Service Delivery Analyst (Hybrid)

Broadridge•Markham, ON

1d•CA$60,000 - CA$70,000•Hybrid

About The Position

The Service Delivery Analyst will work with Client Services team, BR ICS Canada and Partners in support of operational performance, tracking, reporting and reconciliation for transactional services. The role involves developing strong working relationships, generating reports, managing and resolving partner issues, reconciling billing, coordinating solutions for operational issues, supporting changes to production, assisting with proposals, creating operational production schedules, communicating production issues, tracking quality control and pricing, participating in special projects, and working with internal and external resources to ensure World Class delivery.

Requirements

University Degree or Community College Diploma in Business, or equivalent work experience
3 years’ experience in an operational service capacity or in an outsourcing industry.
Demonstrated ability to prioritize and handle the cyclical nature of the industry and a fast-paced work environment.
Microsoft Office (intermediate proficiency is required in Word and Excel)

Nice To Haves

Knowledge of the investment industry is preferred.
Strong knowledge of pre-print production and variable imaging are definite assets.
Knowledge of financial / costing models

Responsibilities

Develop strong working relationships with associates within Client Services, Broadridge ICS Canada and Partners
Generate production and product metrics reporting to support client reporting, senior management, product team and client service delivery teams.
Manage, track, and work to resolve outstanding Partner issues, as they relate to Reporting/Production/Performance/Costing & Pricing
Develop effective methods to manage, track and reconcile all billing related to production [i.e. Statements, Tax, Smart Disclosure etc.]
Take ownership to coordinate and effectively communicate solutions around operational client facing issues
Work with Client Services group to support changes and additions to on-going production
Work with management and Partners in support of proposals
Work within Client Services and with Partners to create and put in place operational production schedules that support on-going schedules
Keep management and Client Delivery team informed concerned production issues [related to Broadridge or Partner activities], and escalate issues as required.
Develop effective communication management and tracking of production issues
Track quality control issues, as they relate to Broadridge operational performance and Partner operational performance
Track and support pricing related to Change Requests
Participate in special projects and ad hoc analyses as necessary
Work with Canada Post to support relationship between BR ICS Canada and CPC
Work with internal and external resources to ensure World Class delivery
Other duties as assigned