Supervisor, 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?
Now Hiring: Supervisor, Investor Services - TSX Trust
The Supervisor, Investor Services is responsible for the team who manages inbound/outbound correspondence and written complaints, e-mail inquiries, research tasks and priority Transfer Agency issues which includes responsibility for the presentation of volumes and trends to the Manager. The position will also be responsible for creating and maintaining policies and procedures related to the aforementioned business processes.
Key accountabilities:
Lead the Investor Correspondence team strategy to support the overall mandate of Operational Excellence for TSX Trust.
Responsible for overseeing successful execution of written and email correspondence between TSX Trust and security holders, their representatives and the broader investment community.
Manage inventory of Transfer Agency business processes, fulfillments and templates to facilitate transactional activity, notifications and communications.
Comfortable working with technology, data analysis and reporting to identify performance gaps and process improvement opportunities to ultimately define and implement action plans.
Management, reporting and analysis of escalations
Ensure all regulatory and client specific service level requirements are met and maintained for all processing.
Manage the workflow and assignment of work activities within the Investor Services department
Ensure strong communication with the direct team so they are always well informed and trained on best practices etc.
Work closely with new hires to ensure they are being successfully trained and work to develop training plans
Review quality of resolutions by performing monthly spot checks, provide feedback to administrators and report on trends to senior management
Develop training material and recruit new administrators as needed
Monitor SLAs for successful performance of business transactions and implement mitigation tactics when service levels are at risk
Present weekly and monthly volumes of trending activity to Manager to assist in identifying performance feedback and improving response times
Identify areas of opportunity to be more efficient in transactions and more effective in communication with holders
Perform regular audit checks for risk and compliance requirements
Prepare reports and presentations as requested by Management.
Approve and authorize Cheque Replacements within the Vendor Portal.
Ensure timely and accurate reporting of client specific reporting, as required.
Liaise with the Tax Group to ensure accurate reproduction of relevant tax forms.
Identify trends and opportunities to improve service levels, apparent by the nature and number of enquiries.
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.
Liaise with Contact Centre Lead, Relationship Managers and Mailing team on new client initiatives, pending transactions, and upcoming mailings that may increase transactional volumes
Maintain and provide monthly statistics for fee and performance reporting purposes.
Ensure compliance with policies, procedures and regulatory requirements.
Must Have:
5 to 7 years' experience managing people.
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
Strong attention to detail
Nice To Have:
Bilingual in French and English an asset
Experience in Transfer Agency business within the Financial Services sector.
Good understanding of Power BI, Google Suite (sheets) for reporting.
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.