Job Description

Dealer Services Analyst
Employment Type: Non-Permanent
Address
30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada
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.
Role Overview
The Dealer Services Support team is part of the Full Service Domestic Operations Department. The Dealer Services Analyst's mandate is to manage day to day dealer requests including organizing, assigning and assisting to complete daily work and assessing volumes based on current staffing levels to meet SLAs. The Dealer Services Analyst must also play a supporting role as a subject matter expert resource for the remainder of the Dealer Services team and is expected to provide guidance, oversight, coaching and assistance to the other team members when required, and is a senior point of escalation within the dealer services team.
Role Responsibilities
The dealer services Analyst is primarily accountable for first level communication with all dealers on day to day items. Additionally the dealer services analyst ensures that all daily incoming work is assigned/completed and provides quality control services to the bulk of the daily work volume. This individual also plays a supporting role with all bulk dealer change requests.
Technical

• Able to assist with the capture of business requirements related to bulk dealer change requests of all kinds.
• Remains accountable for quality of all team members by providing quality control checks on outbound communications and on the most complex transaction processing.
• Maintains intimate and expert knowledge of all processes and procedures for all domestic clients as well as systems.
• Able to fully document all dealer services' process and procedures (swim lane, narrative, Knowledgebase updates) and routinely validates current documentation suite to ensure accuracy.
• Seeks to increase efficiency of processes through periodic review or process evaluation.
• Maintains expert working knowledge of Fundserv and all associated applications.

• Proficient in communicating complex problems within the team when required to source for solutions.

Client/Dealer

• Provide call resolution for all requests that fall within the scope of the Dealer Services' responsibilities.
• Maintains a deep understanding of the industry with a dealer focus and proactively anticipates issues with service and seeks to proactively manage processes and procedures to mitigate service risks.
• Provide research and analysis directly linked to dealer issues.
• Responsible for dealing with escalations as required.
• Ensures all security validations are maintained in all communication streams as required.

Minimum Qualifications

• Solid knowledge of financial mutual fund record keeping systems and transfer agency operations business process
• Strong knowledge of dealer back office processes and procedures
• Strong Knowledge of the mutual fund processing and the administrative back-office
• Minimum 3 - 5 years' experience in the financial service industry and preferably in dealer back office or mutual fund processing, including trade corrections and/or intimate Registered Products processing knowledge and advanced regulatory working knowledge
• Able to operate independently in stressful situations in resolving dealer and client issues
• Highly analytical with a high degree of attention to detail; ensuring high accuracy on all activities
• Expert research / information gathering / analytical and problem-solving skills - takes a logical approach to analyzing problems. Systematically researches information and explores alternatives to solve problems
• High level of competency with MS suite, including but not limited to; Excel, Visio, Word, Powerpoint
• Strong Knowledge of Fundserv
• Knowledge of iFAST Desktop system, iFAST Base & surround products
• IFIC Operations and Procedures course; CSC certification (asset)

AODA Statement
IFDS Canada encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodation needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.
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