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Job Description
Hours of operation range from 7:00 a.m. to 5:00 p.m. EST daily; however, shift hours are subject to change as business needs arise to ensure sufficient coverage in support of client or bank requirements. The Operations Manager will report to Canada Global Banking Operations, Group Operations Manager.
Responsibilities
Management responsibility of the Global Bulk Service Support team
Ensure adherence to all key control functions, rules and regulations related to transactions processed within team
Oversee the day-to-day operations effectively managing all work flows supporting production activities
Set direction for team managed making sound decisions that may impact processing, client outcome or associates
Adhere to all deadlines
Performance Management
Partner effectively with business partners and support groups
Complete managerial reporting requirements including any ad-hoc requests for information
Support projects and initiatives ensuring operational readiness to support any changes or new products with understanding of E2E process and controls Execute other control related duties/functions as assigned to department
Qualifications
Five plus years work experience managing client facing service and support team within operations
Strong leadership with proven track record exercising strong problem solving skills and risk mindset
Strong ability to influence and drive results through collaboration within a team and across multiple groups
Strong ability to identify process improvements and implement solutions in a timely manner overcoming roadblocks with appropriate controls
Ability to work in fast paced environment supporting multiple demands with ability to pivot priorities
Strong ability to identify gaps and risks within processes
Experience working with high profile clients with variance in complexity & business partners to provide solutions to investigations that impact client outcomes or associates with knowledge of Foreign exchange payments
Strong written & verbal communication skills with ability to work with all levels of management
Experience handling initiatives and projects with proven results
Strong MS office and presentation skills
Post-secondary education preferred or comparable work experience
Understanding of Payments Canada & International clearing rules an asset
Availability to adjust working hours based on work demand including weekends, as required to support user acceptance testing schedules or production check out activities to support operations
Desired Qualifications
Strives to bring new thoughts and ideas to teams to drive innovation and unique solutions
Excels in working among diverse viewpoints to determine the best path forward
Experience in connecting with a diverse set of clients to understand future business needs - is a continuous learner
Commitment to challenging the status quo and promoting positive change
participate in and drive collaborative efforts to advance tools, technology, and way of working to better serve an evolving client base
Skills
Process/Operational Excellence, Improvement and Execution
Project/Program Planning & Execution
Reconcilement/Regulatory Reporting
Research and Adjustments
Operational Risk/Business Controls
Process Design and Development
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