Client Account Manager
Permanent
Department: FSD Account Management
30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada
Number of Positions: 1
Role OverviewThe Client Account Manager is the subject matter expert between the client, business operations and IT to investigate client specific issues, and provide solutions accordingly. The incumbent will also be responsible for new product configuration support, client onboarding, training and any other client JAD discussions. The Client Account Manager will communicate concisely and directly with C-Suite roles, internally and on the client's side.
Role Responsibilities- Plan and execute client requirements in collaboration with all internal and external clients to oversee the delivery of superior customer service in alignment with the client's strategic goals
- Interacts directly with business partners, developing and maintaining a strong on-going relationship; always looking for opportunities to improve client satisfaction and experience
- Interacts directly and indirectly with business operations, clients and regulatory, statutory and industry standards bodies to understand and document business requirements for client consumption
- Actively participate in the development and discussion of operational enhancements to improve the client experience
- Oversee the implementation of new processes, policies and special initiatives to enhance and support business needs
- Establishes priorities early in the planning process in consultation with Client Account Managers, client base, and assigned team members
- Acts as a first time resolution team member through ticket and analysis
- Works closely with Business Operations and IT organization, always ensuring client expectations are being met
- Will work closely with Asset Management Solutions and Business Change Management in reviewing project scope and deliverables, while identifying, assessing and mitigate project risks as appropriate
- Provide guidance and support on HLE and SOW requests
- Make recommendations on project prioritization and resource management
- Provide performance feedback, coaching, mentoring and career and development planning
- When required, assists in developing test strategy, plans and test cases
- Works with the business to educate them on IFDS products and capabilities, conduct demonstrations and provide product training as required
- Works closely with IT to complete various technical documentation initiatives
- Coordinates client requests, to ensure delivery is in accordance with client expectations
- Acts as backup forRelationship Manager
Key ContactsReporting directly to the Vice President Relationship Management, thisrole also collaborates with other members of the team, internal stakeholdersand external partners/clients.
Minimum Qualifications- Solid knowledge of financial mutual fund record keeping systems and transfer agency operations
- Strong knowledge of the mutual fund and seg fund industry
- Post-secondary education in a related discipline
- Minimum 3 years' experience in the financial service industry in a client facing role
- Demonstrated proficiency in communicating complex business solutions with internal stakeholders or clients
- Solid technical knowledge of IFDS applications (including iFast, IFWP, etc.
- Extensive experience working with IFDS tools and clients (understands the full picture)
- Strong Change Management capability (ADKAR)
- Able to handle or lead (as appropriate) complex projects major changes
- Strong interpersonal/negotiation skills and ability to influence others
- Able to present/discuss solutions at a high level to potential clients
- Highly analytical with a very high degree of attention to detail
- Strong research / information gathering / analytical and problem-solving skills - takes a logical approach to analyzing problems. Systematically researches information and explores alternatives to solve problems.
- High level of competency with MS suite, including but not limited to; Excel, Visio, Word, Powerpoint.
- IFIC Operations and Procedures course (asset)
- Bilingual English/French, both oral and written (asset)
Effort and Working Conditions - Willingness to work in an environment with flexible schedules (i.e mid to late shift) that is driven by client commitments and high volumes.
- Must be flexible and able to work overtime from time to time.
Salary RangePay Range (CAD $): 78,000 - 99,000
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
