Director-Domestic Operations & Dealer Relations

Director-Domestic Operations & Dealer RelationsPermanentDepartment: Full Services Operations (820)30 Adelaide Str, EastToronto, Ontario, M5C 3G9CanadaNumber of Positions: 1
Who we areWith 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 IFDSCome 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 OverviewThe Director, Business Operations reporting into theVice-President of Business Operations, Risk and Excellence is responsible forproviding strategic and operational leadership across Transaction Processing,Quality Control, Management Company Support, Operational Risk, and ProcessExcellence.This role is accountable for ensuring the effective deliveryof critical business operations while maintaining high standards of quality,productivity, regulatory compliance, and operational control. The Director willbuild upon our high-performing operating environment that consistently meetsclient expectations, supports business growth, and drives continuousimprovement as the industry continues to change and evolve.Working closely with senior leadership, clients, internalbusiness partners, and technology teams, the Director will identifyopportunities to modernize operational processes, strengthen the controlenvironment, improve service delivery, and leverage technology and automationto enhance operational effectiveness.The successful candidate will be a strategic andforward-thinking leader who can balance day-to-day operational execution withlonger-term transformation initiatives.
Role Responsibilities1. Transaction Processing and Operational Delivery
Provideleadership and oversight of transaction processing functions, ensuringaccurate, timely, and consistent processing of mutual fund transactionsand related activities.
Establishclear operational performance expectations, service-level agreements,productivity targets, and key performance indicators.
Ensureappropriate resource planning, capacity management, and workforceutilization to support business volumes and client requirements.
Monitoroperational performance, identify emerging challenges, and implementstrategies to address service delivery gaps.
Driveoperational consistency, standardization, and scalability acrossprocessing teams.
Ensureeffective management of backlogs, aging transactions, exceptions, andescalated client issues.
Developleadership capability and accountability within the management team.
2. Quality Control and Operational Excellence
Establishand oversee a comprehensive quality management framework acrossoperational functions.
Ensureappropriate quality assurance programs, sampling methodologies, controlreviews, and performance monitoring are in place.
Identifyrecurring errors, processing deficiencies, and root causes, implementingsustainable corrective and preventative actions.
Establishquality metrics and reporting to provide transparency into operationalperformance and emerging trends.
Partnerwith operational leaders to embed quality ownership and accountabilitythroughout the organization.
Drivea culture of continuous improvement, where quality is viewed as anorganizational responsibility rather than solely a control function.
3. Management Company Support
Overseemanagement company support activities, ensuring effective service deliveryto mutual fund clients and internal stakeholders.
Buildstrong relationships with management company partners, understanding theirbusiness priorities, operational requirements, and service expectations.
Ensuretimely resolution of client inquiries, escalations, operational issues,and service-related concerns.
Establishappropriate governance, communication, and reporting mechanisms tomaintain strong client relationships.
Identifyopportunities to enhance the client experience through improved processes,service models, and operational transparency.
Supportclient initiatives, business changes, product launches, and operationaltransitions.
4. Operational Risk and Control Management
Maintainaccountability for identifying, assessing, monitoring, and mitigatingoperational risks across the business.
Ensureeffective operational controls, reconciliations, procedures, andgovernance frameworks are established and maintained.
Overseeoperational incident management, ensuring timely escalation,investigation, root-cause analysis, and remediation.
Partnerwith Enterprise Risk, Compliance, Internal Audit, and other stakeholdersto address control deficiencies and regulatory requirements.
Ensureoperational teams are prepared for internal and external audits,regulatory reviews, and client due diligence assessments.
Monitorkey risk indicators and emerging operational risks, proactively addressingpotential exposures.
Promotea strong risk-aware culture with clear ownership and accountability at alllevels.
5. Process Excellence and Business Transformation
Leadthe development and execution of a process excellence strategy focused onimproving efficiency, reducing complexity, and enhancing service quality.
Identifyopportunities to streamline workflows, eliminate non-value-addedactivities, and improve end-to-end processes.
Championautomation, digitization, and the adoption of emerging technologies,including artificial intelligence, to improve operational effectiveness.
Establisha structured approach to process improvement, using data, analytics,root-cause analysis, and measurable business outcomes.
Partnerwith technology, project management, and business transformation teams todeliver strategic initiatives.
Ensureprocess documentation, standard operating procedures, and knowledgemanagement practices remain current and effective.
Builda culture where employees and leaders continuously challenge existingprocesses and identify opportunities to improve.
Leadership and People Management
Lead,develop, and motivate a team of managers and operational professionals,creating a culture of accountability, collaboration, and high performance.
Establishclear objectives, performance expectations, and development plans fordirect reports.
Builda strong leadership pipeline through succession planning, talentdevelopment, coaching, and mentorship.
Promoteemployee engagement, knowledge sharing, and cross-functionalcollaboration.
Leadorganizational change effectively, ensuring employees understand businesspriorities and are equipped to adapt to evolving operational requirements.
Developa workforce that embraces innovation, continuous learning, and operationalownership.
Minimum QualificationsQualifications and Experience
10+years of experience in financial services operations, preferably withinmutual fund administration, transfer agency, wealth management, orinvestment servicing.
5+years of progressive leadership experience managing multiple operationalteams and functions.
Demonstratedexperience overseeing transaction processing, operational quality, riskmanagement, and service delivery.
Strongunderstanding of mutual fund operations, including transaction processing,fund administration, dealer and management company support, and regulatoryrequirements.
Experiencedeveloping and implementing operational controls, quality assuranceframeworks, and process improvement initiatives.
Demonstratedsuccess leading organizational change, operational transformation, andtechnology-enabled improvements.
Experiencemanaging client relationships, service-level commitments, and escalatedoperational issues.
Universitydegree in Business, Finance, Operations Management, or a relateddiscipline. Relevant industry designations are considered an asset.
Core Leadership Competencies
StrategicThinking: Ability to connect operational priorities with broader businessobjectives and anticipate future business needs.
OperationalLeadership: Strong ability to manage complex operations while deliveringconsistent service, quality, and productivity.
RiskManagement: Ability to recognize operational vulnerabilities and establisheffective controls and mitigation strategies.
ContinuousImprovement: Challenges traditional processes and consistently looks foropportunities to improve efficiency and effectiveness.
ClientFocus: Builds trusted relationships and ensures operational decisionssupport a positive client experience.
ChangeLeadership: Effectively leads teams through organizational, technological,and process changes.
PeopleDevelopment: Builds strong leaders, develops talent, and creates a cultureof accountability and engagement.
Data-DrivenDecision Making: Uses operational analytics, performance metrics, andbusiness intelligence to drive decisions.
AODA StatementIFDS 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 RangePay Range (CAD $): 135,000 - 170,000The 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
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