Head of Operations

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Head of Operations
Winnipeg

Description

The Head of Operations will lead the day-to-day delivery of back-office and Fundserv-related services for fund company clients. The successful candidate will be accountable for operational accuracy, service quality, risk management, regulatory compliance and the performance of the operations team.

This role requires a hands-on leader who can manage time-sensitive daily processing, resolve complex operational issues, strengthen controls and identify opportunities to improve efficiency through process redesign and automation. The Senior Manager will also serve as a senior point of contact for clients, internal stakeholders, technology partners and third-party service providers.

Job specification

• Operational Leadership

· Lead and oversee daily transfer agency and back-office processing activities for fund company clients.

· Ensure all Fundserv processing is completed accurately and within established service-level timelines.

· Monitor Fundserv connectivity and coordinate the timely resolution of system, file or transmission issues.

· Ensure daily and evening batch processes are executed, monitored and completed successfully.

· Oversee the accurate processing of financial and non-financial transactions, including subscriptions, redemptions, switches, trade settlements, account maintenance and reconciliations.

· Ensure file errors, trade rejects, exceptions and processing discrepancies are investigated and corrected promptly.

· Monitor operational workflows, volumes and service levels to ensure client commitments and internal standards are consistently achieved.

· Coordinate with Investor Services, Fund Accounting, Finance, Compliance, Technology and Client Service teams to resolve operational issues.

· Maintain effective procedures, controls and escalation protocols for business-critical activities.

· Support business continuity, disaster recovery and operational resilience planning.

• Team Leadership and Development

· Lead, coach and develop a team of operations professionals.

· Establish clear objectives, service expectations and individual performance goals.

· Conduct regular performance discussions, provide constructive feedback and support employee development.

· Promote a positive, accountable and collaborative working environment.

· Allocate resources effectively to meet daily processing requirements, client deadlines and changing business volumes.

· Monitor team capacity and recommend appropriate staffing levels.

· Support the recruitment, onboarding and training of new employees.

· Establish cross-training and succession plans to reduce key-person dependencies and strengthen operational resilience.

• Process Improvement and Automation

· Identify opportunities to improve operational efficiency, accuracy, scalability and client service.

· Review existing processes to eliminate unnecessary manual activity, duplication and workflow bottlenecks.

· Partner with Technology and Product teams to implement automation and system enhancements.

· Lead user acceptance testing and operational readiness activities for new systems, products and process changes.

· Develop standardized procedures and scalable operating models.

· Promote a culture of continuous improvement and operational excellence.

· Use operational data and root-cause analysis to address recurring issues and reduce processing risk.

· Track the benefits and effectiveness of implemented process improvements.

• Risk Management and Compliance

· Ensure operations are performed in accordance with regulatory requirements, industry standards, client agreements and internal policies.

· Maintain a strong operational risk and control framework.

· Identify, assess, document and mitigate operational risks.

· Ensure appropriate segregation of duties, approval requirements and quality-control procedures are maintained.

· Oversee periodic control testing and support internal and external audits.

· Monitor operational incidents, pricing or transaction errors, client complaints and control exceptions.

· Lead root-cause analysis and ensure corrective actions are completed within agreed timelines.

· Partner with Compliance, Legal, Risk and Audit teams to respond to regulatory inquiries and address control findings.

· Ensure operational procedures and control documentation remain accurate and current.

• Client Relationship Management

· Build and maintain trusted relationships with fund company clients and other external stakeholders.

· Act as a senior point of contact for operational inquiries, service concerns and escalations.

· Develop a strong understanding of each client’s operating model, service requirements and priorities.

· Provide timely, practical and proactive solutions to client issues.

· Participate in client service reviews and provide updates on operational performance, incidents and improvement initiatives.

· Monitor service delivery against contractual commitments and service-level agreements.

· Partner with Client Service and Business Development teams to support client retention, onboarding and business expansion opportunities.

· Ensure new clients, products and services are transitioned into operations in a controlled and effective manner.

• Reporting and Performance Management

· Establish and monitor key performance indicators, risk indicators and service-quality measures.

· Prepare operational reports and present findings to senior management, clients and other stakeholders.

· Analyze transaction volumes, processing accuracy, turnaround times, exceptions, incidents and productivity trends.

· Provide clear recommendations based on operational data and business insights.

· Ensure material incidents, emerging risks and service concerns are escalated promptly.

· Support operational planning, budgeting, capacity forecasting and resource decisions.

• Vendor and Third-Party Management

· Oversee relationships with technology vendors, outsourcing partners and other third-party service providers.

· Monitor vendor performance against contractual obligations and service-level agreements.

· Escalate and resolve service issues that could affect operational delivery or client outcomes.

· Participate in vendor risk assessments, service reviews and contract discussions.

· Ensure third-party dependencies are incorporated into business continuity and operational risk plans.

• Industry and Regulatory Awareness

· Maintain current knowledge of Fundserv requirements, Canadian investment fund operations, regulatory developments and relevant industry standards.

· Monitor emerging technologies and market practices affecting transfer agency and back-office operations.

· Share relevant developments and best practices with the team.

· Participate in industry forums, training programs and professional development opportunities.

· Recommend appropriate changes to processes, controls and technology in response to industry developments.

Skills Required:

• Bachelor’s degree or post-secondary qualification in business, finance, accounting, commerce or a related discipline.
• Minimum of 8 + years of progressive experience in financial services operations, fund administration, transfer agency, investment operations or a comparable environment.
• Strong direct people-management experience.
• Strong working knowledge of Fundserv processing, connectivity, file management and exception handling.
• Experience supporting mutual funds, investment funds, asset managers, fund companies or dealer-related operations.
• Strong understanding of transaction processing, reconciliations, batch processing and operational controls.
• Demonstrated experience managing time-sensitive, high-volume operations.
• Experience supporting internal audits, regulatory reviews, controls testing or operational risk assessments.
• Proven success leading process-improvement, automation or technology-change initiatives.
• Experience managing client relationships and complex service escalations.
• Familiarity with Canadian investment fund regulations and industry practices is strongly preferred.
• Experience with vendor management and outsourced service providers is an asset.
• A relevant professional designation or industry qualification is an asset.

We pride ourselves in our commitment to fostering a connected and inclusive culture, all our opportunities at Apex have four (4) days in office requirement.

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What you will get in return:

• A genuinely unique opportunity to be part of an expanding large global business;
• Competitive remuneration commensurate with skills and experience;
• undefinedAdditional information:We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.For more information on our commitment to Corporate Social Responsibility (CSR) please https://www.apexgroup.com/corporate-social-responsibility/

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.