Director - Governance & Client Account Management
Permanent
Department: FSD Client Management (520)
30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada
Number of Positions: 1
Role OverviewThe Governance Director - Client Account Management provides day to day oversight; guidance and strategic leadership to our client and the broader support team at IFDS and SS&C through close collaboration with the Business Development Relationship Manager, the AMS team, IT Departments; the Business Solutions and Planning team and C-Suite individuals to ensure the delivery of superior service commitments aligned with client goals. The incumbent will own the overall oversight of key initiatives and changes impacting the client, identifying risks and issues and will be responsible for the timely closure of all remediation actions. The Director will provide guidance and leadership, coaching and development to managers and employees to ensure that clients are supported with high quality solutions tailored to their business needs.
Role Responsibilities Governance:
- Oversee a virtual support team consisting of both IFDS and SS&C individuals dedicated to the overall successful delivery of changes.
- Build and maintain a governance practice consisting of key reporting and metrics tracking all initiatives/changes / issues - identifying and addressing risks and issues to continuously enhance service, client relationships and improve operational efficiencies.
- Acts as an escalation point for the client re any key changes.
- Lead the identification and documentation of risks and controls across changes and initiatives (projects, service requests, incidents and adhoc initiatives such as proactive testing of complex functionality).
- Elevate the profile and product knowledge of clients by providing deep expertise in risk and controls in conjunction with virtual support team.
- Implement an internal/ external forum/s to meet regularly with the "virtual" support teams (and the client) to provide and discuss status of changes/issues and hold teams accountable to timely resolution and remediation actions.
- Ongoing assessment of venues / documentation and ensures all processes serve a key purpose and align with client and IFDS requirements. E.g. any "special client reporting" from CAMs - Vendor Scorecard; Usage reporting; Utilization reporting etc. Delivers to client (along with new findings/solutions etc)
- Ongoing review processes/operating model etc. to ensure "we evolve our processes and engagement" aligned with iA's evolution in business growth and strategy
- Overseas the SLA adherence and smooth delivery of client requests, to ensure delivery is in accordance with client expectations
- Work directly with the client and internal teams to ensure clarity and organization of all changes and release/ delivery dates.
- Develop and maintain strong relationships with stakeholders, business partners to ensure effective collaboration and communication.
- Drive change management initiatives, guiding the team through evolving operational risk management standards and expectations.
- Foster a team environment and culture that encourages productivity, innovation, process improvement, and professionalism.
Account Management Service Delivery:
- Oversees day-to-day issue resolution and all critical reoccurring processes for clients, which includes planning and execution of the overall client service delivery experience 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 key business partners, developing and maintaining a strong on-going relationship; always looking for opportunities to improve client satisfaction and experience
- Facilitates and leads various internal / client meetings (virtually and / or in person) as it relates to the mandate and participates in all key reoccurring meetings regarding TLR; Release Management; JAD sessions; client reviews
- Oversees the various aspects of client business operations, regulatory, statutory and industry standards bodies to understand and ensure appropriate and timely communication of business requirements for client consumption in collaboration with internal and external teams
- Acts as an escalation point for Client Account Managers on incidents/service requests and the client if resolution is not attained timely / accurately
- Supports Business Development & Relationship Management with new product onboarding opportunities as required.
Leadership and People Management
- Completes performance reviews; successions plans; establishing objectives in monitoring performance against plans; promotes training and professional development. Works closely with Human Resources on talent management
- Provides performance feedback, coaching, mentoring and career and development planning for team members
- Ensures continued employee engagement by promoting an "in the office presence" through participation in IFDS events; team meetings and events; internal working groups
- Reviews current operating procedures, revising and implementing changes to improve service levels, productivity and cost effectiveness
- Maintains current knowledge of financial; regulatory and operational issues affecting other departments and the company as a whole. Understands financial and operational goals of IFDS
- Provides the team with support and recommendations on project prioritization and resource management
- Oversees and provides the team guidance and direction with new opportunities with the development and discussion of operational enhancements to improve the client experience which may include but not limited to guidance with approach; test strategy and developing test plan and cases
- Oversees and provides the team guidance and direction with new processes, policies and special initiatives as needed to enhance and support business needs.
- Assists VP Account Management with salary administration; capacity planning and staffing plans
Minimum Qualifications - Demonstrated superior leadership skills including collaboration; relationship building; coaching; integrity; resilience to a fast paced; high stress environment; ownership and accountability, credibility, and consensus building
- Demonstrated proficiency in communicating complex business solutions with clients & internal stakeholders
- Solid technical knowledge of IFDS applications (including iFast, IFWP, etc).
- Good knowledge of Segregated Fund, RESP, GIA/DIA, Guarantee Fee, FHSA product/iFast functionality.
- Strong Change Management capability (ADKAR)
- 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.
- Post-secondary education in a related discipline
- Minimum 10 years' experience in the financial service industry in a client facing, relationship management or Operational capacity
- Minimum 10 years' experience in leadership/people management
- Solid knowledge of financial mutual fund record keeping systems and transfer agency operations
- In depth knowledge of the mutual fund and banking industry of financial investment markets, trends and competitive framework
- Understanding of investment concepts and the ability to communicate a working knowledge of investment strategies and products
- High level of competency with MS suite, including but not limited to; Excel, Visio, Word, Powerpoint.
- Superior communication verbal and written skills, as well as high level of interpersonal skill to interact with senior business professionals
- Ability to engage internal stakeholders across a number of different functional areas
- Strong quantitative, analytical and problem solving/troubleshooting skills combined with the ability to draw meaningful conclusions from qualitative client feedback or large data sets
- Demonstrated ability to innovate and develop new proposals/solutions
- Ability to manage direct and indirect reports in a virtual team setting
- Proven project management skills, with strong attention to detail and flexibility to handle multiple projects and changing priorities
- Enthusiastic and proactive approach with meticulous attention to detail
- Extensive experience working with IFDS tools and clients (understands the full picture) Able to handle or lead (as appropriate)complex projects major change
Salary RangePay Range (CAD $): 126,000 - 159,000
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
