Permanent

Department: Full Services Operations (820)

30 Adelaide Str, East

Toronto, Ontario, M5C 3G9

Canada

Number of Positions: 1

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 Group Manager is responsible for developing, implementing and managing the Transfer Agency operations team in their strategic plans, visions, policies and procedures. The incumbent will be accountable for providing solutions to all business and operational problems while ensuring we are in compliance with all regulatory requirements and company policies. The Group Manager is also responsible for maintaining customer satisfaction levels and continuously fostering the overall relationship with our internal and external clients. Lastly, the incumbent will provide strategic guidance and day to day leadership direction to all direct reports.

Role Responsibilities

Ownership of internal and external client relationships as it relates directly to responding to operational transactional escalations and enquiries
Responsible for establishing processes, procedures, SLA’s and reporting within the operations department
Responsible for providing guidance and direction to the team members on escalated issues involving all transaction types (i.e. new accounts investments, wires, transfers, adjustments, redemptions, foreign content rebalancing, retirement processing)
Responsible for assisting in crafting budget /operating plans within the operations department
Responsible for ensuring teams are meeting all SLA, contractual, and regulatory standards
Responsible for oversight of risk and control management activities as it pertains to assigned teams and functions.
Proactively communicates trends and concerns to senior management
Coach, develop and mentor management staff to assume leadership role in company
Ensure 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
Prepare and negotiate performance agreements, reviews and individual development plans for direct reports
Responsible for maintaining appropriate staffing levels on an ongoing basis and assist management team in the recruitment process
Ensure that all teams are continuously seeking to improve processes both internally at IFDS and externally with our clients
Assist 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
Ensure that team is thoroughly educated on all IFDS products
Deepen client/broker/advisor relationships and leverage broader system knowledge for Contact Centre
Provide support and training where necessary to upskill Agents
Support the execution of strategic initiatives in collaboration with internal stakeholders
Ensure alignment between stakeholder for all new onboardings and existing processes
Champion initiatives within Team, encourage participation to generate new ideas for an efficient process

Key Contacts

Reporting directly to the Director of Domestic Operations, this role also collaborates multiple internal stakeholders across Relationship Management, Tax and Regulatory, Compliance, Offshore partners, Trust Accounting and clients.

Minimum Qualifications

Minimum 7-10 years experience managing in the Mutual Fund industry Operations with sound knowledge of measurement analytics, accessibility, responsiveness and productivity
Expert knowledge of transfer agency operations and legislation
Ability to work across the organization and influence internal and external contacts
Thorough knowledge of mutual fund products and administration
Demonstrated project management and process improvement capability
Ability to work well under pressure, deadlines, and changing priorities
Sound customer relationship building and negotiating skills

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 $): 90,000 -114,000

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

Section: Client Experience Operations

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