Title: Operations Officer II
Duration: 6 Months (Possibility of Extension / Possibility of Conversion)
Work Location: Toronto, ON (Remote - may need to come onsite from time to time for meetings: once a quarter)
Work Schedule: 9 am to 5 pm (Monday to Friday)
 
Day-to-day Responsibilities:

• Working with bank (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 perform general to specialized transactions and/or other processing activities for the 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).

 Must have:

• Customer Experience Mindset.
• SLA knowledge/exp.
• Strong Organizational Skills – operational work.
• Strong Communication Skills – communicate with various stakeholders, including bank 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.

 Nice to have:

• Previous Banking Exp – asset if in a similar role.
• Customer service experience.
• Post-secondary is highly preferred but can be flexible.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 20.97/daily.