manager is responsible for mitigating and handling appropriate resolutions for inbound and outbound call incidents and escalations, ensuring timely and accurate responses and updates to the client in accordance with company policies and industry guidelines. This may also include call handling highly complex cases, authorizing transactions. The Client Resolution Manager will communicate concisely and directly with other members within Business Operations and potentially Senior Management roles, internally and on the client’s side.

What You Will Do

• Client Management:

• Acts as a first point of contact for operational client escalations. The incumbent is responsible for assessing, investigating and responding to account related transactional issues and errors and provide ongoing updates until closure

• Plans and executes contact & communication resolution on escalations with internal stakeholders as required, in consultation with the Client Account Managers and the Client if required and oversee the end to end delivery of resolution aligning to superior levels of customer service

• Manages and oversees the Communication Centre of Excellence teams to ensure that all SLA, contractual, and regulatory standards are met

• Provides assistance with call handling of complex cases as needed

• Manages direct and regular communication with the client, advisor, dealer via phone / email on ongoing issues until resolved

• Oversight and governance of key operational tasks performed by the team

• Streamlining of case management / escalation management processes and protocols

• Develops and maintains a strong on-going relationship with the client; always looking for opportunities to improve client satisfaction and experience

• Participates in the development and discussion of operational enhancements to improve the client experience

• Oversees the implementation of new processes, policies and special initiatives to enhance and support business needs within the Communication Centre of Excellence teams

• Ensures that all staff is receiving ongoing feedback on performance as well as day-to-day coaching for the development of technical, operational, and behavioral competencies

• Assists with the management of periodic reporting requirements including query and research volume / call volume data and call quality

• Attends weekly / monthly client calls with other internal stakeholders as required

• Participates and / or coordinates special projects impacting the team

• Coordinates client requests, to ensure delivery is in accordance with client expectations

• People Management:

• Provides leadership to direct reports to build a team environment where excellence is the goal of everyone by:

• Models the values and the goals of the organization and the management team

• Provides ongoing feedback and formal reviews of performance to direct reports

• Provides performance feedback, coaching, mentoring and career and development planning

• Negotiates and supports individual development plans

• Provides day-to-day coaching relative to the development of both technical and behavioral competencies

• Ensures all direct reports receive coaching and developmental support

• Ensures key resources are identified and plans for retention are in place

• Oversees salary administration and staffing plans

• Promotes appropriate training and development

• Assures compliance with Human Resources management and policies

What We Require

• Solid research / information gathering / analytical and problem-solving skills
• Excellent written and verbal communication
• Excellent time management, prioritization and organization skills
• Demonstrated proficiency in communicating complex transactional issues with internal stakeholders or clients
• Solid knowledge of financial mutual fund / seg fund record keeping systems and transfer agency operations
• Post-secondary education in a related discipline or equivalent experience
• Minimum 2 years’ experience in the financial service industry in a client facing role
• Solid knowledge of IFDS applications (including iFast, Chorus BPM, etc.)
• Excellent leadership skills and 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
• Strong Communications and interpersonal/negotiation skills and ability to influence others
• Ability to present/discuss solutions at a detailed level to clients / internal stakeholders
• Ability to operate in stressful situations in resolving client issues
• Medium level of competency with MS suite, including but not limited to; Excel, Visio, Word, PowerPoint. IFIC Operations and Procedures course (asset)
• Bilingual English/French, both oral and written (asset)

Working Conditions

• Willingness to work in a Hybrid office environment that is driven by client commitments and high volumes

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