Manager, Operations Support and Controls
Role Overview
The role manages daily operational activities for DI and IE, including reconciliation transactions, Mutual Fund Trailer Rebates, and routine inquiries.
It oversees liaison and account-service inboxes and works across Contact Center, Operations, IT, and other teams to resolve cases and investigations.
The role supports business risk controls, operational procedures, and business continuity for DI and IE.
Key Skills for This Role
Full Job Posting
Role overview
The role manages daily operational activities for DI and IE, including reconciliation transactions, Mutual Fund Trailer Rebates, and routine inquiries.
It oversees liaison and account-service inboxes and works across Contact Center, Operations, IT, and other teams to resolve cases and investigations.
The role supports business risk controls, operational procedures, and business continuity for DI and IE.
Responsibilities
- Act as the central escalation point for Contact Centre inquiries; assess business, regulatory, legal, and operational risks and escalate appropriately.
- Manage NLG and IE Account Services inboxes, investigate and resolve inquiries, identify trends, and recommend process and training improvements.
- Support trading inquiries, Real-Time Funds Transfers, and other daily operational processes.
- Review critical corporate action reports and escalate flagged accounts and securities.
- Review and approve mutual fund offerings, new issues, IPOs, and third-party linked notes; maintain the mutual fund product database and information.
- Maintain DI/IE business continuity documentation and serve as primary contact for Broadridge and SIFMA/CIRO disaster recovery exercises.
- Prepare and distribute Best Execution attestations, business continuity reminders, contact updates, and other internal or regulatory communications.
- Manage IA code inventory and trading limits for registered employees; serve as primary backup for the Manager of Investment Management Support.
Must-have qualifications
- Strong customer focus, technical expertise, and business savvy.
- Solution-oriented and analytical approach to timely risk mitigation.
- Strong written and verbal communication and ability to influence across large, cross-functional groups.
- Proficiency in Microsoft Office, including Excel and Word.
Nice-to-have qualifications
- Knowledge of DI Online and Mobile Investing, IE Online Investing, Markit hosted pages, BPSA, BTS, Client Source, ClientLink, ServiceLink, ServiceLink+, Web Galaxy, TradeLink, Berton, OTIS, back-office operations, and trading.
- Canadian Securities Course (CSC), Conduct and Practices exam (CPH), Derivatives Fundamental Course (DFC), or Options Licensing Course (OLC).
- Understanding of the project life cycle.
Employer highlights
- The employer describes a total rewards program, development support, flexible work/life balance options, and opportunities for challenging work and greater accountability.
Employment details
- Description lists Employment Type as Full time, Job Type as Contract (Fixed Term), and Pay Type as Salaried.
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