IT Client Account Manager

Permanent

Department: International Account Management

30 Adelaide Str, East Toronto, Ontario, M5C 3G9, Canada

Number of Positions: 1

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.

Role 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 current 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

Key Contacts
Reporting directly to the Director of International Client Services, this role also collaborates with other members of the team, internal stakeholders and external partners/clients.

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

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

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📌 IT Client Account Manager (Ontario)
🏢 International Financial Data Services
📍 Ontario