Overview of Position

The Senior Associate, Investor Operations role combines ownership of core investor operations with the opportunity to develop meaningful, hands-on experience in technology, business systems and process improvement. You will take ownership of key investor activities, identify opportunities to strengthen processes and mitigate risk, and provide guidance and mentorship to junior team members. This is a vacant, full-time position based in Greybrook's Toronto office. The role is fully on-site, reflecting our in-office, collaborative work environment.

As you build proficiency in the role and develop a strong understanding of Greybrook's operations, you will progressively take on responsibilities related to business systems, including system configuration, testing, workflow design, data integrity and process automation. Working directly with the CTO on select initiatives, you will help bridge business operations and technology and contribute to increasingly sophisticated systems and technology projects.

This is not a traditional technology role, and a formal technology background is not required. It is well suited to someone with a strong foundation in financial services, investment operations or a related business environment who is interested in expanding their capabilities at the intersection of operations and technology.

Responsibilities

Operations:

• Take ownership of end-to-end investor operations and key corporate activities, ensuring the seamless execution of funding activities, cash movements, subscriptions, transfers, distributions, estates, quarterly statements, and investor transactions.
• Serve as a key point of contact for investor-related operational matters, proactively managing inquiries, resolving complex matters, and delivering a high standard of client service.
• Act as an escalation point for complex issues, resolving challenges with sound judgement and a solutions-oriented approach.

• Identify opportunities to improve operational workflows, controls and service delivery, and work with relevant stakeholders to implement practical improvements.

• Identify operational risks and control gaps, implementing practical solutions to strengthen processes, mitigate risk, and support regulatory compliance.
• Provide regular updates and insights into key deliverables and initiatives to the VP, Corporate & Investor Services, including emerging issues, risks and priorities requiring attention.

• Collaborate with internal stakeholders and external service providers to support the efficient execution of operational activities and timely resolution of issues.

• Contribute to the development, mentorship and training of junior team members, fostering a culture of continuous learning and knowledge sharing.

Technology, Systems & Process Improvement:

The Senior Associate will progressively take on greater responsibility for technology, systems and process-improvement initiatives, including:

• Support the ongoing configuration, administration and documentation of Salesforce and other internal business systems and workflows used by the Investor Services and Corporate teams.
• Participate in system enhancement and implementation projects, including gathering and documenting business requirements, configuring solutions where appropriate, conducting user acceptance testing, and supporting implementation and adoption.
• Identify opportunities to automate manual, repetitive, or inefficient processes and work with Technology to scope, prioritize, configure, and implement improvements.
• Maintain and enhance data quality and consistency across internal systems, through audits, reconciliations, issue resolution and improvements to underlying processes and controls.
• Act as a subject-matter resource for the Investor Services team on system functionality, investigating and resolving system and workflow issues where possible and escalating more complex technical matters to Technology.
• Contribute to process mapping, workflow design, system documentation and other business-systems activities that improve operational effectiveness and scalability.

Qualifications

• At least 3 years of relevant experience in financial services, investment management, investor services, fund administration, operations or a related business environment.

• Demonstrated ability to take ownership of detailed and complex operational processes while maintaining a high degree of accuracy, organization and follow-through.
• Strong analytical, critical-thinking and problem-solving skills, with the ability to identify issues, understand root causes and develop practical solutions.
• Demonstrated aptitude and genuine interest in technology and business systems, with the ability and desire to develop hands-on capabilities in system configuration, process automation, data management and related areas. A formal technology background is not required.
• Comfortable working with business systems and structured data beyond core Microsoft Office applications, including CRM, workflow or document-management platforms.
• Strong proficiency with Microsoft Office, particularly Excel, with the ability to analyze, organize and manipulate data effectively.
• Strong written and verbal communication skills, with the ability to work effectively across teams, communicate effectively with colleagues at different levels of the organization, and present information clearly and professionally.
• Demonstrated ability to work independently, exercise sound judgment and provide guidance and support to more junior team members.
• A self-directed, adaptable and entrepreneurial mindset, with a willingness to take on unfamiliar challenges and expand responsibilities over time.
• Experience with Salesforce, CRM platforms, workflow tools, document-management systems or other business applications is considered an asset.
• Experience participating in system implementations, upgrades, user acceptance testing, process mapping, workflow design (approval flows, triggers, templated documents) or automation initiatives is considered an asset.
• Canadian Securities Institute (CSI) certifications or designations are considered an asset.
• Ability to work non-traditional hours on occasion when required to support business needs during peak periods.