Business Operations Team Lead
Employment Type: Permanent
Address
30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada

Who we are

With its global headquartersin Toronto, Canada, International Financial Data Services (IFDS) is aworld-leading provider of outsourcing and technology solutions to the financialservices industry. IFDS services over 240 financial organizations around theworld, providing solutions to a wide range of global asset managers, wealthmanagers, banks, and insurance companies. With employees and partners locatedthroughout Canada, Europe, and Asia-Pacific, the IFDS enterprise supports morethan 17 million accounts with AUA of approximately CAD $4 trillion. IFDS Canada, Ireland, and Luxembourg are50/50 joint ventures between Boston-based State Street Corporation, one of theworld's leading providers of financial services to institutional investors, andConnecticut-based SS&C Technologies, a global provider of investment andfinancial software-enabled services and software for the global financialservices and healthcare industries.

Imagine yourself at IFDS

Come experience a community like no other atInternational Financial Data Services (IFDS). We offer work opportunitiesdriven by a passion for creating market leading financial solutions, and aculture that nurtures collaboration, accountability, diversity & inclusion,and continuous learning. We'll provide you with opportunities to develop yourcareer. From ongoing training and development programs to experiences workingwith our global financial services partners, you'll be able to realize your fullpotential.

Role Overview

Functionsin the department as a Team Lead, providing support to the employees within thedepartment. Assists Group Manager insupporting the department and with the monitoring of workflow and teammanagement. Under minimal supervision,oversees all team activities, including the distribution of work, guidance forprocessors, and their coaching and development. Ensuring completion of all work within SLA adhering to multiple cutoffsand successful handover of queue to IFDS global counterparts.

Role Responsibilities

• Manages the International processing team and ensures adequate staffing for all periods.
• Organizes the incoming transaction volumes by completing and assigning work and assessing volumes based on current staffing levels to meet SLA.
• Interact with various internal and external teams and vendors on a daily basis to provide support and resolve problems.
• Ensures team adherence to established deadlines, procedures, and quality standards.
• Researches and resolves complex, client sensitive and urgent problems as necessary.
• Ensures procedures are documented and training and frequent task rotation is conducted across the team to allow for optimization of resources and career development opportunities for associates.
• Liaises with other departments to facilitate prompt resolution of problems and customer satisfaction with services provided during all hours.
• Reviews team activities and looks for improvement opportunities. Offers suggestions regarding increasing efficiency of equipment use, working conditions and motivation of employees.
• Participates in special projects as assigned and attends inter- and intra- department meetings to address Departments concerns.
• Supervisory responsibilities include interviewing, hiring, training and performance management.
• Governance of all mandatory corporate training required from all related Global counterparts.

Minimum Qualifications

- Critical:

• Minimum of one year supervisory experience in a processing back office, transfer agency services or other high volume industries
• Strong knowledge of MS Excel and/or MS Access, Word, Internet and Outlook email
• Ability to lift up to 25lbs. with or without accommodations
• Must be flexible to work overtime, holidays and/or different shifts as needed with minimal notice
• Ability to deal with unexpected situations and address sensitive issues as required
• Organization and attention to detail
• Customer service orientation and tact/diplomacy skills in interfacing with clients and highly sensitive issues
• Ability to listen, speak, and write effectively in order to respond to inquiries and requests, as well as instruct others on work procedures and priorities
• Ability to work well in stressful situations and be deadline sensitive

- Beneficial:

• IFIC Operations Certificate
• Strong technical aptitude and solid computer skills
• Mutual Fund Transfer Agency, back-office experience

AODA Statement

IFDS Canada encourages applicationsfrom all qualified individuals. Applicants with disabilities may notify us ofany accommodation needed to support your participation in the recruitmentprocess. We wish to thank all applicants for their interest and effort inapplying. Please be aware that only candidates selected for interviews will becontacted for this position.