Case Manager, Office of the President TSX Trust

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?

The Case Manager is the primary contact to provide world-class problem resolution to both external and internal customers of TSX Trust. The duties include assisting internal partners with workarounds/reworking complex problems that satisfy both business guidelines and client/shareholder expectations. You will be accountable for recommending financial adjustments that may accompany a resolution ensuring values of fairness, stewardship and client centricity be applied to every complaint resolved.

This position is Hybrid 2 to 3 days/week at the office

Key Accountabilities:

• Managing stakeholder (investor, client, internal teams, senior leaders) expectations with regular communications at every stage of the case lifecycle from reception to status updates and final recommendations

• Appropriately organizing case files, reviewing documentation provided by investors and clients. Making early assessment of relevant issues to manage expectations prior to developing more detailed investigation plans

• Identifying, collecting and analyzing additional documentation as required from investors, clients, internal teams and external firms as needed to conduct necessary research

• Reaching well-reasoned conclusions that:

  • are based on appropriately thorough investigations;

  • consider all relevant evidence and information; and

  • are consistent with TSX Trust's standard approaches, policies and procedures

• When appropriate, seeking the assistance of the Head, Investor Experience or colleagues

• Accurately documenting the reasons and recommended conclusions

• Communicating the details of the investigation and the approved conclusions to the complainant and associate stakeholders (client, internal and external teams)

• Writing clear initial view letters and facilitated settlement proposals

• When a facilitated settlement cannot be reached, drafting clear and persuasive investigation reports and working to gain both parties' acceptance of the compensation recommendation

• Investigating and closing cases in an efficient and timely manner

• Responding to investor and/or client inquiries after a case is closed

• Keeping informed about industry news, trends and developments

• Participating in training to improve knowledge and skills

• Contributing to the on-going development of TSX Trust's policies and procedures

• Performing other related duties and completing special projects as assigned by the Head, Investor Experience

Must Have(s):

• Strong knowledge of Transfer Agent industry and products, relevant legal and regulatory environment, and appropriate financial services industry training

• Strong judgment - the ability to make responsible decisions independently based on available information

• A demonstrated personal commitment to client experience, fairness and ethics

• Strong analytical skills - including the ability to break down complex or multi-dimensional problems, interpret and determine relevancy of information, and use conceptual or inductive reasoning to identify options and solutions

• Strong planning, organizational and time-management skills - including the ability to identify tasks and resources required to complete investigations, the ability to use technology and identify resources to streamline investigations, and the ability to complete tasks and investigations within pre-determined timelines

• Strong written and oral communication skills - the ability to communicate effectively and professionally with investors, clients and senior management in a clear, concise, complete, and logical manner about complex matters

• Strong research skills and techniques

• Strong teamwork - ability to work effectively with colleagues and management

• Good technology skills, particularly working proficiently with Google Suite, MS Office and Cares/Link4 applications and an ability to understand and adapt to new technologies

Nice Have(s):

• Bilingualism in French and English is an asset.

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.