Manager, Investor Services
Venture outside the ordinary - TMX Careers
The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets. United as a global team, we're connecting cross-functionally, traversing industries and geographies, moving opportunity into action, advancing global economic growth, and propelling progress. Through a rich exchange of ideas, meaningful collaboration, and a nimble operating model, we're powering some of the nation's most critical systems, fueling capital formation and innovation, bringing increased opportunity to business visionaries, product ingenuity to consumers, and career exploration to our team.
Ready to be part of the action?
The Manager, Investor Services plays a key role in leading the service strategy in support of the Purpose and Commitments of TSX Trust. Delivering on this mandate will require collaborative relationships with internal teams while upholding the client-centric mandate of the TSX Trust Operations. This leader will oversee the successful achievement of client service levels for written correspondence between TSX Trust and security holders, their representatives and the broader investment community.
The successful candidate understands how to leverage software, technology and data to identify performance gaps and process improvement opportunities to ultimately define and implement action plans. The Manager, Investor Services will also govern over the teams' business processes, fulfillments and templates to facilitate transactional activity, notifications and communications. Other accountabilities include.
Key Accountabilities:
Oversee the successful capacity planning, fulfillment workflow and execution of activities within Investor Services. Ensure the workload of the team is a balance of high quality service and productivity at all times.
Ensure the accuracy of reporting for turnaround times, service levels and processing for tasks. Monitor SLAs for successful performance of business transactions and ensure mitigation tactics are developed and in play when service levels are at risk
Provide coaching and mentoring to supervisor, team leads and administrators on delivering high quality service and value to clients and their shareholders
Participate in annual audit activities, vendor assessments and other miscellaneous risk and compliance requirements
Prepare unclaimed property and lost shareholder reporting to Client Management and support the coordination of mailings to affected holders as well as remittance to participating provincial bodies
Work with the technology team to assist with the identification, scoping, and implementation of automated functionality or robotic processes, as appropriate
Develop a detailed knowledge and understanding of the services offered by clients to their security holders and keep up-to-date on circumstances which affect the security holders especially security transfer requirements.
Must Have (s):
In-depth expertise in Transfer Agency business within the Financial Services sector.
3-5 years' experience as a people manager, skilled at nurturing and developing talent
Previous experience in operational support including case management, data/analytics and process improvements.
Previous work experience developing and implementing process redesigns transitioning from current-state to future-state on a continuous improvement delivery model.
Ability to communicate successfully with various levels including frontline staff, peer level management and senior management
Good understanding of Power BI, Google Suite (sheets) for reporting.
Strong attention to detail
Nice Have:
Bilingual in French and English an asset
In the market for…
Excitement - Explore emerging technology and innovation, as well as ventures and digital finance that shape the future of global markets! Experience the movement of the market while grounded in the stability of close to 200 years of success.
Connection - With site hubs in some of the world's most multicultural cities, we leverage our size and structure to create rich connections and belonging while experiencing powerful global impact through our work.
Impact - More than a platform, we use our talents to power mission-critical systems that drive global economic advancement, innovation, and growth. As well, our employee-led Team Impact spreads social good via our giving strategy.
Wellness - From empathetic leadership to a culture of flexibility and balance, we believe wellness at work creates the maximum yield and a stronger "we". Plus, with a cloud-first and hybrid workstyle, as well as generous time-off and leaves, we support a life well lived!
Growth - From a growth mindset in our work, to expansion in our business, TMX is home to action-takers energized by the achievement of ambitious growth.
Ready to enrich your career with impactful work, leaders who truly care, and the flexibility and programs to help you thrive as part of #TeamTMX ? Apply now.
TMX is committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide accommodations for applicants and employees who require it.