IT Client Account Manager

International Financial Data Services (IFDS); Toronto; Hybrid; CAD 81,000 - 102,000; Full time

Benefits offered by this job

Total Rewards

Hybrid work environment

Professional development

Wellness programs

Job summary

IFDS Canada, headquartered in Toronto, seeks an IT Client Account Manager – International to lead the Client Account Management team and serve as the liaison between clients, business operations and IT. You will handle client onboarding, training, and discussions with C-Suite stakeholders, driving service excellence across Europe and beyond.

The role requires strong client-facing experience, deep mutual fund knowledge, and the ability to manage projects and incidents while coordinating with

Qualifications

• 3+ years’ experience in financial services in a client-facing role.
• Strong ability to communicate complex business solutions to internal stakeholders or clients.
• Proficiency with IFDS applications and tools is preferred.

Responsibilities

• Plan and oversee client requirements with internal/external teams to deliver superior service.
• Build and maintain relationships with business partners and client teams.
• Document business requirements for client consumption and regulatory needs.
• Lead small projects (<20 days) within the PM framework and coordinate releases.
• Provide guidance on HLE and SOW requests when needed.
• Educate clients on IFDS products and capabilities through demonstrations and training.

Skills

Client relationship management

Communication

MS Office

Education

Post-secondary education

Tools

iFast Web

NSCC

Job description

Permanent

Department: International Account Management

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 IT Client Account Manager – International - Is responsible for providing leadership and mentoring to the Client Account Management team. They also act as a liaison between the client, business operations and IT to investigate client specific issues, and questions. Consulting could include sales support, new product configuration support, client onboarding, training and any other client JAD discussions. Ability to communicate concisely and directly with C-Suite roles, internally and on client’s side.

Responsibilities

• Plan and execute client requirements 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 business partners, developing and maintaining a strong on-going relationship; always looking for opportunities to improve client satisfaction and experience
• Interacts directly and indirectly with business operations, clients and regulatory, statutory and industry standards bodies to understand and document business requirements for client consumption
• Actively participate in the development and discussion of operational enhancements to improve the client experience
• Oversee the implementation of new processes, policies and special initiatives to enhance and support business needs
• Incident Management:
• Acts as a first-time resolution team member through ticket and analysis
• Manage Communications to Europe Senior Management of Severity 1 and 2 Tickets
• Maintain logs to track issues and long term actions/solutions, aging tickets and Problem Tickets
• Trend Analysis
• Works closely with Business Operations and IT organization, always ensuring client expectations are being met
• Provide guidance and support on HLE and SOW requests on occasion
• Project Management – Manage small projects deemed to be less than 20 days effort by the Project Management team:
• Fund Mergers/Rollovers/Conversions
• Functionality Activation
• Simple and Complex Fund launches and other fund initiatives
• Co-ordinate and Manage Pre-Release Fixes and Enhancements
• Business Analysis as required
• Provide UAT Support as needed
• When required, assists in developing test strategy, plans and test cases
• Works with the business to educate them on IFDS products and capabilities, conduct demonstrations and provide product training as required
• Works closely with IT to complete various technical documentation initiatives
• Coordinates client requests, to ensure delivery is in accordance with client expectations
• Acts as backup for Relationship Manager and Director

Minimum Qualifications

• Solid knowledge of financial mutual fund record keeping systems and transfer agency operations
• Strong knowledge of the mutual fund industry
• Post-secondary education in a related discipline
• Minimum 3 years’ experience in the financial service industry in a client facing role
• Demonstrated proficiency in communicating complex business solutions with internal stakeholders or clients
• Solid technical knowledge of IFDS applications (including iFast Web, NSCC etc.)
• Extensive experience working with IFDS tools and clients (understands the full picture)
• Strong Change Management capability (ADKAR)
• Able to handle or lead (as appropriate)complex projects major changes
• Strong interpersonal/negotiation skills and ability to influence others
• Able to present/discuss solutions at a high level to existing and potential clients
• Highly analytical with a very high degree of attention to detail
• Strong research / information gathering / analytical and problem-solving skills - takes a logical approach to analyzing problems. Systematically researches information and explores alternatives to solve problems.
• High level of competency with MS suite, including but not limited to; Excel, Visio, Word, Powerpoint.
• IFIC Operations and Procedures course (asset)
• Working knowledge with International client base, European regulations (CSSF, CBI) would be an asset

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 $): 81,000 - 102,000

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