Operations Analyst - FT

Our client is undergoing a payments modernization initiative and knows that sensible processes are at the heart of a successful workflow. The Operations Specialist is required to identify and implement Operational changes, define new processes that help streamline daily operations to ensure efficiency.

The Operations Specialist is experienced in payments services, and particularly in Interac e-Transfer and Real Time Rail (RTR). The Operations Specialist needs to be comfortable communicating with people at all levels of the organization, able to solve problems and be able to identify and implement new ideas to further drive operational efficiencies. Adept at estimating and managing time for a variety of tasks ensuring quality is not compromised. The Operations Specialist is a coordinator who has a strong sense of big-picture objectives and a sharp eye for detail. This role is also involved with Incident Management to gather information to assist in resolution and to facilitate client and internal communications.

KEY RESPONSIBILITIES

• Identify operational requirements and opportunities for improvement.
• Recommend and implement new procedures for increasing the efficiency of day-to-day operations.
• Knowledge in Payments: RTR and e-Transfer are key additional knowledge in other payment types (Wires, Bill Payments, e-transfers, Cheques and AFT (Automated funds transfer also known as Direct Deposit and or Pre-Authorized Payments)).
• Develop and implement department-wide quality control measures.
• Gathering information by observing workflows, reading company reports, conducting employee interviews, and finding efficiency opportunities.
• Determining appropriate methods to analyze operations, relevant information, and data.
• Documenting findings, preparing reports, and making and implementing recommendations.
• Operational Readiness/ Handover and Acceptance – transition of new/changed processes to the Operations Team
  
  • Developing new processes and procedures to enhance operations.
  •  Working with managers and employees to implement changes.
  • Training employees to use new systems or follow new processes.
  • Determining the effectiveness of new processes
  • Establishing and maintaining quality standards
  • Ensuring compliance with regulatory standards
  • Maintain communication with various operations managers, staff members, and vendors to ensure adherence to protocols across key touch points

• Assist the Director and Manager, Service Delivery - in developing, planning, and coordinating operational activities.
  
• Create procedures and protocols (such as checklists) and distribute to stakeholders.
• Communicate and coordinate with employees (including executive operations team) and vendors.
  
• Incident Management of major incidents and support the Operations Team to resolve incidents that affect business as usual processing.
• Assist with the onboarding and training new employees to ensure that they adhere to standard operating procedures.
• Participate in cross functional training in the Operations department.
• All other duties as assigned.
  
  KEY SKILLS AND EXPERIENCE REQUIREMENTS
• Five or more years of experience in an operational or similar role.
• Understanding of Payment Processing and Applications.
• Proficiency with Microsoft Excel and other productivity applications and platforms.
• Proven organizational skills, including time management.
• Project management experience.
• Strong analytical and problem-solving skills.
• Critical Thinking - ability to assess information objectively, identify issues, evaluate alternatives, and make clear, evidence-based decisions.
• Self-sufficiency and an ability to work with minimal supervision.
• Strong verbal and written communication skills.
• Attention to detail.
• Excellent listening, observing, and questioning skills.
• Familiarity with Payment Canada and Interac Rules and Standards.