Client Operations Specialist
IFDS Group
Toronto, ON
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.

General Role & 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
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
Participates in special projects as assigned
Provide subject matter expertise when it comes to IFDS’ services, products, policies and procedures pertaining to the International team
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

Minimum 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.
Must be flexible to work more hours during peak accounting cycles such as, Month-end, Quarter-end and Year-end
Previous experience in a service oriented environment; strong client focus
Excellent interpersonal and communication skills
Very strong ability to organize and prioritize work.
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.
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 Requirements:
Relationship builder – constructs, maintains, nourishes relationships with all stakeholders
Knowledge of iFAST Base system, iFAST Base & Surround Product
Solid knowledge of International Financial Mutual Fund Record Keeping Systems and Transfer Agency operations business process
Bilingual English/Spanish both oral and written is a definite asset
Knowledge of the mutual fund processing and the administrative back-office
Proactive in acquiring information to develop new skills to improve job performance. Grasps new material quickly and easily, and applies new information, concepts and procedures in a constructive manner
Demonstrated process improvement capability

Beneficial Requirements:
Processing and/or quality control experience on iFast
IFIC Operations and Procedures course an asset.
Microsoft applications. Strong knowledge of MS Excel.

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.