Job Responsibilities:
- 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.
- 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 delivery.
- 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.
- 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.
Experience & Qualification Requirements:
- Post- Secondary degree required.
- 4 years of Banking/financial industry experience.
- Fully bilingual in English and French- written and verbal.
- 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.
- Proven experience conducting KYC checks.
- Experience in a Call center environment.
- Handling inbound and outbound calls.
- Collaborative skills.
- Strong customer service skills.
- Bank wire transfer / financial transactions experience.
- Familiar with AI technology- Copilot.
Work Location: In person
