Service Delivery Analyst (Hybrid)

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

The Service Delivery Analyst will work with Client Services team, BR ICS Canada and Partners in support of operational performance, tracking, reporting and reconciliation for transactional services.

Key Job Functions/Responsibilities

• Develop strong working relationships with associates within Client Services, Broadridge ICS Canada and Partners

• Generate production and product metrics reporting to support client reporting, senior management, product team and client service delivery teams.

• Manage, track, and work to resolve outstanding Partner issues, as they relate to Reporting/Production/Performance/Costing & Pricing

• Develop effective methods to manage, track and reconcile all billing related to production [i.e. Statements, Tax, Smart Disclosure etc.]

• Take ownership to coordinate and effectively communicate solutions around operational client facing issues

• Work with Client Services group to support changes and additions to on-going production

• Work with management and Partners in support of proposals

• Work within Client Services and with Partners to create and put in place operational production schedules that support on-going schedules

• Keep management and Client Delivery team informed concerned production issues [related to Broadridge or Partner activities], and escalate issues as required. Develop effective communication management and tracking of production issues

• Track quality control issues, as they relate to Broadridge operational performance and Partner operational performance

• Track and support pricing related to Change Requests

• Participate in special projects and ad hoc analyses as necessary

• Work with Canada Post to support relationship between BR ICS Canada and CPC

• Work with internal and external resources to ensure World Class delivery

• Other duties as assigned

Basic Skill Level Requirements

Education:

• University Degree or Community College Diploma Business, or equivalent work experience

Experience:

• 3 years’ experience in an operational service capacity or in an outsourcing industry.

• Knowledge of the investment industry is preferred.

• Demonstrated ability to prioritize and handle the cyclical nature of the industry and a fast-paced work environment.

• Strong knowledge of pre-print production and variable imaging are definite assets.

• Knowledge of financial / costing models

Skills:

• Strong written, oral, and client management skills are critical.

• Strong consensus building skills and ability to work in a cross-functional environment is required

Tools:

• Microsoft Office (intermediate proficiency is required in Word and Excel)

Recruitment Process

Throughout your application process, you may be asked to contact us virtually or in-person. Our recruiters will explain how hybrid interviews will be held throughout the recruitment process, and they will be able to answer any questions you might have.

Compensation

• Salary Range: 60,000 – 70,000 CAD. Compensation may vary depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

• Bonus Eligible Position

• Benefits: Medical, dental, life and vision insurance. RRSP program with company match, paid parental leave, competitive vacation days and more. Medical insurance starts immediately upon hire.

AI Disclosure

No AI or automated tools are used in the screening or assessment of applicants for this role.

Vacancy Disclosure

This posting is for an existing and currently open position within Broadridge.

Background Check Process

Broadridge requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:

• Employment verification

• Education verification

• Credit inquiry

• Canadian criminal record check

Workplace Flexibility

We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible.

At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours.

Accessibility & Accommodation

Broadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodation during the recruitment process, please notify our recruitment team.

#LI-TN1 #LI-Hybrid

We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective.

Use of AI in Hiring

As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.