Title:  Service Delivery Associate (Remote /French Speaker )

Summary:

Acts as a service delivery associate between customer, sales, and multiple production platforms. Advocates on behalf of the client with a proactive, collaborative approach to all departments and the production team. Uses experience and knowledge to provide advisory and consultant services to clients to provide direction in meeting their project needs and goals to achieve and meet all regulatory requirements of the client. 

Works directly with clients to develop an overall plan to coordinate the production of client documents, electronic SEC and SEDAR filings and print production in order to achieve the client objectives in compliance of customer expectations, company policy, and profit and quality requirements. Applies understanding of customer's business needs in building solid customer relationships, monitoring customer satisfaction, and providing consulting in conjunction with sales. May participate in support roles in sales presentations and client site visits with sales force. May serve in leadership roles within shifts or project teams to lead successful accomplishment of the above objectives. Has primary responsibility for all steps of service delivery, including Composition and Manufacturing through final disposition of the customer product.

Responsibilities:

• Work assignments are often routine but on occasion may be non-routine and require some deviation from accepted practice and procedures to complete. Assignments are given in terms of subject area concerned, with specific objectives and possible problems identified. Follow guidelines which may include company and/or departmental policies and procedures, and rules and regulations that are well established but may require some deviation from normal operating procedures when completing more unique assignments.
• Engage customers to gather job requirements and translate customer requirements into detailed workflow instructions and oversee workflow across multiple departments such as Composition, Desktop, Prepress, Manufacturing & Shipping. Engage clients in Filing, Print, Word Processing and XBRL to provide them with the best possible experience.
• Responsible for researching and compiling all required data elements needed to prepare the appropriate electronic filing and/or composition of SEC EDGAR filings, SEDAR filings, prospectuses, annual reports and other financial compliance documents.
•  Provide quality review for other account specialists to ensure all information is accounted for and accurate before commencement of composition, print orders or filing of online SEC EDGAR filings and SEDAR filings.
• Confer with customers and/or customers legal counsel throughout Composition to keep them informed of the status of jobs, solicit additional information needed for current jobs and coordinate changes to jobs. Ensure final documents are signed off and approved for print or posting to online systems.
•  Coordinate production of printed documents and components with other internal plants and/or external vendors.
•  Engage appropriate departments to verify the issue and determine the root cause on issues that arise. Communicate with customers regarding the resolution of issues.
• Monitor progress of jobs throughout production, conferring with manufacturing operations on counts and final runs and ensure the final product meets customer requirements and company standards.
•  Maintain continuing education and training in new Financial Services platforms and technologies as they are implemented and introduced into the service offerings.
• Management and coordination of projects for new and existing clients including managing the client experience and interaction with other team members.
• Performs other related duties and participates in special projects as assigned.

Qualifications:

The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Strong Verbal and Written communication skills in both English and French 
• Bachelor degree in discipline related to functional work or role with 2 to 3 years of relevant work experience managing all Financial Document Services products, including Printed Documents and SEC and SEDAR filings
• A good understanding of the printing process, including digital, press and finishing 
• Able to apply broad work experience and knowledge when analyzing complex problems
• Able to consistently identify critical elements, variables and alternatives to develop solutions
• Able to organize/prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions
• Able to communicate clearly and courteously with those who need to know of decisions/actions/problems
• Able to apply excellent business acumen and collaborative skills when resolving problems
• Versed in Microsoft Outlook, Word, Excel, Adobe Acrobat, and other PC software tools
• Knowledge of Enfocus Pitstop would be an asset but not required
• Requires excellent communication skills with ability to state messages in a clear manner by using language that is easy for others to understand
• Requires strong understanding of the impact of a message on the organization or customer
• Able to write with the clarity and precision necessary for the work being performedFlexibility to work overtime, weekends and change shift as business needs dictate
• Additional job requirements may be listed on the staffing requisition