Investor Experience Specialist, Content and Governance

Jobtailor; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

Jobtailor in Toronto is seeking a Senior Operations leader to own investor communications governance across multiple channels, including paper, digital broadcasts and portal announcements. You will drive multi-channel consistency and lifecycle management for investor touchpoints.

You will partner with Legal, Compliance, Product and Technology to embed guardrails, ensure UI/UX parity, and optimize publishing workflows for efficiency and accuracy.

Qualifications

• 6+ years in financial services operations, fund administration, client experience management, or digital content operations.
• Proven track record designing governance frameworks, process mapping, and managing cross-channel communications.
• Deep familiarity with enterprise CMS systems.
• Experience with digital self-service portals and smart form/workflow platforms.

Responsibilities

• Own the reporting framework for outbound investor communications across physical mailings, digital broadcasts, and portal announcements.
• Establish release schedules and volume metrics to forecast inquiry volumes and maintain service quality.
• Oversee the lifecycle of investor touchpoints across paper forms, PDFs, smart/web forms, and investor self-serve portals.

Skills

Governance

Cross-Channel Management

Process Mapping

Strategic Systems-Thinking

Tools

ServiceNow

DocuSign

Formstack

Salesforce

Investor Portals

Job description

• Own the reporting framework for outbound investor communications across physical mailings, digital broadcasts, and portal announcements
• Establish release schedules and volume metrics to help Investor Support forecast inquiry volumes and maintain service quality
• Oversee the lifecycle of investor touchpoints across paper forms, PDFs, smart/web forms, and investor self-serve portals
• Ensure parity, compliance, and UI/UX consistency across channels
• Lead audits of legacy physical and digital assets
• Define and enforce naming conventions, taxonomy, and metadata for a single source of truth
• Own master templates for shareholder communications, operational notices, and onboarding flows
• Partner with Product and Technology to govern smart-form and portal logic, data fields, and text
• Liaise between Investor Experience, Legal, Compliance, and Product/Digital teams
• Drive consensus on content guardrails and resolve operational escalations
• Embed compliance gates into publishing workflows and streamline Legal sign-off
• Author and maintain operational playbooks for shareholder lifecycle events
• Lead change management and train internal teams on operational standards

Requirements

• 6+ years in financial services operations, fund administration, client experience management, or digital content operations
• Proven track record designing governance frameworks, process mapping, and managing cross-channel communications
• Deep familiarity with enterprise Content Management Systems (CMS)
• Experience with digital self-serve portals
• Experience with smart form/workflow platforms such as ServiceNow, DocuSign, Formstack/Salesforce, or proprietary investor portals
• Experience with document management tools
• Strategic systems-thinking and ability to bring order to complex multi-channel ecosystems
• Executive presence to set firm boundaries with internal stakeholders while maintaining collaborative relationships across operations, legal, and technology teams
• French and English bilingualism is nice to have, not required
• Must be authorized to work in the country where the position is located

Core Competencies

Demonstrates expertise in managing investor communications and operational standards across multiple channels, ensuring compliance and consistency. Proficient in governance frameworks and process mapping within financial services operations.

Highest-signal resume keywords

• Governance Framework Design
• Cross-Channel Communication Management
• Content Management Systems (CMS)
• Smart Form/Workflow Platforms
• Document Management Tools

ATS Optimization Keywords

Hard Skills

• Process Mapping
• Operational Playbook Development
• Lifecycle Management
• Compliance Management
• UI/UX Consistency

Soft Skills

• Strategic Systems-Thinking
• Executive Presence
• Collaborative Relationship Management

Industry Keywords

• Financial Services Operations
• Fund Administration
• Client Experience Management
• Digital Content Operations
• Investor Touchpoints

Tools & Technologies

• ServiceNow
• DocuSign
• Formstack
• Salesforce
• Investor Portals