Client Service Delivery Manager (Relationship Manager)
IFDS Group
Toronto, ON
The Client Service Delivery Manager - DOMESTIC is responsible for providing senior leadership and mentoring to the Client Service Delivery Management team. The successful candidate will act as a consultant between the client, business operations and IT in order to investigate client specific issues and questions. Consulting will include sales support, new product configuration support, client onboarding, training and any other client JAD discussions. This individual will be able to communicate concisely and effectively with C-Suite, internal employees as well as external clients.

Role & Responsibilities:
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
Establishes priorities early in the planning process in consultation with Client Account Managers, client base, and assigned team members
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
Will work closely with Delivery Services and Business Change Management in reviewing project scope and deliverables, while identifying, assessing and mitigate project risks as appropriate
Provide guidance and support on HLE and SOW requests
Make recommendations on project prioritization and resource management
Provide performance feedback, coaching, mentoring and career and development planning
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

Minimum Qualifications:
Knowledge of financial services industry, specializing in mutual funds and seg funds
Knowledge of IFDS applications (including iFast, GUI front end, IFWP, etc.)
IFIC Operations and/or CSC designations are an asset
Extensive experience working with IFDS tools and clients (understands the full picture)
Ability to present/discuss solutions at a high level and detailed level to potential clients
Effective mentor and trainer
Strong Change Management capability (ADKAR)
Ability to lead complex projects / major changes
Strong interpersonal skills and ability to influence others
Bilingualism (French/English) is an asset

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.