Business Operations Group Manager

International Financial Data Services; Toronto; Hybrid; CAD 90,000 - 114,000; Full time

Benefits offered by this job

Hybrid work environment

Professional development

Wellness programs

Volunteer opportunities

Job summary

IFDS Canada, based in Toronto, seeks a Business Operations Group Manager to lead the Transfer Agency operations team. This permanent role reports into Full Services Operations (820) and requires strategic oversight, client relationship management and process optimization.

You will guide budgeting, SLA adherence, and regulatory compliance while developing staff. A strong background in mutual funds operations, project management and cross-functional collaboration is essential for success.

Qualifications

• Minimum 7–10 years experience managing in Mutual Fund operations.
• 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.

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.
• Provide 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).
• Assisting in crafting budget/operating plans within the operations department.
• Ensuring teams are meeting all SLA, contractual, and regulatory standards.
• Oversight of risk and control management activities as it pertains to assigned teams and functions.

Skills

Mutual fund ops

Leadership

Project management

Process improvement

Client relationships

Job description

Business Operations Group Manager
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. 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 Manageris responsible for developing, implementing and managing the Transfer Agencyoperations team in their strategic plans, visions, policies and procedures.The incumbent will be accountable for providing solutions to all business andoperational problems while ensuring we are in compliance with all regulatoryrequirements and company policies. The Group Manager is also responsible formaintaining customer satisfaction levels and continuously fostering theoverall relationship with our internal and external clients. Lastly,the incumbent will provide strategic guidance and day to day leadershipdirection to all direct reports.

Role Responsibilities

• Ownership of internal and external clientrelationships as it relates directly to responding to operationaltransactional escalations and enquiries
• Responsible for establishing processes,procedures, SLA’s and reporting within the operations department
• Responsible for providing guidance anddirection to the team members on escalated issues involving alltransaction types (i.e. new accounts investments, wires, transfers,adjustments, redemptions, foreign content rebalancing, retirementprocessing)
• Responsible for assisting in crafting budget/operating plans within the operations department
• Responsible for ensuring teams are meetingall SLA, contractual, and regulatory standards
• Responsible for oversight of risk andcontrol management activities as it pertains to assigned teams andfunctions.
• Proactively communicates trends and concerns to seniormanagement
• Coach, develop and mentor management staffto assume leadership role in company
• Ensurethat all staff is receiving ongoing feedback on performance as well asday-to-day coaching for thedevelopment of technical, operational, andbehavioral competencies
• Prepare and negotiate performanceagreements, reviews and individual development plans for direct reports
• Responsible for maintaining appropriatestaffing levels on an ongoing basis and assist management team in therecruitment process
• Ensure that all teams are continuouslyseeking to improve processes both internally at IFDS and externally withour clients
• Assist management staff in implementingstrategies and procedures to improve service levels, productivity andcost effectiveness of department operations
• Manages and/or actively participates inprojects. This includes both client projects, as well as, companywide projects
• Ensure that team is thoroughly educated onall IFDS products
• Deepen client/broker/advisor relationshipsand leverage broader system knowledge for Contact Centre
• Provide support and training where necessaryto upskill Agents
• Support the execution of strategicinitiatives in collaboration with internal stakeholders
• Ensure alignment between stakeholder for allnew onboardings and existing processes
• Championinitiatives within Team, encourageparticipation to generate new ideas for an efficient process

Minimum Qualifications

Mandatory:

• Minimum 7-10 yearsexperience managing in the Mutual Fund industry Operations or dealerback office operations with sound knowledge of measurement analytics,accessibility, responsiveness and productivity
• Expert knowledge of transferagency operations and legislation
• Ability to work across theorganization and influence internal and external contacts
• Thorough knowledge of mutualfund products and administration
• Demonstrated project managementand process improvement capability
• Ability to work well underpressure, deadlines, and changing priorities
• Sound customer relationshipbuilding 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