Specialist, Investor Experience Content and Governance

TMX Group; Toronto; On-site; CAD 70,000 - 75,000; Full time

Job summary

TMX Group seeks a Specialist of Investor Content & Governance to lead the audit and unification of legacy investor forms, SOPs, and portal content. You will own the governance framework across physical and digital channels, balancing client polish with regulatory compliance.

You will partner with Legal, Compliance, Product, and Digital teams to implement standardized templates, metadata, and a single source of truth for investor communications.

Qualifications

• 6+ years in financial services operations, fund administration, client experience management, or digital content operations.

Responsibilities

• Own omni-channel distribution and reporting for outbound investor communications across physical mailings, digital broadcasts, and portal announcements.
• Oversee end-to-end lifecycle of investor touchpoints across paper forms, PDFs, smart/web forms, and self-serve portals.
• Lead asset audits, enforce naming conventions and metadata to create a single source of truth.
• Institutionalize master templates for shareholder communications and onboarding flows with Product and Technology.
• Serve as liaison between Investor Experience, Legal, Compliance, and Product/Digital teams to align content guardrails.
• Embed compliance gates into publishing workflows for print and digital deployments.
• Author and maintain SOPs for shareholder lifecycle events and train teams on standards.

Skills

Governance frameworks

Cross-functional collaboration

Strategic thinking

Bilingual French and English

Tools

CMS

Self-serve portals

Smart/web forms

DocuSign

Formstack

Salesforce

Job description

Venture outside the ordinary - TMX Careers The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets. United as a global team, we’re connecting cross-functionally, traversing industries and geographies, moving opportunity into action, advancing global economic growth, and propelling progress. Through a rich exchange of ideas, meaningful collaboration, and a nimble operating model, we are powering some of the nation's most critical systems, fueling capital formation and innovation, bringing increased opportunity to business visionaries, product ingenuity to consumers, and career exploration to our team. Ready to be part of the action? We are seeking a process-driven, strategically minded Specialist of Investor Content & Governance to join our Investor Experience (IX) team. In this role, you will not just manage content- you will architect and own the operational backbone for how it is created, reviewed, approved, deployed, and archived across both physical and digital channels. Your immediate mandate will be to lead the audit and untangling of a legacy ecosystem of investor forms (paper, PDF, and web/smart forms), operational procedures (SOPs), client communications, and self-serve portal content. You will replace fragmented assets with a centralized, scalable governance framework, serving as the critical bridge between client-facing teams, digital product/engineering, tax, cash management, and control functions- balancing elite client polish with airtight regulatory compliance.

Key Responsibilities

• Omni-Channel Distribution & Impact Planning: Own the reporting framework for all outbound investor communications across physical mailings, digital broadcasts, and portal announcements. Establish detailed release schedules (what, when, channel, and volume metrics) to provide Investor Support teams with full operational transparency to accurately forecast inquiry volumes and maintain service quality.
• Form Ecosystem & Portal Content Governance: Oversee the end-to-end lifecycle of all investor touchpoints—spanning traditional paper forms, static PDFs, dynamic smart/web forms, and embedded guidance across investor self-serve portals. Ensure strict parity, compliance, and UI/UX consistency across all channels.
• Governance & Asset Audit Leadership: Spearhead a comprehensive audit of all legacy physical and digital assets. Define and enforce standard naming conventions, taxonomy, and metadata to establish a single, indisputable "source of truth" across internal repositories and web platforms.
• Master Template & Smart Form Ownership: Institutionalize master templates for shareholder communications, operational notices, and onboarding flows. Partner with Product and Technology to govern the logic, data fields, and text within interactive smart forms and self-service portals, ensuring zero unauthorized or outdated versions go live.
• Cross-Functional Escalation & Alignment: Serve as the primary liaison between Investor Experience, Legal, Compliance, and Product/Digital teams. Drive consensus on content guardrails, maintain messaging integrity across web and print, and resolve operational escalations to keep key deliverables moving forward.
• Risk & Control Integration: Embed strict compliance gates into document and portal publishing workflows, minimizing manual errors, mitigating reputational risk, and streamlining the Legal sign-off process for both print and digital deployments.
• SOP Architecture & Training: Author and maintain high-impact operational playbooks dictating how internal teams interact with shareholders during critical lifecycle events (e.g., capital calls, distributions, portal onboarding, regulatory disclosures). Act as the change-management lead to train internal teams on these standards.

Must Have(s)

• The Background: 6+ years in financial services operations, fund administration, client experience management, or digital content operations, with a proven track record of designing governance frameworks, process mapping, and managing cross-channel communications.
• The Tech Stack: Deep familiarity with enterprise Content Management Systems (CMS), digital self-serve portals, smart form/workflow platforms (e.g., ServiceNow, DocuSign, Formstack/Salesforce, or proprietary investor portals), and document management tools.
• The Mindset: A strategic systems-thinker who excels at bringing order to complex multi-channel ecosystems. You possess the executive presence required to set firm boundaries with internal stakeholders while maintaining collaborative relationships across operations, legal, and tech teams.
• Nice to Have: Bilingual French and in English.
• Salary Range: 70,000/year -75,000/year CAD. Please note that the salary range included is a guideline only. The salary offered may vary based on factors, including, but not limited to, the successful candidate’s relevant knowledge, skills, and experience.

The recruiting efforts for this role are intended to fill a vacant position.

In the market for... Excitement - Explore emerging technology and innovation, as well as ventures and digital finance that shape the future of global markets! Experience the movement of the market while grounded in the stability of close to 200 years of success.

Connection - With site hubs in some of the world’s most multicultural cities, we leverage our size and structure to create rich connections and belonging while experiencing powerful global impact through our work. Impact - More than a platform, we use our talents to power mission-critical systems that drive global economic advancement, innovation, and growth. As well, our employee-led Team Impact spreads social good via our giving strategy. Wellness - From empathetic leadership to a culture of flexibility and balance, we believe wellness at work creates the maximum yield and a stronger we. Plus, with a cloud-first and hybrid workstyle, as well as generous time-off and leaves, we support a life well lived! Growth - From a growth mindset in our work, to expansion in our business, TMX is home to action-takers energized by the achievement of ambitious growth.

Please note that our company is not currently sponsoring work permit applications and the applicant must be authorized to work in the country where this position is located.

TMX is committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide accommodations for applicants and employees who require it.

TMX Group operates global markets, and builds digital communities and analytic solutions that facilitate the funding, growth and success of businesses, traders and investors. TMX Group's key operations include Toronto Stock Exchange, TSX Venture Exchange, TSX Alpha Exchange, The Canadian Depository for Securities, Montréal Exchange, Canadian Derivatives Clearing Corporation Trayport and VettaFi, which provide listing markets, trading markets, clearing facilities, depository services, technology solutions, data products and other services to the global financial community. TMX Group is headquartered in Toronto and operates offices across North America (Montréal, Calgary, Vancouver and New York), as well as in key international markets including London, Singapore and Vienna. For more information about TMX Group, visit www.tmx.com. Follow TMX Group on Twitter: @TMXGroup.