Operations Officer II

Job Title: Operations Officer II
Location: Toronto, ON (Remote)
Estimated Duration: 6 Months

SUMMARY OF DAY TO DAY RESPONSIBILITIES:
Access to customer information: NO
• Onboarding contractors to the project (project details unknown but will be in AML space) – hiring SOWs. Note, prior AML knowledge is not needed for this role.
• Day in the life: Working with client (Level 10-11) managers to onboard new colleagues Working on assigned tasks and fulfilling through system access. Relationship building, working with people managers looking to hire (fulfilling requests) email communications and follow ups. Monitoring requests end to end – providing information to the end user – providing next steps
“Provide a broad range of operational support and performs 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. 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 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

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:

• 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 (eg. 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)

MUST HAVE:

• Customer Experience Mindset
• Strong Organizational Skills – operational work
• Strong Communication Skills – communicate with various stakeholders including client managers
• Tech skills – MS Suites: SharePoint, Excel (Excel is used for organization – tracking tickets, extracting info)
• Admin Background – bring office professionalism and comfort working in this environment – ideally 2-4 years
• SLA knowledge/exp

NICE TO HAVE:

• Previous Banking Exp – asset if in similar role
• Customer service experience

EDUCATION: post-secondary is highly preferred but can be flexible.