Employment Type: Permanent

Address

30 Adelaide Str, East

Toronto, Ontario, M5C 3G9

Canada

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.

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 – Client Account Management provides day to day oversight; guidance and strategic leadership to the Client Service Delivery team through close collaboration with the Relationship Management, Delivery Services (PMO), IT Departments and Vice Presidents to ensure the delivery of superior service commitments aligned with client goals. The incumbent oversees the issue resolution process, identifying trends and opportunities to enhance service, client relationships, and improve operational efficiencies. The incumbent provides leadership, coaching and development to managers and employees to ensure that clients are supported with high quality solutions tailored to their business needs.

Role Responsibilities

• Oversees the SLA adherence and smooth delivery of client requests, to ensure delivery is in accordance with client expectations
• Oversees day to day issue resolution and all critical reoccurring processes for designated clients, which includes planning and execution of the overall client service delivery experience in collaboration with all internal and external clients to oversee the delivery of superior customer service in alignment with the client’s strategic goals
• Interacts directly with key business partners, developing and maintaining a strong on-going relationship; always looking for opportunities to improve client satisfaction and experience
• Facilitates and leads various internal / client meetings (virtually and / or in person) as it relates to the mandate and participates in all key reoccurring meetings regarding TLR; Release Management; JAD sessions; client reviews
• Oversees the various aspects of client business operations, regulatory, statutory and industry standards bodies to understand and ensure appropriate and timely communication of business requirements for client consumption in collaboration with internal and external teams
• Acts as a key escalation point for and first time resolution team member through ticket and analysis. Will work closely with Asset Management Solutions and Business Change Management in reviewing project scope and deliverables, while identifying, assessing and mitigate project risks as appropriate
• Supports Business Development & Relationship Management with new onboarding opportunities as required
  
  

Minimum Qualifications

• Completes performance reviews; successions plans; establishing objectives in monitoring performance against plans; promotes training and professional development. Works closely with Human Resources on talent management
• Provides performance feedback, coaching, mentoring and career and development planning for team members
• Ensures continued employee engagement by promoting an “in the office presence” through participation in IFDS events; team meetings and events; internal working groups
• Reviews current operating procedures, revising and implementing changes to improve service levels, productivity and cost effectiveness
• Maintains current knowledge of financial; regulatory and operational issues affecting other departments and the company as a whole. Understands financial and operational goals of IFDS
• Provides the team with support and recommendations on project prioritization and resource management
• Oversees and provides the team guidance and direction with new opportunities with the development and discussion of operational enhancements to improve the client experience which may include but not limited to guidance with approach; test strategy and developing test plan and cases
• Oversees and provides the team guidance and direction with new processes, policies and special initiatives as needed to enhance and support business needs.
• Assists VP Account Management with salary administration; capacity planning and staffing plans
  
  

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.

Section: Client Experience Operations