Client Operations Specialist

5 months ago

Toronto, Canada IFDS Group Full time

PLEASE NOTE THIS IS A TEMPORARY ROLE WITH A 1 YEAR CONTRACT

**Company Overview**:
AT IFDS (Canada), we create the technology and service solutions the financial industry is built on. Leading investment and insurance providers trust International Financial Data Services (IFDS) Canada for award-winning record-keeping platform and back office services. For more than 30 years, our knowledge, experience, financial strength and advanced technology have enabled our clients around the globe to achieve their business goals, and our investment in the future will help them continue to lead the way. We are looking for a dynamic, client focused individual who is ambitious about their career growth and passionate about the financial service industry.

**Overall Accountabilities**:
The Client Operations Specialist primary focus is to strive towards effective delivery commitments to our International and offshore clients. The incumbent’s main objectives will be to develop a positive client experience by understanding and responding to our clients’ enquiries professionally, complete reporting, transaction processing and reconciliations accurately. As the primary point of contact for our clients, the Client Operations Specialist must provide exemplary customer service as well and recognize opportunities to proactively position IFDS’ services to meet and exceed our clients’ needs.

**Role and Responsibilities**:
Actively and effectively manages the day-to-day customer service delivery model for assigned clients by:

- Focusing on building and fostering positive client relationships as related to our service level agreements
- Liaise with client contact(s) and internal teams to facilitate client service requirements
- Execute all trade instructions from standard to complex (high dollar) transactions
- Able to execute all steps of the processing lifecycle, comprising of all work types from medium to high complexity. - high (high dollar transactions; simple and complex work types
- Participates in special projects as assigned

Provides effective reporting to meet both internal and client requirements by:

- Working with management and clients to enhance or improve reporting needs as required
- Providing regular reporting on key service performance and quality metrics
- Analyzing data to ensure quality and accuracy of trades
- Ensure completion and delivery of client reporting as specified in the policies and procedure and in accordance with the established cut-offs and SLAs for each client

Actively manages and executes Pricing, Cycle Processing and Reconciliation:

- Reconciles dividend transactions, distributions and payments in accordance to client specific procedures.
- Interacts with Operations groups, State Street Bank and other custodian banks, as well as clients, broker/dealers to exchange information and resolve problems
- Analyzes reports to capture exceptions; researches and resolves issues and open items
- Executes and completes NAV and distribution rate upload or entry for the International clients within the pre-defined client cut-off/schedule
- Run, monitor and accurately complete Cycle Processing for the International clients within the pre-defined client SLA and schedule

**_Qualifications_**

**Critical Requirements**:

- ** **Minimum 3 years’ experience in the financial service industry
- Post-secondary education in a related discipline
- Must be willing to work US and Canadian Holidays
- Willingness to work in an environment with flexible schedules (i.e. mid to late shift) that is driven by client commitments and high volumes.
- Previous experience in a service oriented environment; strong client focus
- Excellent interpersonal, communication and multi-tasking skills
- Able to co-ordinate and operate in occasionally stressful situations in resolving the client’s issues
- Team Player, able to work in a team environment with shared goals and accountabilities
- Highly analytical with a high degree of attention to detail to ensure 100% accuracy on all transactions
- Strong investigative and problem solving skills
- Understands the business impact of escalated incidents and service requests
- Ability to act quickly and decisively when resolving client issues
- Positive impact - performs in a manner that makes a strong positive impression on others

**IMPORTANT**
- ** **Relationship builder - constructs, maintains, nourishes relationships with all stakeholders
- Knowledge of iFAST Base system, iFAST Base & Surround Products
- Solid knowledge of International Financial Mutual Fund Record Keeping Systems and Transfer Agency operations business process
- Bilingual English/ Spanish or Portuguese both oral and written is a definite asset
- Demonstrated process improvement capability

**BENEFICIAL**
- Processing and/or quality control experience on iFAST
- Pursuit/completion of Canadian Securities or Investment foundations course
- Ability to build macros

**AODA Statement

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