Client Account Manager
Permanent
Department: FSD Client Management (520)

30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada
Number of Positions: 1

Role Overview

The Client Account Management (CAM) team's core mission is to foster long-term strategic relationships with clients by delivering exceptional service and tailored solutions. A Client Account Manager is a trusted advocate for clients, championing their unique needs and providing proactive support to ensure client success and mutual growth. Through integrity, dedication and a client-centric approach, Client Account Managers aim to drive successful business outcomes, maximize client satisfaction and strengthen relationships that position both the client and IFDS for continued success.

Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned clients regarding operational and technical service delivery.
• Develop and maintain strong client relationships through regular communication, governance meetings, and service reviews.
• Manage client expectations and provide timely resolution or escalation of issues.
• Act as a trusted advisor, identifying opportunities to enhance client experiences and operational efficiencies.

Service Delivery & Operational Support

• Coordinate and oversee day-to-day technical and operational deliverables.
• Manage service requests, incidents, and post-release issue resolution activities.
• Support business operations through process inquiries, policy and procedure guidance, and transaction-related investigations.
• Review monthly service reporting and communicate performance metrics to clients.
• Coordinate and support User Acceptance Testing (UAT) activities and defect triage.

Release & Change Management

• Review and communicate software release notes and system enhancements to clients.
• Attend release walkthroughs with Business Analysts and facilitate client understanding of upcoming changes.
• Support organizational and client change management initiatives, ensuring seamless adoption of new processes and technology.

Project & Initiative Support

• Participate in and coordinate client-facing projects and strategic initiatives.
• Support project intake processes, including high-level estimates (HLEs), statements of work (SOWs), and project planning activities.
• Assist with large-scale initiatives such as system migrations, data center transitions, platform enhancements, and industry-driven changes.
• Collaborate with Program Management, Project Management, Operations, and Service Delivery teams to ensure successful outcomes.

Incident & Escalation Management

• Prioritize, monitor, and coordinate the resolution of incidents and service requests.
• Serve as an escalation point between clients, operations teams, and technology partners.
• Facilitate root cause analysis and corrective action planning to prevent recurring issues.

Regulatory & Cyclical Event Support

• Support year-end programs, tax reporting activities, distributions, and other cyclical client events.
• Coordinate annual business continuity and disaster recovery testing activities.
• Manage recurring service requirements associated with regulatory, operational, and industry changes.

Governance & Continuous Improvement

• Contribute to governance frameworks, reporting, and service management practices.
• Identify opportunities for process automation and operational efficiencies.
• Maintain documentation, best practices, and knowledge-sharing resources.
• Participate in continuous improvement initiatives that enhance client service delivery and operational effectiveness.

Minimum Qualifications

• 3-5 years experience operational experience in Mutual Funds/Segregated Funds/Pooled Funds
• Excellent verbal and written communication skills
• Resilience to operate in a high pressure deadline driven environment
• Proven ability to manage multi stakeholder initiatives
• Ability to influence and collaborate across cross functional teams
• Strong analytical and problem-solving abilities
• Change Management & ITIL Practice
• Strong organizational and planning skills
• Effective facilitation and presentation skills
• Business Analysis & Requirements Gathering

Nice to Have

• Knowledge of SDLC
• User Acceptance Testing (UAT) exposure

Salary Range

Pay 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