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Business Operations Unit Manager At IFDS Group

Location: Toronto, Ontario

Job Description

Business Operations Unit Manager

Non-Permanent

Department: Transaction Services (820)


30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada

Number of Positions: 1

Job Descriptions:

Responsible for participating in the development of the COE strategic plan, vision, policies and procedures with guidance from GM. Providing leadership, guidance and coaching to direct reports. The Unit Manager is also accountable for providing business solutions, resolving operational problems, identifying efficiencies and ensuring IFDS is in compliance with all regulatory requirements and company policies.

General Role & Responsibilities:

  • Responsible for ensuring teams are meeting all SLA, contractual, and regulatory standards. Proactively communicates any negative trends/concerns to senior management. Responsible for overall risk management as it pertains to assigned teams
  • Monitor and communicate service statistics (as applicable)
  • Coach, develop and mentor staff with guidance from GM
  • Ensure that all staff is receiving ongoing feedback on performance as well as day-to-day coaching for the development of technical, operational, and behavioral competencies
  • Prepare and negotiate performance agreements, reviews and individual development plans for direct reports; ensure all Compliance, business continuity, mandatory training sessions, and performance review deliverables are met successfully and on time
  • Responsible for maintaining appropriate staffing levels on an ongoing basis and assist management team in the recruitment process
  • Ensure that teams are continuously seeking to improve processes both internally at IFDS and externally with our clients
  • Assist staff in implementing strategies and procedures to improve service levels, productivity and cost effectiveness of department operations
  • Manages and/or actively participates in projects. This includes both client projects, as well as, companywide projects
  • Ensure that team is thoroughly educated on all IFDS products as relevant to their daily functions
  • Ensure key deliverables are met consistently including, escalation call backs same day, emails from head offices are replied to same day, etc.
  • Through strong organizational skills, ensure that key monthly deliverables are met, including monthly team meetings, monthly call coaching sessions, monthly training transfers and monthly data incident mitigation best practices sharing
  • Actively support Team and GM in delivering effectively on such goals as:
    • Reducing overtime and redundancies in effort/time
    • Implementing business improvement ideas
    • Completing front line duties as required to meet SLA’s, etc.
    • Minimizing repetition of losses, inaccuracies, escalations, missed First Call Resolution, etc.
    • Consistently achieving 90% in call quality and testing
    • Ensuring closing duties and daily updates are sent in timely and effective fashion
    • Ensuring absence requests, Clarity timesheets, Overtime approvals, and all other administrative oversight functions are completed on time consistently
    • Actively work to ensure no data incidents occur in COE and full participation takes place in data incident mitigation activities including Privacy Awareness Week
    • Actively work to ensure Phishing incidents do not occur in COE and share best practices regularly to help mitigate accordingly
    • Engage the team on a regular basis and participate/initiate team activities to foster a positive work environment

Critical Requirements:

  • Post-Secondary education in a related discipline
  • Minimum 5 years’ experience in a call centre environment/operations
  • Proven leadership skills in managing medium sized call centre environments
  • Expert knowledge of transfer agency operation policies, procedures and legislation
  • Sound knowledge of iFAST and System Development Life Cycle
  • Sound technical aptitude
  • Demonstrated project management and process improvement capability
  • Ability to work well under pressure, tight deadlines, and changing priorities
  • Budgeting and finance skills – thorough knowledge of budgeting process, including sharing any thoughts/concerns as required for steady state and forecasting with GM and Director
  • Sound customer relationship building skills with a holistic approach to closing cases in effective communications with key stakeholders (internal/external)
  • Abilities should include; team building, service oriented, results oriented, analytical and systematic thinker
  • Ability to work across the organization and influence internal and external contacts
  • Thorough knowledge of mutual fund industry and best practices, from a product and administrative
Beneficial Requirements:
  • Bilingual (French) asset

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.