IT Client Account Manager

IT Client Account Manager
Non-Permanent
Department: International Client Management (530)

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

Please note that this position is currently being offered as a one-year contract.

Who We Are

With its global headquarters in Toronto, Canada, International Financial Data Services (IFDS) is a world-leading provider of outsourcing and technology solutions to the financial services industry. IFDS services over 240 financial organizations around the world, providing solutions to a wide range of global asset managers, wealth managers, banks, and insurance companies. The IFDS enterprise supports more than 17 million accounts with AUA of approximately CAD $4 trillion. IFDS Canada is a 50/50 joint ventures 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 investment and financial software-enabled services and software for the global 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 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 for Relationship Manager and Director

Key Contacts

Reporting directly to the Director of International Client Services, this role also collaborates with other members of the team, internal stakeholders 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

Effort and Working Conditions

This position may require participation in an after-hours on-call support rotation. Must be available to respond to and resolve critical issues outside of regular business hours, including nights, weekends, and holidays, as needed.

Must be flexible and able to work overtime from time to time and statutory holidays .