Operations Officer

Candidate profile details:

• Degree/Level of Education: Post-Secondary
• Certifications Required: No
• Years of Overall Experience: 1-2 years of experience in banking/financial
• How will performance be measured: SLA based, productivity based, quality/accuracy of work.
• Preferred/Ideal Candidate Background: The ideal candidate is fully bilingual in English and French, will have 1-2 years of experience in the banking or financial services industry, combined with a strong administrative background and proven experience working within SLA-driven environments. Soft skills are extremely important, and interviews will test their soft skills as shared in the job description below. They should be a collaborative team player who can efficiently manage high volumes of requests while maintaining service standards. Experience supporting compliance-related activities or processing government-based information requests would be considered a strong asset.

Summary of the role:

• Typical Day-to-Day Responsibilities: Managing requests for information (RFI) by receiving inquiries through paper forms, email, or software-based systems. Requests are reviewed and assigned to officers, who capture and input the required details into the system. Work is performed within established SLAs, with requests filtered and prioritized based on their type. The system is then used to generate the required information or documentation, which is validated for accuracy before the request is completed. Once all requirements have been met, the request is closed, and a formal closing letter or communication is generated. Communication with Revenue Quebec, and providing information to the government as requested, very sensitive and confidential information so a heavily compliance based environment.
• How much time is being spent in meetings: 30 min a day!
• Who are they interacting with (internal/external): Both
• Will the contractor have access to any customer data? YES!
• Provide a broad range of operational support and perform general to specialized transactions and/or other processing activities for own Operations and Business Services function. May contribute to analysis/reporting on critical projects or special initiatives that strengthen our operating model/processes and elevate service quality.

Must have hard skills:

• 1-2 years of experience in banking/financial
• Fully Bilingual in English and French- written and verbal
• SLA experience and strong administrative background: 1-2 years
• Proficiency in Microosft 365- Word, Outlook and Excel: 1-2 years

Soft Skills

• Critical thinking skills
• Accuracy and attention to detail
• Good communication skills- both written and verbal
• Team player- ability to collaborate with peers

Nice-To-Have

• Compliance background or worked on government-based requests- 1 year

Interview process:

• 2 rounds, both virtual: 30 min each

Customer:

• Execute transactions accurately, on time, and in line with established guidelines/procedures while adhering to formal or informal Service Level Agreement(s) (SLAs)
• Refer or escalate processing or operational issues as needed based on a solid understanding of the issue, connecting with the appropriate function/partner to facilitate resolution and ensure that service quality is maintained
• Identify opportunities to improve service deliver
• Support partners with incoming transactions, validating information as needed to perform adjustments within authority levels
• Interact with partners by responding to requests in an effective and timely manner

Shareholder:

• Prioritize and manage own workload to meet Service Level Agreement (SLA) requirements for service and productivity
• Understand internal and industry regulations and trends, remain informed of emerging issues, and apply appropriate due diligence in adherence with operating policies/procedures
• Consistently exercise discretion in managing correspondence, information, and all matters of confidentiality; escalate issues where appropriate
• Support the timely and accurate completion of business processes
• Actively review internal processes/activities and provide ideas for process improvement
• Investigate and escalate non-standard or high-risk activities as appropriate
• Adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management)
• Be knowledgeable of and comply with Bank Code of Conduct

Skills:

• Bilingual
• French/English
• 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 (e.g. 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:

• 0-2 years experience in a Trade Processing related role, preferably experience with cash products (such as Loans, Deposits, Swaps, and Forwards)

Please note:

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