Implementation and Relationship Management Support

4 weeks ago

Toronto, Canada TMX Group Limited Full time

Venture outside the ordinary - TMX Careers

The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets.

United as a global team, we’re connecting cross-functionally, traversing industries and geographies, moving opportunity into action, advancing global economic growth, and propelling progress. Through a rich exchange of ideas, meaningful collaboration, and a nimble operating model, we're powering some of the nation's most critical systems, fueling capital formation and innovation, bringing increased opportunity to business visionaries, product ingenuity to consumers, and career exploration to our team.

Ready to be part of the action?

The Implementation and Relationship Management Support Specialist works with the Client Implementation Lead to support the onboarding of new business and with Relationship Managers (“RM”) to support existing clients ensuring quality service while adhering to professional, regulatory, and industry standards, as well as TSX Trust policies, procedures; as needed.

Key Accountabilities:

- Support the Client Implementation Lead, assist with client implementations, and the onboarding of new business per provisions of the client contract and agreed conversion schedule, as well as, assist EPS team as required for existing clients,
- Attend frequent client meetings throughout the implementation process and provide meeting minutes, and open action items
- Support client onboarding process, including but not limited to the preparation of the client profile and associated documentation, setup plans, enrollment/ offering windows, vesting schedules, exercise/ release parameters, participant/ plan sponsor web, blackout calendar, participant groups, and termination if applicable
- Assist in tracking project status and timeline ensuring all parties are meeting agreed-upon deliverable dates
- Support/ coordinate efforts with various internal EPS departments to set up the client,
- Support, create, modify, delete and/or review User Groups and Plan Sponsor Access for Internal and External Users,
- Review client files to ensure that data received is accurate, assist in researching data discrepancies, and load client files into the EPS systems
- Assist in coordinating with the Financial Reporting Analyst the client set up where financial reporting services are required
- Update internal documents and/or templates used for implementation
- Assist/ communicate internally the implementation status and client plan

Relationship Manager Support:

- Support Relationship Manager(s) in managing projects and special events for existing clients (i.e., corporate actions, new Plans, account clean up, PIN reset, etc.), and assist in providing Plan Sponsor training/ demonstration of the EPS system
- Build MTR and assist in the setup of Plans, vest schedules, tax codes, blackout calendar, pre-clearance, Grant Agreement, tax election, termination rules, and participant groups, change participant data (i.e., update tax code, update ID, merge participant, etc...) and/or grants (i.e., update expiry date, add tax code)
- Process grants (i.e., cancellation, acceleration, and or release) and/or prepare files for release
- Create ServiceNow tickets, follow up on outstanding tickets, and request to prioritize if necessary
- Update Participant Web Interface as requested (i.e., map/unmap client parameters, important message, add/remove client documentation, etc.)
- Test in UAT (i.e., new functionality, changes to Plan, etc.)
- Create and/or assist in preparing/ updating desk operating procedures
- Create, update, and/or assist in updating client documentation (i.e., Certificate of Authority, Tax Direction, etc.)
- Extract invoices for clients identified to be in arrears by Accounts Receivables, send to Relationship Manager to follow up for payment, and update Accounts Receivable on status
- Prepare and/or assist in the collection of the annual administration fee for clients with the former employee's product
- Assist with investigating research cases escalated to the Relationship Manager
- Other activities as advised by Head of Client Management, EPS.

Must Haves:

- Related experience in an Equity Plan Administration role or similar experience
- Proven experience in client management, with a focus on developing and maintaining strong relationships with internal and external clients.
- Experience with Microsoft Office Suite, Spreadsheets, Presentations, Flow Charts, Word Processing, Adobe Acrobat Professional
- Intermediate level Project Management Tools experience an asset
- Canadian Securities Course is an asset
- Communication: Effective written, verbal, and listening skills
- Adaptable: Flexibility and willingness to work simultaneously on a wide range of tasks and projects and ability to prioritize
- Client Service Orientation: develops and maintains positive relationships with internal and

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