Permanent 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. 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. From ongoing training and development programs to experiences working with our global financial services partners, you’ll be able to realize your full potential. The Manager’s primary focus is to investigate and manage client specific queries; issues and escalations and to manage, develop and provide day-to-day support to the Management Company Support Teams.

The Client Resolution

Manager is responsible for mitigating and handling appropriate resolutions for inbound and outbound call incidents and escalations, ensuring timely and accurate responses and updates to the client in accordance with company policies and industry guidelines. The Manager will communicate concisely and directly with other members within Business Operations and potentially Senior Management roles, internally and on the client’s side.





Client Management: Incumbent is responsible for assessing, investigating and responding to account related transactional issues and errors and provide ongoing updates until closure Responsible for ensuring teams are meeting all SLA, contractual, and regulatory standards. Plan and execute transactional resolution to cases / escalations with internal stakeholders as required, in consultation with the Client Account Managers and the Client if required and oversee the end to end delivery of resolution aligning to superior levels of customer service Manages and oversees the Management Company support teams to ensure that all financial and non-financial transaction queries and client requests are handled in accordance with client SLAs. Direct and regular communication with the client, advisor, dealer via phone / email on ongoing issues until resolved Streamlining of case management / escalation management processes and protocols Oversees the implementation of new processes, policies and special initiatives to enhance and support business needs within the Management Company Support teams Assists with the management of periodic reporting requirements including query and research volume / productivity and quality Participates and / or coordinates special projects impacting the team People Management Models the values and the goals of the organization and the management team Provides ongoing feedback and formal reviews of performance to direct reports Provides performance feedback, coaching,



mentoring and career and development planning Negotiates and supports individual development plans Provides day-to-day coaching relative to the development of both technical and behavioral competencies Ensures all direct reports receive coaching and developmental support Promotes appropriate training and development Assures compliance with Company Human Resources management/policies Solid research / information gathering / analytical and problem-solving skills Excellent time management, prioritization and organization skills Solid knowledge of financial mutual fund / seg fund record keeping systems and transfer agency operations Post-secondary education in a related discipline or equivalent experience Minimum 2 years’ experience in the financial service industry in a client facing role Solid knowledge of IFDS applications (including iFast, Chorus BPM, etc.) Exemplary client focus in determining, managing and meeting client expectations Understands the business impact of escalated incidents / issues and service requests IFIC Operations and Procedures course (asset) Bilingual English/French, both oral and written (asset) Applicants with disabilities may notify us of any accommodation needed to support your participation in the recruitment process.

Pay Range (CAD $): 75,000 - 95,000 IFDS offers a hybrid work environment with our office located in the downtown core within walking distance to Union Station and the PATH Career 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

📌 Responsable Client Service Manager H/F (Toronto)
🏢 International Financial Data Services (IFDS)
📍 Toronto