Product administration advisor supporting Desjardins specialized products and member accounts. Analyzing issues, recommending solutions, and coordinating initiatives across the organization.
Responsibilities
- Lead, coach, and develop a team of Investor Services Associates and Assistant Managers.
- Own team-level performance metrics including SLA adherence, quality, and customer satisfaction.
- Serve as a senior escalation point for complex or high-priority customer issues and partner across internal teams to drive resolution.
- Manage capacity planning, workload prioritization, and resource allocation across the team.
- Champion process improvement, automation, and operational controls initiatives; surface product enhancement opportunities to leadership.
- Develop and execute training plans for new and existing team members.
- Build trusted, advisory-level relationships with customer leadership across the book of business.
- Partner with Product, Sales, and Operations to align Investor Services priorities with broader company objectives.
- Report on team health, performance trends, and service risks to senior leadership.
- Proactively identify new service opportunities and translate them into operational proposals.
Requirements
- 6-10+ years of experience in fund administration, investor services, or a related financial services role.
- 2+ years of people management experience with a track record of building high-performing teams.
- Deep knowledge of investor services operations and the private markets landscape.
- Strong analytical skills with experience using data to manage team performance and drive decisions.
- Excellent communication skills, including experience presenting to and influencing senior stakeholders.
- Proven ability to manage cross-functional relationships and align teams around shared goals.
- Highly organized and detail-oriented; able to manage competing priorities in a fast-paced environment.
- Experience leading process improvement initiatives and driving operational change at scale.
Benefits
- Competitive salary and meaningful equity
- Health, dental, and vision care for you and your family
- Flex Time Off in addition to company paid holidays
- Generous paid family leave, medical leave, and bereavement leave policies
- 401k retirement savings plan
- Healthcare FSA and commuter benefits programs
- Freedom to customize your work and technology setup as you see fit
- Professional development stipend
- Monthly work from home wellness stipend while we're all remote
- Mental wellness coverage including live coaching and therapy sessions
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