Customer Support jobs in Toronto, ON

Client Account Manager
Permanent
Department: FSD Client Management (520)

30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada
Number of Positions: 1

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. The IFDS enterprise supports more than 17 million accounts with AUA of approximately CAD $4 trillion. IFDS Canada is a 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

The Client Account Management (CAM) team’s core mission is to foster long-term strategic relationships with clients by delivering exceptional service and tailored solutions. A Client Account Manager is a trusted advocate for clients, championing their unique needs and providing proactive support to ensure client success and mutual growth. Through integrity, dedication and a client-centric approach, Client Account Managers aim to drive successful business outcomes, maximize client satisfaction and strengthen relationships that position both the client and IFDS for continued success.

Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned clients regarding operational and technical service delivery.
• Develop and maintain strong client relationships through regular communication, governance meetings, and service reviews.
• Manage client expectations and provide timely resolution or escalation of issues.
• Act as a trusted advisor, identifying opportunities to enhance client experiences and operational efficiencies.

Service Delivery & Operational Support

• Coordinate and oversee day-to-day technical and operational deliverables.
• Manage service requests, incidents, and post-release issue resolution activities.
• Support business operations through process inquiries, policy and procedure guidance, and transaction-related investigations.
• Review monthly service reporting and communicate performance metrics to clients.
• Coordinate and support User Acceptance Testing (UAT) activities and defect triage.

Release & Change Management

• Review and communicate software release notes and system enhancements to clients.
• Attend release walkthroughs with Business Analysts and facilitate client understanding of upcoming changes.
• Support organizational and client change management initiatives, ensuring seamless adoption of new processes and technology.

Project & Initiative Support

• Participate in and coordinate client-facing projects and strategic initiatives.
• Support project intake processes, including high-level estimates (HLEs), statements of work (SOWs), and project planning activities.
• Assist with large-scale initiatives such as system migrations, data center transitions, platform enhancements, and industry-driven changes.
• Collaborate with Program Management, Project Management, Operations, and Service Delivery teams to ensure successful outcomes.

Incident & Escalation Management

• Prioritize, monitor, and coordinate the resolution of incidents and service requests.
• Serve as an escalation point between clients, operations teams, and technology partners.
• Facilitate root cause analysis and corrective action planning to prevent recurring issues.

Regulatory & Cyclical Event Support

• Support year-end programs, tax reporting activities, distributions, and other cyclical client events.
• Coordinate annual business continuity and disaster recovery testing activities.
• Manage recurring service requirements associated with regulatory, operational, and industry changes.

Governance & Continuous Improvement

• Contribute to governance frameworks, reporting, and service management practices.
• Identify opportunities for process automation and operational efficiencies.
• Maintain documentation, best practices, and knowledge-sharing resources.
• Participate in continuous improvement initiatives that enhance client service delivery and operational effectiveness.

Minimum Qualifications

• 3-5 years experience operational experience in Mutual Funds/Segregated Funds/Pooled Funds
• Excellent verbal and written communication skills
• Resilience to operate in a high pressure deadline driven environment
• Proven ability to manage multi stakeholder initiatives
• Ability to influence and collaborate across cross functional teams
• Strong analytical and problem-solving abilities
• Change Management & ITIL Practice
• Strong organizational and planning skills
• Effective facilitation and presentation skills
• Business Analysis & Requirements Gathering

Nice to Have

• Knowledge of SDLC
• User Acceptance Testing (UAT) exposure

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.

Salary Range

Pay Range (CAD $): 78,000 -99,000

The above reflects an industry-benchmarked target compensation range. The salary offered may vary based upon the candidate’s skills and experience, job-related knowledge, and other specific business needs.

IFDS Provides

• Total Rewards: IFDS offers a comprehensive, competitive compensation & benefits package
• Work-Life Balance: IFDS offers a hybrid work environment with our office located in the downtown core within walking distance to Union Station and the PATH
• Professional Development: IFDS offers continuous learning opportunities, leadership development & training programs
• Inclusive Culture: Our inclusive work environment supports equity and values diversity
• Wellness Programs: Access to a variety of wellness initiatives, mental health support, and employee assistance programs
• Community Engagement: Participate in volunteer opportunities and give back to our community through our various social care programs