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.

MINIMUM QUALIFICATIONS:

• Solid knowledge of financial mutual fund record keeping systems and transfer agency operations business process
• Strong Knowledge of the mutual fund processing and the administrative back-office
• Post-secondary education in a related discipline
• Minimum 3 years’ experience in the financial service industry and mutual fund processing, including trade corrections and/or intimate Registered Products processing knowledge and advanced regulatory working knowledge
• Demonstrated proficiency in communicating complex business and technical concepts plainly and simply
• Able to operate independently in stressful situations in resolving client issues
• Highly analytical with a very high degree of attention to detail; ensuring 100% accuracy on all transactions
• Strong research / information gathering / analytical and problem-solving skills - takes a logical approach to analyzing problems. Systematically researches information and explores alternatives to solve problems
• High level of competency with MS suite, including but not limited to; Excel, Visio, Word, PowerPoint
• Knowledge of iFAST Desktop system, iFAST Base & surround products
• Background in tax, compliance regulations (asset)
• IFIC Operations and Procedures course (asset)

ROLE OVERVIEW

The Management Company Support team is part of the Full Service Domestic Operations Department. The MCS Agents’ mandate is to be a first point of contact for Management Companies’ operations related inquiries and requests. The incumbent must also be a subject matter expert resource for the Technical Specialists within Business Operations and is expected to work independently on the client to which they are assigned.

ROLE RESPONSIBILITIES

The MCS Agent is responsible for all first level communication with their assigned client’s Head Office contacts. The agent will normally start with a tier 3 client and move up to tier 1 as their experience/skills progress.

Technical

• Grow knowledge of all processes and procedures for FSD client base as well as systems.
• Able to document client process and procedures (swim lane, narrative, Knowledgebase updates) and routinely validates current documentation suite to ensure accuracy.

Client

• Provide call resolution for all requests that fall within the scope of the Full Service Domestic Team’s responsibilities.
• Performs as a partner with assigned client base, maintains a deep understanding of the client’s business and proactively anticipates issues with service aligned with new and existing product line.
• Provide research and analysis directly linked to client issues.
• Responsible for incident management and dealing with escalations as required.