Business Operations Unit Manager

International Financial Data Services; Toronto; Hybrid; CAD 71,000 - 90,000; Full time

Benefits offered by this job

Hybrid work environment

Professional development

Wellness programs

Volunteer opportunities

Job summary

IFDS Canada, headquartered in Toronto, is seeking a Business Operations Unit Manager to lead the Full Services Operations team in downtown Toronto. You will manage daily operations, oversee transactions, and act as SME to resolve incidents while ensuring SLAs and regulatory standards are met.

You will drive process improvement, mentor staff, manage reporting, and collaborate with Client Services Delivery Manager and other stakeholders.

Qualifications

• Minimum 3-5 years of experience with Mutual Funds/ Transfer Agency or Back Office functions.
• Excellent leadership skills with 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.
• Ability to influence others and present solutions across teams.
• Strong interpersonal, written and verbal communication skills.

Responsibilities

• Overseeing operations to ensure transactions meet client SLA’s and policies.
• Assist with processing, approvals and governance of key tasks.
• Provide leadership to direct reports and build a high-performance team.
• Respond to sensitive inquiries from clients and coordinate escalations.
• Drive process improvements to enhance service levels and productivity.

Skills

Leadership

Client focus

Communication

Decision making

Prioritization

Problem solving

Team coordination

Job description

Business Operations Unit 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. 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 Unit Manager’s primary focus is to manage, develop and provide day-to-day support to their team. This includes acting as a Subject Matter Expert to assist with processing and authorizing transactions. The Unit Manager is responsible for mitigating and handling appropriate resolutions for incidents and escalations, ensuring Service Level Agreements and regulatory standards are met and are in accordance with company policies and industry guidelines.

Role Responsibilities

• Overseeing the operations of the team to ensure that all financial and non-financial transactions are processed according to client SLA’s. This includes oversight of Operations functions; all outsourced work as well as Quality Control for both onshore and offshore teams where applicable.
• Assistance with processing and approvals on a daily basis.
• Oversight and governance of key operational tasks ensuring that work is completed accurately and in accordance with all company policies; industry guidelines and client policies and procedures.
• Acts as the point person to respond to sensitive and escalated inquiries from clients, as well as escalations or inquiries raised from other teams within IFDS.
• Maintains contact with other departments to answer questions, provide assistance, and research/resolve problems
• Identifies and proactively communicates trends/concerns with processing / Quality Control and Problem Resolution
• Ensure that teams are continuously seeking to improve processes both internally at IFDS and externally with our clients
• Implementing procedures to improve service levels, productivity and cost effectiveness of department operations
• Assist with the management of daily and monthly reporting as required
• Handles telephone and written inquiries from the fund company regarding operating policies and procedures. May participate in conference calls and meetings with fund companies.
• Participate and/or coordinate special projects impacting the team.
• Monitor and engage with Client Services Delivery Manager(s) and other stakeholders to support the resolution of escalated issues

People Management

• Provide leadership to direct reports and their staff to build a team environment where excellence is the goal of everyone by:
  • Modeling the values and the goals of the organization and the management team
  • Providing ongoing feedback through day-to-day coaching relative to the development of both technical and behavioral competencies
  • Deliver formal reviews of performance for direct reports
  • Building and supporting individual development plans.
  • Ensuring key resources are identified and plans for retention are in place
  • Overseeing salary administration and staffing plans
  • Promoting appropriate training and development
  • Assuring compliance with Company Human Resources management/policies
• Minimum 3-5 years of experience with Mutual Funds/ Transfer Agency or Back Office functions
• Excellent leadership skills with 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
• Ability to influence others both in their team and outside area of immediate responsibility
• Ability to present/relate the problem and recommended solution(s) in such a way to influence the required action by others in other groups
• Excellent interpersonal, written and verbal communication skills
• Ability to manage conflict resolution with both internal and external teams
• Prioritization – ability to organize work in order to accomplish multiple and changing priorities within specified timeframes
• Able to coordinate and operate in stressful situations in resolving the client’s issues
• Solid research / information gathering / analytical and problem-solving skills - takes a logical approach to analyzing problems
• Conceptual – sees the bigger picture; how various processes, workflows, teams come together
• Demonstrated process improvement capability
• Results oriented – Strives to achieve high levels of individual and organizational performance
• Decision Maker – Acts quickly and decisively in situations that involve uncertainty and/or significant risk.Is motivated to accomplish tasks on time
• Positive Impact – Performs in a manner that makes a strong positive impression on others e.g. high energy level, a problem-solving approach, and the ability to act with a sense of urgency when the situation demands it
• Perseverance – Overcomes obstacles that stand in the way of successful completion of difficult assignments

Preferred Requirements

• Openly sharing information and experiences to aid in the success of others
• Proactive in acquiring information to develop new skills to improve job performance. Grasps new material quickly and easily, and applies new information, concepts and procedures in a constructive manner
• Knowledge of segregated and mutual funds from a product and administrative perspective
• In-depth knowledge of iFAST system
• Solid knowledge and skills re Microsoft applications.

Beneficial

• Processing and/or quality control experience on iFAST.
• IFIC Operations course an asset.
• Knowledge of AWD.
• Knowledge of RESP and RDSP products

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 $):71,000 - 90,000

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