Operations Officer

Candidate profile details:

• Degree/Level of Education: Post Secondary
• Certifications Required: No
• Years of Overall Experience: 2-4 years of banking/financial experience
• How will performance be measured: SLA based, accuracy, productivity metrics
• Preferred/Ideal Candidate Background: 2-4 years of retail banking (familiarity with banking products/policies is very helpful and a strong asset), strong administrative skills, ability to change and adaptable to work different processes as required, experience dealing with legal documents is great and strong communication/customer service skills/mindset.

Summary of the role:

• Typical Day-to-Day Responsibilities: working on request for VISA redemption and ad hoc tasks, reviewing files, strong administrative skills, retail banking is a real asset, estate document review.
• How much time is being spent in meetings: 15-30 min a day!
• Who are they interacting with (internal/external): Internal only
• Will the contractor have access to any customer data? YES!
• Provides a broad range of operational support and/or performs general to specialized transactions and/or other processing activities for own functional area within Operations & Technology.
• Supports partner relationships and is responsible for maintaining operational effectiveness to ensure business objectives, Service Level Goals and CEI targets are met.
• Reports to a Team Manager within the Team Structure

Must Have Hard Skills: (hard skills and how many years of experience)

• 2-4 years of banking/financial experience- retail banking
• Proficiency in Microsoft 365- Word, Outlook and Excel
• 2-4 years of Strong Administrative background

Soft skills:

• Adaptability to change
• Strong Communication skills- written and verbal
• Accuracy and attention to detail
• Strong customer service skills
• Organization/multitasking/Prioritization skills

Nice-To-Have:

• Estate documentation review or Legal document review

Customer:

• Positively contribute to the overall customer experience and loyalty index in each interaction
• Ensure customer problems are handled appropriately by utilizing the established partner problem resolution process both internally and externally and escalating when required
• Create and/or recognize exceptional customer service through established programs
• Ensure all required processing and enquiries are fulfilled meeting Service Level Goals
• Provide subject matter expertise for internal and external partners within defined area

Shareholder:

• Complete assigned tasks accurately & within established standards
• Actively participate in daily touch points and work distribution
• Contribute to the achievement of satisfactory audits by understanding & following audit and process guidelines
• Identify areas of risk and escalate as necessary
• Be knowledgeable and comply with Bank Codes of Conduct ? Identify, suggest and actively participate in process improvements
• Understand and apply bank/service centre operating policies and procedures
• Demonstrate flexibility by adapting to change within business area and unit ? Adopt new process and technology improvements
• Ensure necessary due diligence is taken to support the accuracy of all transactions

Skills:

• Ability to adhere to strict deadlines and handle high volumes of work
• Excellent quantitative and analytical skills
• Excellent organizational and time management skills
• Ability to work independently, as well as part of a team
• Self-motivated and goal-oriented
• Ability to adapt to changing policies and procedures
• Attention to detail is crucial.
• Understanding of MM and FX Products (eg. Options, Foreign Exchange spots and forwards, Money Market deposits and loans)
• Sound knowledge of Microsoft Office, proficiency in Excel is a must, coupled with the ability to learn and apply skills to new software programs.
• Knowledge of Global and WSS platforms would be an asset.

Education/Experience:

• 2 years experience in a Trade Processing related role, preferably experience with cash products (such as Loans, Deposits, Swaps and Forwards)

Interview process:

• 2 rounds- both virtual: 30 min each

Please note:

• AI is not used to screen, assess, or select candidates.
• This role reflects an existing vacancy at the time of posting.