Business Operations Group Manager

Permanent

Department: Full Services Operations (820)

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 Group Manageris responsible for developing, implementing and managing the Transfer Agencyoperations team in their strategic plans, visions,



policies and procedures.The incumbent will be accountable for providing solutions to all business andoperational problems while ensuring we are in compliance with all regulatoryrequirements and company policies. The Group Manager is also responsible formaintaining customer satisfaction levels and continuously fostering theoverall relationship with our internal and external clients. Lastly,the incumbent will provide strategic guidance and day to day leadershipdirection to all direct reports.

Role Responsibilities

- Ownership of internal and external clientrelationships as it relates directly to responding to operationaltransactional escalations and enquiries
- Responsible for establishing processes,procedures, SLA’s and reporting within the operations department
- Responsible for providing guidance anddirection to the team members on escalated issues involving alltransaction types (i.e. new accounts investments, wires, transfers,adjustments, redemptions, foreign content rebalancing, retirementprocessing)
- Responsible for assisting in crafting budget/operating plans within the operations department
- Responsible for ensuring teams are meetingall SLA, contractual, and regulatory standards
- Responsible for oversight of risk andcontrol management activities as it pertains to assigned teams andfunctions.
- Proactively communicates trends and concerns to seniormanagement
- Coach,



develop and mentor management staffto assume leadership role in company
- Ensurethat all staff is receiving ongoing feedback on performance as well asday-to-day coaching for thedevelopment of technical, operational, andbehavioral competencies
- Prepare and negotiate performanceagreements, reviews and individual development plans for direct reports
- Responsible for maintaining appropriatestaffing levels on an ongoing basis and assist management team in therecruitment process
- Ensure that all teams are continuouslyseeking to improve processes both internally at IFDS and externally withour clients
- Assist management staff in implementingstrategies and procedures to improve service levels, productivity andcost effectiveness of department operations
- Manages and/or actively participates inprojects. This includes both client projects, as well as, companywide projects
- Ensure that team is thoroughly educated onall IFDS products
- Deepen client/broker/advisor relationshipsand leverage broader system knowledge for Contact Centre
- Provide support and training where necessaryto upskill Agents
- Support the execution of strategicinitiatives in collaboration with internal stakeholders
- Ensure alignment between stakeholder for allnew onboardings and existing processes
- Championinitiatives within Team, encourageparticipation to generate recent ideas for an efficient process

Minimum Qualifications

- Minimum 7-10 years experience managing in the MutualFund industry Operations with sound knowledge of measurement analytics,accessibility, responsiveness and productivity
- Expert knowledge of transfer agency operations andlegislation

📌 Business Operations Group Manager (Toronto)
🏢 IFDS Group
📍 Toronto