IT Client Account Manager
Permanent
Department: International Account Management
30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada
Number of Positions: 1
Role OverviewThe IT Client Account Manager - International - Is responsible for providing leadership and mentoring to the Client Account Management team. They also act as a liaison between the client, business operations and IT to investigate client specific issues, and questions. Consulting could include sales support, new product configuration support, client onboarding, training and any other client JAD discussions. Ability to communicate concisely and directly with C-Suite roles, internally and on 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
Incident Management
- Acts as a first-time resolution team member through ticket and analysis
- Manage Communications to Europe Senior Management of Severity 1 and 2 Tickets
- Maintain logs to track issues and long term actions/solutions, aging tickets and Problem Tickets
- Trend Analysis
- Works closely with Business Operations and IT organization, always ensuring client expectations are being met
- Provide guidance and support on HLE and SOW requests on occasion
Project Management
- Manage small projects deemed to be less than 20 days effort by the Project Management team
- Fund Mergers/Rollovers/Conversions
- Functionality Activation
- Simple and Complex Fund launches and other fund initiatives
- Co-ordinate and Manage Pre-Release Fixes and Enhancements
- Business Analysis as required
- Provide UAT Support as needed
- 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 and Director
Key ContactsReporting directly to the Director of International Client Services,this role also collaborates with other members of the team, internalstakeholders and external partners/clients.
Minimum Qualifications - Solid knowledge of financial mutual fund record keeping systems and transfer agency operations
- Strong knowledge of the mutual 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 Web, NSCC 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 existing and 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)
- Working knowledge with International client base, European regulations (CSSF, CBI) would be an asset
Salary RangePay Range (CAD $): 81,000 -102,000
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
