Job Description

Technical Specialist - Operations

Permanent

Department: Full Services Operations (820)

30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada

Number of Positions: 1

Technical Specialist
Do you posses a high level of industry knowledge, customer service skills and attention to detail? Are you looking to start your career in Business Operations? Our Business Operations Team has an opportunity for a Technical Specialist. The incumbent will be reporting into the Unit Manager while collaborating with other members of the operations team on day to day deliverables and projects.

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.

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.

Job overview
The incumbent's primary focus is to strive towards effective delivery commitments to our clients. The main objectives of this role will be to develop a positive client experience by understanding and responding to our clients' enquiries professionally and accurately. As the primary point of contact for our clients, the Technical Specialist must provide exemplary customer service as well and recognize opportunities to proactively position IFDS' services to meet and exceed our clients' needs. If you want to be part of a culture that values and fosters team unity, builds rapport with our clients and works closely with our fellow business partners then consider working at IFDS.

What you will do

• 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 domestic trade instructions from standard to complex (high dollar) transactions
• Execute all steps of the processing lifecycle, comprising of all work types from medium to high complexity
• Manage multiple client inbound/outbound calls and emails, provide resolution to brokers pertaining to account and fund information, issue resolution trade details and review/signoff of reports
• Participate in special projects as assigned
• Provide effective reporting to meet both internal and client requirements by working with management and clients to enhance or improve reporting needs as required
• Provide regular reporting on key service performance and quality metrics
• Analyze data to ensure quality and accuracy of trades
• Identify issues that may require additional resources / subject matter expertise and escalating accordingly
• Take ownership of specific requests/issues to ensure end to end support is followed
• Monitor queues to ensure timely resolution of requests is meeting SLA's and in good order
• Make recommendations to enhance and support needs of the business

What we require

• Minimum 3 years' experience in the financial services back office
• Post-secondary education in a related discipline
• Previous experience in a service oriented environment; strong client focus
• Excellent interpersonal skills
• Solid written and verbal communication skills
• Ability to communicate complex business and technical concepts plainly and simply
• Very strong ability to organize and prioritize work. Ability to work on multiple and changing priorities within specified timeframes
• 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 research / information gathering / analytical and problem-solving skills - takes a logical approach to analyzing problems. Systematically researches information and explores alternatives to solve problems
• 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; e.g., high energy level, a problem-solving approach, and the ability to act with a sense of urgency when the situation demands it
• Willingness to work in an environment with flexible schedules that is driven by client commitments and high volumes
• Relationship builder - constructs, maintains, nourishes relationships with all stakeholders
• Knowledge of the mutual fund processing and the administrative back-office
• Proactive in acquiring information to develop new skills to improve job performance
• Grasp new material quickly and easily, and applies new information, concepts and procedures in a constructive manner
• Demonstrate process improvement capability

Working Conditions
We are currently working in a hybrid model (remote & onsite). Applicants must be flexible and adaptable to work from the office. Employee working hours are 12-8:30pm Mon-Fri. Overtime may be required based on business needs.

AODA Statement
IFDS Canada encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations 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.