Project Manager - Business Operations

Project Manager - Business OperationsNon-Permanent
30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada
Number ofPositions: 1
This role is being offered as a 1 year contract position.
Who we areWith itsglobal headquarters in Toronto, Canada, International Financial Data Services(IFDS) is a world-leading provider of outsourcing and technology solutions tothe financial services industry. IFDS services over 240 financial organizationsaround the world, providing solutions to a wide range of global asset managers,wealth managers, banks, and insurance companies. The IFDS enterprise supportsmore than17 million accounts with AUA of approximately CAD $4trillion. IFDS Canada is a 50/50 joint ventures between Boston-basedState Street Corporation, one of the world’s leading providers of financialservices to institutional investors, and Connecticut-based SS&CTechnologies, a global provider of investment and financial software-enabledservices and software for the global financial services and healthcareindustries.
Imagine yourself at IFDSComeexperience a community like no other at International Financial Data Services(IFDS). We offer work opportunities driven by a passion for creating marketleading financial solutions, and a culture that nurtures collaboration,accountability, diversity & inclusion, and continuous learning. We’llprovide you with opportunities to develop your career. From ongoing trainingand development programs to experiences working with our global financialservices partners, you’ll be able to realize your full potential.
Role OverviewThe Project Manager is responsible for the end-to-end delivery of operational, technology, regulatory, client onboarding, and business transformation initiatives impacting Operations Shared Services. The role is accountable for project intake, planning, governance, execution, implementation coordination, stakeholder alignment, risk management, and delivery oversight throughout the project lifecycle.
The incumbent will partner closely with Operations leaders, Technology teams, Business Readiness & Change Management resources, Product Owners, Business Analysts, vendors, and external partners to ensure initiatives are delivered successfully, operational impacts are understood, and implementation objectives are achieved.
The role requires strong project leadership, stakeholder management, planning, communication, and problem-solving capabilities, along with the ability to manage multiple concurrent initiatives while maintaining accountability for timelines, deliverables, risks, dependencies, budget considerations, and project outcomes.
Experience leading or supporting telephony and contact centre initiatives, including platform implementations, migrations, customer interaction technologies, call routing, IVR solutions, and related operational processes, would be considered a significant asset. Candidates with an understanding of contact centre environments and the associated technology ecosystem will be well positioned to contribute to the successful delivery of strategic initiatives within the portfolio.
Role ResponsibilitiesProject Intake, Assessment & Planning
Lead project intake activities, including assessment of scope, complexity, resource requirements, risks, dependencies, assumptions, and delivery approach.
Partner with project sponsors and stakeholders to define project objectives, deliverables, success criteria, implementation requirements, and project scope.
Review and validate project requirements, identifying delivery impacts, risks, dependencies, and implementation considerations.
Challenge assumptions and ensure project plans are realistic, achievable, and aligned with organizational priorities.
Develop and maintain project charters, project plans, schedules, milestones, and delivery roadmaps.
Establish clear project governance structures, communication plans, reporting mechanisms, and escalation paths.
Project Delivery & Execution
Manage projects from initiation through implementation and post-implementation review.
Coordinate activities across multiple business, operational, technology, and vendor teams to ensure successful project execution.
Monitor project progress and delivery performance against approved scope, timelines, budgets, and objectives.
Lead and coordinate telephony, contact centre, and customer interaction technology initiatives, ensuring business, operational, technology, vendor, and implementation activities are effectively managed.
Drive project execution through proactive follow-up, issue resolution, stakeholder accountability, and decision facilitation.
Identify and resolve obstacles impacting project delivery and elevate significant risks or issues when required.
Facilitate project meetings, working sessions, governance forums, steering committees, and stakeholder discussions.
Ensure project deliverables meet agreed business requirements and quality expectations.
Coordinate implementation activities and transition plans to support successful deployment of project outcomes.
Conduct lessons learned and post-implementation reviews to identify opportunities for continuous improvement.
Business Impact & Operational Readiness Coordination
Work with business SMEs to conduct impact assessments to identify operational, client, regulatory, process, and technology impacts associated with projects.
Assess operational impacts to contact centre processes, agent workflows, customer experience, service levels, and communication channels associated with technology and business transformation initiatives.
Ensure impacted business areas are appropriately engaged throughout the project lifecycle.
Partner with Business Readiness, Operations leaders, and project stakeholders to support implementation planning and operational preparedness.
Identify operational readiness gaps and coordinate activities required to support successful implementation.
Ensure implementation risks and operational impacts are understood, communicated, and addressed prior to project deployment.
Coordinate testing, implementation, and transition activities with impacted business and technology teams.
Risk, Issue & Dependency Management
Proactively identify, assess, manage, and elevate project risks, issues, assumptions, and dependencies.
Develop and maintain mitigation plans in partnership with stakeholders and leadership teams.
Monitor project health and delivery indicators to proactively address emerging concerns.
Maintain risk registers, issue logs, dependency trackers, decision logs, and action item inventories.
Ensure project risks and dependencies are regularly reviewed and communicated to appropriate stakeholders.
Escalate critical risks and delivery challenges that may impact project objectives, deadlines, or business outcomes.
Governance, Reporting & Controls
Establish and maintain governance artifacts, including project charters, RAID logs, status reports, action trackers, and decision registers.
Prepare and deliver project status reporting to sponsors, leadership teams, and governance committees.
Provide accurate visibility into project scope, timelines, costs, risks, dependencies, and key decisions.
Monitor adherence to project management methodologies, governance standards, and delivery controls.
Support project audits, reviews, and governance assessments as required.
Ensure documentation is complete, current, and maintained throughout the project lifecycle.
Stakeholder Management & Leadership
Establish and maintain strong working relationships with business leaders, operational teams, technology partners, vendors, clients, and project stakeholders.
Lead cross-functional project teams through influence, coordination, and stakeholder engagement rather than direct authority.
Facilitate consensus, alignment, and decision-making among stakeholders with competing priorities.
Manage stakeholder expectations throughout the project lifecycle.
Provide timely, accurate, and transparent project communications.
Present project updates, recommendations, delivery concerns, and risk summaries to senior leadership.
Promote accountability, collaboration, and continuous improvement across project teams.
Minimum Qualifications
Post-secondary education in Business, Finance, Technology, Project Management, or a related discipline, or equivalent experience.
Proven experience managing medium to large-scale business and technology projects.
Strong project planning, coordination, execution, and delivery management capabilities.
Ability to lead multiple concurrent initiatives from intake through implementation.
Advanced stakeholder management, relationship-building, and influencing skills.
Strong business analysis, critical-thinking, and impact-assessment capabilities.
Demonstrated ability to identify and manage risks, issues, assumptions, and dependencies.
Experience developing and maintaining project governance artifacts, including RAID logs, project plans, status reporting, and executive reporting.
Strong facilitation, communication, and presentation skills.
Experience leading discussions with senior leaders, project sponsors, and external stakeholders.
Strong organizational, prioritization, and time management skills.
Proven ability to drive accountability and achieve results in a matrixed organization.
Knowledge of project management methodologies, governance frameworks, and delivery practices.
Working knowledge of Software Development Lifecycle (SDLC) principles and project delivery processes.
Strong analytical, research, and problem-solving abilities.
Advanced Microsoft Office proficiency, including Excel, Word, PowerPoint, and Visio.
Telephony/Contact Centre
Experience leading or supporting telephony, contact centre, customer experience, or omni-channel technology implementations and migrations.
Experience with contact centre platforms such as NiCE CXOne, Amazon Connect, Cisco, or similar solutions. Understanding of contact centre technologies including call routing, IVR, ACD, workforce management, quality monitoring, call recording, and digital engagement channels.
Experience working with Contact Centre Operations, Customer Service teams, or related operational environments
Beneficial
PMP certification or equivalent project management designation.
Experience within financial services, transfer agency, wealth management, or investment operations environments.
Knowledge of IFDS systems, including iFAST, Chorus BPM, and related operational platforms.
Experience with Telephony systems, especially NiCE CXOne
Experience supporting regulatory, operational transformation, client onboarding, or technology implementation initiatives.
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 $): 74,000 -93,000
The abovereflects 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.
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