Operations Specialist

Calgary, Alberta, Canada  |  Full-Time, Permanent

Salary: $80,000 per annum

About the Role

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 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 identifying and implementing new ideas that will drive operational efficiencies and prepare the support team for operational changes.

This role is responsible for creating and conducting handover presentations, promoting collaboration with stakeholders, and involvement with Incident Management for major incidents to gather information, assist in resolution, and facilitate client and internal communications.

Key Responsibilities

• Lead business Incident Management activities, including trending and root-cause analysis for 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 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 processes to introduce changes to organizational processes and tools

• Identify operational requirements and opportunities for improvement using a lean management lens

• Determine appropriate methods to analyze operations, relevant information, and data

• Document findings; create process diagrams, prepare reports and status updates, and make and implement recommendations

• 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 of new employees to ensure adherence to standard operating procedures

• Willingness to participate in cross-functional training in the Operations Department

Operational Readiness

Transition of new or changed processes to the Operations Team, including:

• 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

What You Bring

• 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

• Proficiency with Microsoft Excel and other productivity applications and platforms

 

Compensation

The annual salary for this position is $80,000. Actual compensation will be determined based on experience, qualifications, and other relevant factors.

Vacancy Status

This posting is for an existing vacancy that is currently available to be filled.

Equal Opportunity

emergiTEL is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of background, and our hiring process is based solely on skills, experience, and qualifications relevant to the role.