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

This position is offered as a one-year contract.

Who We Are International Financial Data Services (IFDS) is a world‑leading provider of outsourcing and technology solutions to the financial services industry, supporting more than 17 million accounts with an AUA of approximately CAD $4 trillion.

Role Overview The IT Client Account Manager – International is responsible for providing leadership and mentoring to the Client Account Management team. They act as a liaison between the client, business operations and IT to investigate client‑specific issues and questions, providing consultative support including sales, new product configuration, client onboarding, training and client JAD discussions.

Role Responsibilities

Plan and execute client requirements in collaboration with all internal and external clients to deliver superior customer service in alignment with the client’s strategic goals.

Interact directly with business partners to develop and maintain strong ongoing relationships, seeking opportunities to improve client satisfaction and experience.

Interact with business operations, clients and regulatory bodies to understand and document business requirements for client consumption.

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

Act as a first‑time resolution team member through ticket analysis.

Manage communications with Europe Senior Management of Severity 1 and 2 tickets.

Maintain logs to track issues and long‑term actions, aging tickets and problem tickets.

Perform trend analysis.

Work closely with Business Operations and IT to ensure client expectations are met.

Provide guidance on HLE and SOW requests as needed.

Project manage small projects of less than 20 days effort.

Manage fund mergers, rollovers, conversions, functionality activations and fund launches.

Coordinate and manage pre‑release fixes and enhancements.

Conduct business analysis as required.

Provide UAT support and develop test strategy, plans and test cases.

Educate business on IFDS products and capabilities, conduct demonstrations and product training.

Work with IT to complete technical documentation initiatives.

Coordinate client requests to ensure delivery aligns with expectations.

Act as backup for Relationship Manager and Director.

Key Contacts Reporting directly to the Director of International Client Services and collaborating with team members, internal stakeholders and external partners.

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.

At least 3 years’ experience in the financial service industry in a client‑facing role.

Proficiency in communicating complex business solutions to internal stakeholders or clients.

Technical knowledge of IFDS applications (including iFast Web, NSCC, etc.).

Experience with IFDS tools and clients.

Strong change management capability (ADKAR).

Ability to lead complex projects and major changes.

Strong interpersonal, negotiation and influencing skills.

Ability to present and discuss solutions at a high level.

High analytical acumen and attention to detail.

Research, information gathering, analytical and problem‑solving skills.

Competency with Microsoft Office suite (Excel, Visio, Word, PowerPoint).

Completion of IFIC Operations and Procedures course (asset).

Knowledge of international client base and European regulations (CSSF, CBI) is an asset.

Effort and Working Conditions This position may require participation in an after‑hours on‑call support rotation, responding to critical issues outside regular business hours, including nights, weekends and holidays. Overtime and statutory holidays may be required.

AODA Statement IFDS Canada encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations needed to support your participation in the recruitment process. Only candidates selected for interviews will be contacted for this position.

Salary Range Pay Range (CAD $): 81,000 – 102,000

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