Business Operations Team Lead

Employment Type: 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

Functions in the department as a Team Lead, providing support to the employees within the department. Assists Group Manager in supporting the department and with the monitoring of workflow and team management. Under minimal supervision, oversees all team activities, including the distribution of work, guidance for processors, and their coaching and development. Ensuring completion of all work within SLA adhering to multiple cutoffs and successful handover of queue to IFDS global counterparts.

Role Responsibilities

• Manages the International processing team and ensures adequate staffing for all periods.
• Organizes the incoming transaction volumes by completing and assigning work and assessing volumes based on current staffing levels to meet SLA.
• Interact with various internal and external teams and vendors on a daily basis to provide support and resolve problems.
• Ensures team adherence to established deadlines, procedures, and quality standards.
• Researches and resolves complex, client sensitive and urgent problems as necessary.
• Ensures procedures are documented and training and frequent task rotation is conducted across the team to allow for optimization of resources and career development opportunities for associates.
• Liaises with other departments to facilitate prompt resolution of problems and customer satisfaction with services provided during all hours.
• Reviews team activities and looks for improvement opportunities. Offers suggestions regarding increasing efficiency of equipment use, working conditions and motivation of employees.
• Participates in special projects as assigned and attends inter- and intra- department meetings to address Departments concerns.
• Supervisory responsibilities include interviewing, hiring, training and performance management.
• Governance of all mandatory corporate training required from all related Global counterparts.
  
  

Minimum Qualifications

• Critical:
• Minimum of one year supervisory experience in a processing back office, transfer agency services or other high volume industries
• Strong knowledge of MS Excel and/or MS Access, Word, Internet and Outlook email
• Ability to lift up to 25lbs. with or without accommodations
• Must be flexible to work overtime, holidays and/or different shifts as needed with minimal notice
• Ability to deal with unexpected situations and address sensitive issues as required
• Organization and attention to detail
• Customer service orientation and tact/diplomacy skills in interfacing with clients and highly sensitive issues
• Ability to listen, speak, and write effectively in order to respond to inquiries and requests, as well as instruct others on work procedures and priorities
• Ability to work well in stressful situations and be deadline sensitive
• Beneficial:
• IFIC Operations Certificate
• Strong technical aptitude and solid computer skills
• Mutual Fund Transfer Agency, back-office experience
  
  

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.

Section: Client Experience Operations