Business Operations Group Manager
Permanent
Department: Full Services Operations (820)
30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada
Number of Positions: 1
Role OverviewThe Group Manager is responsible for developing, implementing and managing the Transfer Agency operations team in their strategic plans, visions, policies and procedures. The incumbent will be accountable for providing solutions to all business and operational problems while ensuring we are in compliance with all regulatory requirements and company policies. The Group Manager is also responsible for maintaining customer satisfaction levels and continuously fostering the overall relationship with our internal and external clients. Lastly, the incumbent will provide strategic guidance and day to day leadership direction to all direct reports.
Role Responsibilities- Ownership of internal and external client relationships as it relates directly to responding to operational transactional escalations and enquiries
- Responsible for establishing processes, procedures, SLA's and reporting within the operations department
- Responsible for providing guidance and direction to the team members on escalated issues involving all transaction types (i.e. new accounts investments, wires, transfers, adjustments, redemptions, foreign content rebalancing, retirement processing)
- Responsible for assisting in crafting budget /operating plans within the operations department
- Responsible for ensuring teams are meeting all SLA, contractual, and regulatory standards
- Responsible for oversight of risk and control management activities as it pertains to assigned teams and functions.
- Proactively communicates trends and concerns to senior management
- Coach, develop and mentor management staff to assume leadership role in company
- Ensurethat all staff is receiving ongoing feedback on performance as well asday-to-day coaching for the development of technical, operational, and behavioral competencies
- Prepare and negotiate performance agreements, reviews and individual development plans for direct reports
- Responsible for maintaining appropriate staffing levels on an ongoing basis and assist management team in the recruitment process
- Ensure that all teams are continuously seeking to improve processes both internally at IFDS and externally with our clients
- Assist management staff in implementing strategies and procedures to improve service levels, productivity and cost effectiveness of department operations
- Manages and/or actively participates in projects. This includes both client projects, as well as, company wide projects
- Ensure that team is thoroughly educated on all IFDS products
- Deepen client/broker/advisor relationships and leverage broader system knowledge for Contact Centre
- Provide support and training where necessary to upskill Agents
- Support the execution of strategic initiatives in collaboration with internal stakeholders
- Ensure alignment between stakeholder for all new onboardings and existing processes
- Championinitiatives within Team, encourageparticipation to generate new ideas for an efficient process
Minimum QualificationsMandatory:
- Minimum 7-10 years experience managing in the Mutual Fund industry Operations or dealer back office operations with sound knowledge of measurement analytics, accessibility, responsiveness and productivity
- Expert knowledge of transfer agency operations and legislation
- Ability to work across the organization and influence internal and external contacts
- Thorough knowledge of mutual fund products and administration
- Demonstrated project management and process improvement capability
- Ability to work well under pressure, deadlines, and changing priorities
- Sound customer relationship building and negotiating skills
Salary RangePay Range (CAD $): 90,000 - 114,000
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
