Director - Domestic Operations & Dealer Relations

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 Director, Business Operations reporting into the Vice-President of Business Operations, Risk and Excellence is responsible for providing strategic and operational leadership across Transaction Processing, Quality Control, Management Company Support, Operational Risk, and Process Excellence.
This role is accountable for ensuring the effective delivery of critical business operations while maintaining high standards of quality, productivity, regulatory compliance, and operational control. The Director will build upon our high-performing operating environment that consistently meets client expectations, supports business growth, and drives continuous improvement as the industry continues to change and evolve.
Working closely with senior leadership, clients, internal business partners, and technology teams, the Director will identify opportunities to modernize operational processes, strengthen the control environment, improve service delivery, and leverage technology and automation to enhance operational effectiveness.
The successful candidate will be a strategic and forward-thinking leader who can balance day-to-day operational execution with longer-term transformation initiatives.

Role Responsibilities

1. Transaction Processing and Operational Delivery

• Provide leadership and oversight of transaction processing functions, ensuring accurate, timely, and consistent processing of mutual fund transactions and related activities.
• Establish clear operational performance expectations, service-level agreements, productivity targets, and key performance indicators.
• Ensure appropriate resource planning, capacity management, and workforce utilization to support business volumes and client requirements.
• Monitor operational performance, identify emerging challenges, and implement strategies to address service delivery gaps.
• Drive operational consistency, standardization, and scalability across processing teams.
• Ensure effective management of backlogs, aging transactions, exceptions, and escalated client issues.
• Develop leadership capability and accountability within the management team.

2. Quality Control and Operational Excellence

• Establish and oversee a comprehensive quality management framework across operational functions.
• Ensure appropriate quality assurance programs, sampling methodologies, control reviews, and performance monitoring are in place.
• Identify recurring errors, processing deficiencies, and root causes, implementing sustainable corrective and preventative actions.
• Establish quality metrics and reporting to provide transparency into operational performance and emerging trends.
• Partner with operational leaders to embed quality ownership and accountability throughout the organization.
• Drive a culture of continuous improvement, where quality is viewed as an organizational responsibility rather than solely a control function.

3. Management Company Support

• Oversee management company support activities, ensuring effective service delivery to mutual fund clients and internal stakeholders.
• Build strong relationships with management company partners, understanding their business priorities, operational requirements, and service expectations.
• Ensure timely resolution of client inquiries, escalations, operational issues, and service-related concerns.
• Establish appropriate governance, communication, and reporting mechanisms to maintain strong client relationships.
• Identify opportunities to enhance the client experience through improved processes, service models, and operational transparency.
• Support client initiatives, business changes, product launches, and operational transitions.

4. Operational Risk and Control Management

• Maintain accountability for identifying, assessing, monitoring, and mitigating operational risks across the business.
• Ensure effective operational controls, reconciliations, procedures, and governance frameworks are established and maintained.
• Oversee operational incident management, ensuring timely escalation, investigation, root-cause analysis, and remediation.
• Partner with Enterprise Risk, Compliance, Internal Audit, and other stakeholders to address control deficiencies and regulatory requirements.
• Ensure operational teams are prepared for internal and external audits, regulatory reviews, and client due diligence assessments.
• Monitor key risk indicators and emerging operational risks, proactively addressing potential exposures.
• Promote a strong risk-aware culture with clear ownership and accountability at all levels.

5. Process Excellence and Business Transformation

• Lead the development and execution of a process excellence strategy focused on improving efficiency, reducing complexity, and enhancing service quality.
• Identify opportunities to streamline workflows, eliminate non-value-added activities, and improve end-to-end processes.
• Champion automation, digitization, and the adoption of emerging technologies, including artificial intelligence, to improve operational effectiveness.
• Establish a structured approach to process improvement, using data, analytics, root-cause analysis, and measurable business outcomes.
• Partner with technology, project management, and business transformation teams to deliver strategic initiatives.
• Ensure process documentation, standard operating procedures, and knowledge management practices remain current and effective.
• Build a culture where employees and leaders continuously challenge existing processes 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.
• Establish clear objectives, performance expectations, and development plans for direct reports.
• Build a strong leadership pipeline through succession planning, talent development, coaching, and mentorship.
• Promote employee engagement, knowledge sharing, and cross-functional collaboration.
• Lead organizational change effectively, ensuring employees understand business priorities and are equipped to adapt to evolving operational requirements.
• Develop a workforce that embraces innovation, continuous learning, and operational ownership.

Minimum Qualifications

Qualifications and Experience

• 10+ years of experience in financial services operations, preferably within mutual fund administration, transfer agency, wealth management, or investment servicing.
• 5+ years of progressive leadership experience managing multiple operational teams and functions.
• Demonstrated experience overseeing transaction processing, operational quality, risk management, and service delivery.
• Strong understanding of mutual fund operations, including transaction processing, fund administration, dealer and management company support, and regulatory requirements.
• Experience developing and implementing operational controls, quality assurance frameworks, and process improvement initiatives.
• Demonstrated success leading organizational change, operational transformation, and technology-enabled improvements.
• Experience managing client relationships, service-level commitments, and escalated operational issues.
• University degree in Business, Finance, Operations Management, or a related discipline. Relevant industry designations are considered an asset.

Core Leadership Competencies

• Strategic Thinking: Ability to connect operational priorities with broader business objectives and anticipate future business needs.
• Operational Leadership: Strong ability to manage complex operations while delivering consistent service, quality, and productivity.
• Risk Management: Ability to recognize operational vulnerabilities and establish effective controls and mitigation strategies.
• Continuous Improvement: Challenges traditional processes and consistently looks for opportunities to improve efficiency and effectiveness.
• Client Focus: Builds trusted relationships and ensures operational decisions support a positive client experience.
• Change Leadership: Effectively leads teams through organizational, technological, and process changes.
• People Development: Builds strong leaders, develops talent, and creates a culture of accountability and engagement.
• Data-Driven Decision Making: Uses operational analytics, performance metrics, and business intelligence to drive decisions.

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 $): 135,000 - 170,000

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