Client Account Manager

4 weeks ago


Toronto, Canada IFDS Group Full time

**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. With employees and partners located throughout Canada, Europe, and Asia-Pacific, the IFDS enterprise supports more than 17 million accounts with AUA of approximately CAD $4 trillion. IFDS Canada, Ireland, and Luxembourg are 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.

**Department Overview**

The Relationship Management teams are comprised of Relationship Managers and Client Account Managers who are accountable for building and maintaining IFDS’ client relationships. They are responsible for delivering an enhanced client engagement model and together work with clients on developing new ideas and initiatives to grow and manage the client’s business.

**Role Overview**

The Client Account Manager - International
- Is responsible for being the 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.

**What You Will Do**
- 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.
- Acts as a first time resolution team member through ticket and 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.
- 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.

**Minimum Qualifications**

**What We Require**
- 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.
- 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


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