Business Operations Unit Manager
Permanent
Department: Full Services Operations (820)
30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada
Number of Positions: 1
Role OverviewThe Unit Manager's primaryfocus is to manage, develop and provide day- to-day support to their team. Thisincludes acting as a Subject Matter Expert to assist with processing and authorizing transactions. The Unit Manager is responsible formitigating and handling appropriate resolutions for incidents and escalations, ensuringService Level Agreements and regulatory standards are met and are in accordancewith company policies and industry guidelines.
Role Responsibilities- Overseeing the operations of the team to ensure that all financial and non-financial transactions are processed according to client SLA's. This includes oversight of Operations functions; all outsourced work as well as Quality Control for both onshore and offshore teams where applicable.
- Assistance with processing and approvals on a daily basis.
- Oversight and governance of key operational tasks ensuring that work is completed accurately and in accordance with all company policies; industry guidelines and client policies and procedures.
- Acts as the point person to respond to sensitive and escalated inquiries from clients, as well as escalations or inquiries raised from other teams within IFDS.
- Maintains contact with other departments to answer questions, provide assistance, and research/resolve problems
- Identifies and proactively communicates trends/concerns with processing / Quality Control and Problem Resolution
- Ensure that teams are continuously seeking to improve processes both internally at IFDS and externally with our clients
- Implementing procedures to improve service levels, productivity and cost effectiveness of department operations
- Assist with the management of daily and monthly reporting as required
- Handles telephone and written inquiries from the fund company regarding operating policies and procedures. May participate in conference calls and meetings with fund companies.
- Participate and /or coordinate special projects impacting the team.
- Monitor and engage with Client Services Delivery Manager(s) and other stakeholders to support the resolution of escalated issues
PeopleManagement:
- Provide leadership to direct reports and their staff to build ateam environment where excellence is the goal of everyone by:
- Modeling the values and the goals of the organization and the management team
- Providing ongoing feedback through day-to-day coaching relative to the development of both technical and behavioral competencies
- Deliver formal reviews of performance for direct reports
- Building and supporting individual development plans.
- Ensuring key resources are identified and plans for retention are in place
- Overseeing salary administration and staffing plans
- Promoting appropriate training and development
- Assuring compliance with Company Human Resourcesmanagement/policies
Minimum Requirements:- Minimum 3-5 years of experience with Mutual Funds/ Transfer Agency or Back Office functions
- Excellent leadership skills with the ability to lead and work as part of a cohesive team
- Exemplary client focus in determining, managing and meeting client expectations
- Understands the business impact of escalated incidents/issues and service requests
- Ability to influence others both in their team and outside area of immediate responsibility
- Ability to present/relate the problem and recommended solution(s) in such a way to influence the required action by others in other groups
- Excellent interpersonal, written and verbal communication skills
- Ability to manage conflict resolution with both internal and external teams
- Prioritization - ability to organize work in order to accomplish multiple and changing priorities within specified timeframes
- Able to coordinate and operate in stressful situations in resolving the client's issues
- Solid research / information gathering / analytical and problem-solving skills - takes a logical approach to analyzing problems
- Conceptual - sees the bigger picture; how various processes, workflows, teams come together
- Demonstrated process improvement capability
- Results oriented - Strives to achieve high levels of individual and organizational performance
- Decision Maker - Acts quickly and decisively in situations that involve uncertainty and/or significant risk.Is motivated to accomplish tasks on time
- Positive Impact - Performs in a manner that makes a strong positive impression on others e.g. high energy level, a problem-solving approach, and the ability to act with a sense of urgency when the situation demands it
- Perseverance - Overcomes obstacles that stand in the way of successful completion of difficult assignments
Preferred Requirements:- Openly sharing information and experiences to aid in the success of others
- Proactive in acquiring information to develop new skills to improve job performance. Grasps new material quickly and easily, and applies new information, concepts and procedures in a constructive manner
- Knowledge of segregated and mutual funds from a product and administrative perspective
- In-depth knowledge of iFAST system
- Solid knowledge and skills re Microsoft applications.
Beneficial: - Processing and/or quality control experience on iFAST.
- IFIC Operations course an asset.
- Knowledge of AWD.
- Knowledge of RESP and RDSP products
Salary Range Pay Range (CAD $):71,000 - 90,000
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
