ROLE SUMMARY:

• 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 experienced in payments services and processing and will be required to identify Operational Changes, define new processes that will help us streamline daily operations to ensure efficiency.
• The Operations Specialist needs to be comfortable communicating with people throughout the organization, able to solve problems, identify and ask questions to ensure there is clarity. All leading to identify and implement new ideas that will drive operational efficiencies and prepare support team for operational changes. 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 will be responsible to create and conduct hand over presentations and promote collaboration with Stakeholders. They will be involved with Incident Management for major incidents to gather information to assist in resolution and to facilitate client and internal communications.

KEY RESPONSIBILITIES

• Lead business Incident Management activities, including trending and root-cause analysis both major and minor incidents to identify patterns, systemic issues, and opportunities for operational improvement.
• Prepare and deliver monthly stakeholder reports summarizing incident root-cause analyses and remediation progress, articulated in clear business terms to support informed decision-making.
• Track and monitor production defects, including associated workarounds, to assess the impact on operational efficiency and ensure alignment with Product teams through break-fix release cycles.
• Incident Management for Major Incidents and to support the Operations Team to resolve incidents that affect business as usual processing.
• Recommend and implement new procedures for increasing the efficiency of day-to-day operations.
• Use change management process to introduce changes to organizational processes and tools.
• Identifying operational requirements and opportunities for improvement using a lean management lens.
• Determining appropriate methods to analyze operations, relevant information, and data.
• Document findings; creating process diagrams, preparing reports, status updates and making and implementing recommendations.
• Operational Readiness – transition of a new/changed process to the Operations Team
  • o Developing new processes and procedures to enhance operations.
  • o Working with managers and employees to implement changes.
  • o Training employees to use new systems or follow new processes.
  • o Determining the effectiveness of new processes
• Maintain communication with various operations managers, staff members, and vendors to ensure adherence to protocols across key touch points.
• Assist the Senior Director and Manager, Service Delivery - in developing, planning, and coordinating operational activities.
• Communicate and coordinate with employees (including executive operations team) and vendors.
• Assist with the onboarding and training new employees to ensure that they adhere to standard operating procedures
• Willingness to participate in Cross-Functional Training in the Operations Department.
•  All other duties as assigned.

Must haves

• Five or more years of experience in an operational or similar role
• Knowledge in Payments: Wires, RTR, Bill Payments, e-transfers, Cheques and AFT (Automated funds transfer also known as Direct Deposit and or Pre Authorized Payments
• Understanding of Payment Processing and Applications
• Specifically RTR (Real-Time Rail) experience.
• Strong skills in Transformational change in operations
• Experience in Change Management and Lean Processing skills
• Proficiency with Microsoft Excel and other productivity applications and platforms