Director, Operations Governance – Mackenzie Investments

Title of the Job: Director, Operations Governance

Location: Toronto, ON

Job Description: Job DescriptionGrade: P9Referral Level: Level 3Division: IGM Asset Management OperationsIGM Financial Inc. is one of Canada’s leading diversified wealth and asset management companies with approximately $252 billion in total assets under management. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals. Its activities are carried out principally through IG Wealth Management and Mackenzie Investments.Under IGM Financial’s unique business model based on leading brands and multi-channel distribution strategy is Mackenzie Investments, founded in 1967. Mackenzie Investments is a holistic asset-management partner for thousands of Canadian financial advisors and the investors they support.At Mackenzie Investments You Can Build Your Career with Confidence.We have a vision and a strategy that will challenge the way business in this industry is done and help Canadians be successful in the ways that mean the most to them. As part of our team, you will do some of your best work, develop some of your most valuable skills and give back in ways that make a difference in the lives of Canadians. We are proud to be recognized as one of Canada’s Top Employers by Mediacorp Canada Inc. for empowering our employees with the tools to thrive while working remotely, while also providing resources to ensure physical and mental wellness were put front and centre.Join an unstoppable team that is embedded in continuous learning, understanding, and knowledge sharing. You will thrive in our supportive environment where you can indulge your curiosity to learn, while receiving the feedback you need to refine your skills and abilities. We are dedicated to offering a hybrid work environment when applicable.Mackenzie Investments is a diverse workplace committed to doing business inclusively – this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.Position:The Director, Operations Governance is accountable for proactively facilitating daily operations and vendor relationship management to ensure high-quality outcomes are delivered in support of our client groups’ needs in the areas of back-office processing. This role consists of supporting the VP, Dealer Relations and Operations in managing a strategic business partner in the ongoing delivery of back-office processing within targeted service levels. Key activities include facilitating joint senior management forums with the vendor, and oversight of a range of vendor operational activities including performance management, tracking and resolution of problems and incidents, and audit compliance. As the majority of functions are outsourced, this individual is expected to demonstrate a high degree of accountability and personal drive in executing their responsibilities. The individual must be able to communicate effectively with internal and external senior leaders. This individual will be the key point of contact for the vendor relationship, ensuring effective delivery against internal client expectations while managing risk appropriately.Responsibilities:

• Vendor Relationship Management

• Drive for results through the implementation, execution and daily operation of Mackenzie’s Back Office oversight and governance framework
• Develop IGM agenda priorities and supporting documentation for senior leadership forums; plan and facilitate formal forums with vendor Lead
• Establish and maintain effective ongoing communication channels with the vendor. This includes design and maintenance of clear and consistent communication regarding expectations, feedback, and any changes in requirements or policies
• Manage a joint planning process to align on initiatives for the following fiscal year. Engage finance and delivery partners to assess funding needs and internal impacts associated with internal and vendor-initiated business cases.
• Ensure the outsourced operating model is being executed appropriately across IGM and the vendor; escalating to VP, Dealer Relations and Operations if needed

• Operational Oversight

• Monitor and report on vendor performance, including volumes and vendor performance against service level agreements
• Track, monitor and report on incidents and problems. Lead vendor engagement on systemic issues, root cause analysis, mitigation plans and implementation
• Lead communications response to incidents, working with vendor and internal stakeholders to provide timely, clear internal and external communications
• Oversee the management of change impacts from IGM and vendor initiatives, working with internal change management stakeholders
• Ensure vendor is aware and prepared to support new products, services, regulatory changes and other updates required to meet the needs of the business.
• Oversee vendor processes including monitoring controls to ensure accurate and timely processing, measuring performance against service level agreements, invoicing, and cost tracking

• Internal Client and Stakeholder Management

• Liaise with user groups such as finance, Mackenzie Investments teams, service assurance, business enablement and compliance to deliver daily services in conjunction with the vendor
• Support internal governance processes including producing accurate and timely management reporting and metrics
• Act as an expert resource for external and internal stakeholders
• Act as a client advocate and regularly communicates client requirements to the vendor

• Risk Management and Escalation

• Coordinate internal audit and compliance related activities, including the audit process and tracking and resolution of deficiencies. Collaborate with internal and vendor stakeholders.
• Work with internal centres of excellence to ensures vendor operations are compliant with IGM requirements, including business continuity and disaster recovery, anti-money laundering and platform information security. Monitor actions, identify risk and mitigate where possible
• Provide quick decisioning across daily operations in middle- and back-office processing, and escalate to management when required

Requirements:

• Bachelor’s Degree / Post-Secondary Education (Commerce, Business Admin, Finance or Accounting preferred)
• Four to seven years’ experience in operations, with progressive leadership responsibility
• Advanced proficiency in Microsoft Office
• Knowledge of SAS and TreX is an asset
• Excellent organizational skills, and the ability to deal with frequent interruptions and tight deadlines
• High attention to detail coupled with proven decision making and problem-solving skills
• Strong oral and written communication skills
• Ability to interpret risk and manage appropriately
• Ability to interpret service level agreements and enforce appropriately in a vendor relationship
• Solid understanding of end-to-end operational processes
• Ability to translate complex requirements and procedures into well-documented outputs

Please visit our career page by clicking on the following link:We thank all applicants for their interest in Mackenzie Investments; however, only those candidates selected for an interview will be contacted.Mackenzie Investments is an accessible employer committed to providing a barrier free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.Please apply by October 21, 2024.#LI-JS2#LI-Hybrid

Company Name: Mackenzie Investments

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