Client Operations Specialist - Int'l

Client Operations Specialist – Int'l

Employment:
Permanent

Department:
International Operations (600)

Address: 30 Adelaide St, East Toronto, Ontario, M5C 3G9, Canada

Number of Positions: 1

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

• Actively manage the day‑to‑day customer service delivery model for assigned clients, building and fostering positive client relationships in relation to our service level agreements.
• Liaise with client contacts and internal teams to facilitate client service requirements.
• Execute all trade instructions from standard to complex (high dollar) transactions, covering all steps of the processing lifecycle, including medium to high complexity work types.
• Manage multiple client inbound/outbound calls and emails, provide resolution to brokers regarding account and fund information, issue resolution trade details and review/signoff of reports.
• Participate in special projects as assigned.
• Provide subject‑matter expertise on IFDS services, products, policies and procedures pertinent to the International team.
• Work with management and clients to enhance or improve reporting needs, provide regular reporting on key service performance and quality metrics, analyze data to ensure quality and accuracy of trades, and ensure completion and delivery of client reporting per policies, procedures and SLAs.
• Reconcile dividend transactions, distributions and payments per client procedures, interact with Operations groups, State Street Bank and other custodian banks, resolve problems, capture exceptions, research and resolve issues, and complete NAV and distribution rate upload for International clients within cut‑off schedules.
• Run, monitor and accurately complete cycle processing for International clients within defined SLAs and schedules.

• Minimum 3 years of experience in the financial services industry.
• Post‑secondary education in a related discipline.
• Willingness to work US and Canadian holidays and in flexible, client‑driven shifts.
• Experience in a service‑oriented environment with a strong client focus.
• Excellent interpersonal, communication and multi‑tasking skills.
• Ability to coordinate and operate in occasionally stressful situations while resolving client issues.
• Team player capable of working toward shared goals.
• Highly analytical with strong attention to detail for 100% transaction accuracy.
• Strong investigative and problem‑solving skills.
• Understanding of business impact of escalated incidents and service requests.
• Ability to act quickly and decisively when resolving client issues.
• Proficiency with Microsoft Office suite.

• Relationship builder who constructs, maintains and nurtures stakeholder relationships.
• Knowledge of iFAST Base system and related products.
• Solid knowledge of International Financial Mutual Fund Record‑Keeping Systems and Transfer Agency operations business processes.
• Bilingual in English/Spanish or Portuguese (oral and written) – a definite asset.
• Demonstrated process improvement capability.

• Processing and/or quality control experience on iFAST.
• Completion of Canadian Securities or Investment foundations course.
• Ability to build macros.

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. Please be aware that only candidates selected for interviews will be contacted for this position.

Pay Range (CAD $): 53,000‑68,000. The above reflects an industry‑benchmarked target compensation range. The salary offered may vary based on the candidate’s skills, experience, job‑related knowledge and specific business needs.

• Total Rewards: a comprehensive, competitive compensation and benefits package.
• Work‑Life Balance: a hybrid work environment with the office located in the downtown core near Union Station and the PATH.
• Professional Development: continuous learning opportunities, leadership development and training programs.
• Inclusive Culture: an inclusive work environment supporting equity and diversity.
• Wellness Programs: access to wellness initiatives, mental health support and employee assistance programs.
• Community Engagement: participation in volunteer opportunities and community‑care programs.