HR Coordinator

Client Account Manager (Bilingual English/Spanish)
Permanent

30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada

Who We Are

Headquartered in Toronto, Canada, International Financial Data Services (IFDS) is a leading provider of outsourcing and technology solutions to the Canadian financial services industry. IFDS Canada supports more than 240 financial organizations, delivering services to asset managers, wealth managers, banks, and insurance companies across Canada. The organization supports over 17 million accounts with assets under the administration of approximately CAD $4 trillion. IFDS Canada is a 50/50 joint venture between Boston‑based State Street Corporation, one of the world’s leading providers of financial services to institutional investors, and Connecticut‑based SS&C Technologies, a global provider of software and software‑enabled services for the financial services and healthcare industries.

Imagine Yourself at IFDS

Come experience a community like no other at International Financial Data Services (IFDS). We offer work opportunities driven by a passion for creating market leading financial solutions, and a culture that nurtures collaboration, accountability, diversity & inclusion, and continuous learning. We’ll provide you with opportunities to develop your career. From ongoing training and development programs to experiences working with our global financial services partners, you’ll be able to realize your full potential.

Role Overview

The Bilingual (Spanish) Remote Client Account Manager - Domestic – Is the subject matter expert between the client and all internal teams at IFDS to manage the day to day service delivery and account relationship which includes actively overseeing and actioning service requests and incidents, investigating client specific issues, and providing 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 Senior Management 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
• 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 the 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
• When required, assists in developing test strategy, plans and test cases
• Coordinates client requests, to ensure delivery is in accordance with client expectations

Minimum Qualifications

• Bilingual in Spanish
• 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 Communications and 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)