Client Service Delivery Manager in Cornwall, Ontario

Technical

Company Name:
International Financial Data Services-Canada
Client Service Delivery Manager Job Description Status: Permanent and Temporary OpportunityOverall Accountabilities: The Client Service Manager is responsible for analysing the business requirements and processes of various initiatives, creating supporting incident resolution documentation and acting as a project manager on client service requests. Acts as a consultant between the client and IT professionals to investigate client specific issues, and questions. Will work closely with the IT professionals in developing concise specifications that meet both business expectations and systems requirements. The main objective is to deliver the final product to the client. General Role and Responsibilities: - Interacts directly with business partners, developing and maintaining a strong on-going relationship; always looking for opportunities to improve client satisfaction and experience - Interacts directly and indirectly with business, clients and regulatory, statutory and industry standards bodies to understand and document business requirements for client consumption - Establishes priorities early in the planning process in consultation with Client Service Delivery Managers, client base, and dedicated team members - Acts as a first time resolution team member through ticket and analysis - Works closely with Business Managers and interfaces with the IT organization, always ensuring client expectations are being met - When required, assists in developing test strategy, plans and test cases - Works with the business to educate them on IFDS products and capabilities, conduct demonstrations and provide product training as required - Works closely with IT to complete various technical documentation initiatives - Coordinates client service requests, to ensure delivery is in accordance with client expectations - Acts as a project manager on small projects, assigned to IT support or CNS teams Competencies: (Behavioral and Functional) Critical Requirements: - A Subject Matter Expert in areas related to the understanding of industry, industry standards, regulatory and legislative material while working through ongoing research to develop in all areas - Minimum of 4 years of business analysis experience - Exceptional ability to communication clearly and effectively, both verbally and in writing - Strong customer relationship skills - Excellent research and information gathering skills - Knowledge of MS Office - Knowledge of MS Visio - Understanding of corporate project methodology - Excellent understanding of the software development life cycle - Knowledge of the Mutual Fund Dealer industry and related terminology BENEFICIAL - Knowledge of International Financial applications (including iFast, GUI Front End, Web, etc.) - IFIC Operations and/or CSC designations are an asset - Bilingualism (French/English) is an asset - Practical experience using Use Cases to specify requirements in a medium to large size project - Good analytical and problem solving skills - Ability to meet deadlines and work in a fast-paced environment - Planning and goal setting skills - Working knowledge of Unix or Unix derived operating systems - Working knowledge of SQL MYK62683JRDP


Category:  Technical  |  Address:  Cornwall Ontario


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