Payments Operations Analyst

We are hiring for this position out of our Toronto, Vancouver and Calgary offices. Successful candidates who apply outside of these areas will be expected to relocate and reside in a location that is within a commutable distance.

About the role:

As a Payments Operations Analyst, you will support the day-to-day operations of Peoples Group's Wholesale Payments business. This role is responsible for executing operational activities, supporting client onboarding, responding to client inquiries, and ensuring the timely and accurate processing of financial and non-financial transactions.

Reporting to the Senior Manager, Customer Support, you will serve as a key contributor to the efficiency of our payments operations by partnering with internal stakeholders, identifying process improvements, and delivering exceptional service to both clients and business partners. This role offers an opportunity to develop expertise across Canada's evolving payments ecosystem while contributing to a growing and innovative financial services organization.

About the day-to-day:

• Execute operational transactions and client requests accurately and within established service level agreements.
• Support business processes including client onboarding, account maintenance, transaction processing, and operational administration.
• Investigate, troubleshoot, and resolve operational issues while escalating complex matters when required.
• Respond to client inquiries and complaints in a professional and timely manner, ensuring a positive client experience.
• Proactively follow up on client requests, operational inquiries, and escalations to ensure satisfactory resolution.
• Collaborate with internal departments and business partners to resolve issues and support operational objectives.
• Prepare reports and operational updates for management and key stakeholders.
• Review existing processes and identify opportunities to improve efficiency, reduce risk, and enhance client service.
• Escalate operational gaps, process inefficiencies, and high-risk activities to appropriate stakeholders.
• Effectively manage competing priorities in a fast-paced environment while maintaining a high level of accuracy.

About the qualifications:

• Minimum 3 years of experience in an operations role within the financial services industry.
• Experience supporting business technology initiatives and/or digital channels within financial services is preferred.
• Experience working directly with clients and third-party service providers.
• Experience with API development and integration, customer experience (CX), and user experience (UX) design is considered an asset.
• Understanding of the Canadian payments landscape.
• Knowledge of Payments Canada payment rails and industry standards, including:
  • Electronic Funds Transfer (EFT)
  • Real-Time Rail (RTR)
  • INTERAC e-Transfer
  • SWIFT
  • ISO 20022
• Familiarity with payments operations, funds transfers, settlement processes, issuing, and acquiring activities is considered an asset.
• Strong analytical and problem-solving abilities with exceptional attention to detail.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Proven ability to build collaborative relationships across teams and departments.
• Ability to work effectively under pressure in a fast-paced operational environment.
• Highly motivated team player with a customer-focused mindset.
• Quick learner who demonstrates initiative and adaptability.
• Comfortable taking ownership, identifying opportunities, and contributing beyond core responsibilities to help drive team success.

About us:

Peoples Group is a trusted financial services company for the innovators at the forefront of Canada’s economic future. With offices in Vancouver, Calgary and Toronto, we are driving change by working alongside challenger banks, fintechs, brokers, and merchants to foster a dynamic and competitive financial ecosystem.

Our culture is built on four core behaviors: Grit to Grow, Connect to Collaborate, Putting Clients First, and Owning the Outcome. We believe people do not simply choose a company to work for - they choose a company that makes a positive impact in the lives of Canadians. Above all, we value people, build meaningful relationships, focus on individual strengths, and approach our work with passion. 

About the work environment:

Peoples Group offers a flexible and hybrid work environment. In this role you will work a combination of in-office and remotely from home. Typically, you'll be working regular business hours, Monday to Friday between 8:00am and 4:30pm with flexibility around start/end times.

We offer:

• A hybrid work environment, enabling you to balance your personal and professional life seamlessly. 

• Competitive salaries, profit sharing, RRSP matching and benefits from day one. 

• Generous paid time off to help achieve a healthy work-life balance. 

• A commitment to your well-being in five key areas: Financial, Physical, Social, Career, and Community. 

Hiring process:

If your application is selected, you will be invited for a first interview with one of our Talent Acquisition Business Partners. Depending on the role, interviews may be conducted virtually or in-person. The hiring team will communicate any in-person requirements throughout the process.

Compensation:

The expected salary for this role is approximately $70,000.00 - $75,000.00 annually. Actual compensation may vary based on experience, skills, and qualifications.

NOTE: This job posting is for an existing vacancy. Peoples Group is an Equal Employment Opportunity employer. Please accept our utmost appreciation for your interest; however, only those applicants under consideration will be contacted.

We value and celebrate individuality while fostering an inclusive workplace for everyone. If there's any way we can support or accommodate you during the selection process, please don't hesitate to let us know.