Work Location:
Canada

Hours:
37.5

Line of Business:
Personal & Commercial Banking

Pay Details:

We're committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

Job Description:

Customer:

• Provide deep technical subject matter expertise/analysis or operational process support as a key resource/representative for the function
• Identify, document, and investigate processes/exceptions arising from transactions/processes beyond first level operations service delivery
• Lead work streams by acting as a project lead / subject matter expert for small-scale projects/initiatives in accordance with project management methodologies
• Act as conduit/coordinator/facilitator bringing in appropriate partners/expertise on key initiatives
• Communicate project status and provide timely escalation of issues to senior management to ensure project objectives are met
• Contribute to the identification, development and implementation of new products, operating workflow, additional services/products/applications and/or operational efficiencies
• Provide accurate and thorough analysis of key process drivers, root or systemic causes of cross functional operational issues, interpret findings and make recommendations
• Accountable for cross-functional/ interdepartmental initiatives to deliver value internally or to partner/customer groups
• Provide upward feedback and analysis, developing and executing on reporting functions and/or producing consolidated or aggregated reporting as appropriate
• Maintain and develop working relationships with customers, partners and vendors by representing the broader Operations function, addressing complex customer issues within the context of the full end-to- end process
• Work closely with other internal bank partners to ensure all clients' needs are met

• Prioritize and manage own workload to meet SLA requirements for service and productivity
• Adhere to enterprise frameworks or methodologies that relate to activities for our business area
• Ensure respective programs/policies/practices are well managed, meets business needs, complies with internal and external requirements, and aligns with business priorities
• Consistently exercise discretion in managing correspondence, information and all matters of confidentiality; escalate issues where appropriate
• Protect the interests of the organization - identify and manage risks, and ensure the prompt and thorough resolution of escalated non-standard, high risk issues
• Conduct internal and external research projects; support the development/ delivery of presentations/communications to management or broader audience
• Conduct meaningful analysis at the functional or enterprise level using results to draw conclusions, make recommendations, assess the effectiveness of programs/ policies/ practices
• Monitor service, productivity and assess efficiency levels within own function and implement continuous process/performance improvements where opportunities exist
• Apply subject matter expertise in the discipline, provide guidance, assistance and direction to others
• Actively manage relationships within and across various business lines, corporate and/or control functions and ensure alignment with enterprise and/or regulatory requirements
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite

• Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure the timely communication of issues/ points of interest
• Provide thought leadership and/ or industry knowledge by actively building operations knowledge, think critically about processes and opportunities for improvement, share ideas and transfer knowledge within the team and across the function
• Participate in personal performance management and development activities, including cross training within own team and other teams in the operations function
• Keep others informed and up-to-date about the status/progress of projects and / or all relevant or useful information related to day- to-day activities
• Contribute to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences and leveraging best practices
• Lead, motivate and develop relationships with internal and external business partners/ stakeholders to develop productive working relationships
• Contribute to a fair, positive and equitable environment that supports a diverse workforce

• Act as a brand ambassador for the function and the bank, both internally and/or externally

• Advanced knowledge and understanding of the operating environment, business processes and procedures, and transaction lifecycle for own area (e.g., processing environment, applications, software, hardware, products)
• Experienced level of the role with general business and operational knowledge or related skills required
• Ability to execute on ad-hoc standard and non- standard processes and requests of medium to high complexity with high risk/financial impact
• Identifies and investigates non- standard operational / reporting / process issues
• Provides recommendations or escalates issues to appropriate area
• Provides regular analysis and/or reporting to support business partners, functional areas or centres of expertise
• Requires working professional level knowledge of the functional area and/or business areas supported
• Moderate level of complexity in operational / reporting / process and/or analysis function requiring a short to medium term focus
• May operate as a working lead on initiatives as assigned
• May represent the group as a project lead on projects / initiatives and/or at meetings across the organization.
• Provides training to others on best practices, processes, etc. as well as guide junior staff for the completion of business as usual functions
• Ability to support multiple functions within the broader businesses
• Generally reports to a Group Manager

• Undergraduate degree/ college diploma preferred and/or
• 5+ year relevant experience