INTERNATIONAL FINANCIAL DATA SERVICES (IFDS)

A People Company
IFDS’ best asset is its people. We have a great pool of talent surrounded by experienced senior teams and we care about our people. At IFDS, we continuously invest in our people by offering training, mobility opportunity, mentoring, and we support and nurture them in their career development. Our culture is underpinned by the principles of PACE+L (Professional, Accountable, Client-Focus, Excellence and Leadership) which promote and drive a strong professional behaviour in developing our people and servicing our clients. Our people are our DNA.
A Trusted Financial Services Provider
IFDS Transfer Agency service solutions are used globally, with operation centres across Canada, Europe, and Asia-Pacific. As a subsidiary of State Street Corporation and SS&C Technology Inc, we are backed by multi-billion dollar global enterprises with more than 40 years of experience in financial and technology Industry. Our core technology and the associated Transfer Agency services are adapted to both global and local demand.
Your Role
We are looking for a Client Service Manager, AVP level, to join our CSM team. You will be responsible for working collaboratively across all internal functional areas of TA and driving solutions for our client’s day-to-day challenges. In addition, you will be liaising with all services (Accounting, Custody, and TA) and P&L to ensure that the delivery of TA services and relationship towards the end client is a seamless part of the holistic solutions package. This will bring you to take a lead role in the client servicing, operational management and development of the department with a strong service and process ethos.
Your Team
This individual will be part of the CSM team dedicated to Transfer Agency specifically. You’ll be directly reporting into a Team Leader and Manager, Vice President. You will independently champion the “voice” of the client across all TA Teams ensuring an enriched client experience. The responsibility of the Client Service Manager (CSM) is to provide a leadership of issue resolution and client management within TA.

Your Responsibilities

• Deliver effectively to the client through servicing requirements within a Servicing & Processing team applying a broad understanding of related and interfacing activities across TA and CRM community; Ensure that procedures, policies and processes are adhered to so that a high quality service is delivered to the customer;
• Manage and lead the client deliverables and activities with a major focus on SLAs, KPIs, quality, issue management/resolution, reporting, change management, client escalation and effective communication;
• Ensuring a high level of client servicing whilst exercising operational oversight within the business and making sound operational decisions and a strong focus on risk reduction;
• Responsible for the setting and achievement of specific department performance targets and objectives; drive procedural changes for improvement;
• Contribute to the development of the organization in terms of financial planning, business strategy, service offerings and policies;
• Handle and resolve complex or unusual operational and managerial problems that are referred from Management & Team and provide regular feedback;
• Initiate and oversee tasks within a continuous improvement to ensure the Department is efficient and quality driven;
• Ensure compliance with regulatory requirements;
• Promote risk awareness, assessment and control within the department;

Your Profile

• Minimum 6/8 years’ experience in business operation (or financial services industry)
• Strong understanding of Fund Accounting, Custody and Regulatory background to Funds Industry
• Comprehensive procedural, technical and product knowledge of Transfer Agency interfaces and platforms
• Prior experience and awareness of Hedge and PE/RE investor servicing and client management expectations - desirable
• Excellent communication skills (internal and external)
• Advanced computer skills (MS Office: Excel, Word, PowerPoint, Access and Outlook)
• Ability to work under pressure while maintaining high accuracy and quality standards, analytical and process/numeracy thinking skills
• Management experience to act as a leader and build a positive atmosphere of co-operation within the department and where all team members are engaged
• Self-motivated, organized in order to meet tight deadlines and flexible to new ideas
• Strong issue resolution skills with a focus on risk controls and client focus
• Fluent in English (written & oral) - additional Languages (e.g. French, German, Italian and/or Spanish) are considered as an advantage

• Deliver effectively to the client through servicing requirements within a Servicing & Processing team applying a broad understanding of related and interfacing activities across TA and CRM community; Ensure that procedures, policies and processes are adhered to so that a high quality service is delivered to the customer;
• Manage and lead the client deliverables and activities with a major focus on SLAs, KPIs, quality, issue management/resolution, reporting, change management, client escalation and effective communication;
• Ensuring a high level of client servicing whilst exercising operational oversight within the business and making sound operational decisions and a strong focus on risk reduction;
• Responsible for the setting and achievement of specific department performance targets and objectives; drive procedural changes for improvement;
• Contribute to the development of the organization in terms of financial planning, business strategy, service offerings and policies;
• Handle and resolve complex or unusual operational and managerial problems that are referred from Management & Team and provide regular feedback;
• Initiate and oversee tasks within a continuous improvement to ensure the Department is efficient and quality driven;
• Ensure compliance with regulatory requirements;
• Promote risk awareness, assessment and control within the department