Operations Analyst

Job Title: Operations - Operations Analyst

Tax Work Location: 2001 Robert-Bourassa Boulevard, Montreal, Quebec, H3A 2A6 || Onsite

The position at a glance

The USD Clearing & Payment middle office function is performed by Client Support Services (CSS), which is a group reporting into Payment & Clearing Solutions (PCS). CSS is responsible for the management of Risks, Client reporting and analytics as well as supporting Network Clearing North America (NCNA) and Product Management by ensuring full transparency of limits, funding and operations bookings.

Its core responsibilities are as follows:

• Investigate issues and problems related to payments.
• Proactive monitoring and support to US dollar clearing client base.
• Credit, funding and transaction limit management and oversight.
• Managing Client’s reporting and analytics.
• Act as liaison between the back office and client/front office as applicable.

In detail

Contract Duration is contingent upon business needs with a maximum of 6 months with the possibility of extension.

This position operates on a shift-based schedule. Final working hours are contingent upon the specific shift for which the successful candidate is selected.

Shifts include:

• Overnight Shift: 09:30 PM to 05:30 AM or 10:30 PM to 06:30 AM
• Mid-Day Shift: 06:00 AM to 02:00 PM
• Closing Shift: 10:30 AM to 06:30 PM

The team members are responsible for the following activities:

• Serve as main contact point for the network and help resolve all issues related to the USD/CAD clearing business.
• Support the overall day to day business relationships of Client Network USD and CAD Network Clearing Clients at an account level.
• Coordinate with various stakeholders in the business as required.
• Drive processing efficiency by improving the overall USD straight through processing rate over 95% at the client level.
• Drive customer satisfaction by working closely with our clients to improve the service provided to them.
• Escalate service level inquiries as appropriate.
• Oversee key control processes with respect to billing, risk and management reporting, at client level.
• Hold regular ongoing dialogue with NCNA, PCS and other stakeholders to ensure we maintain excellent level of service to the network.
• Review and analyze reports related to client’s activities i.e. wire transfers, and non-payment SWIFT messages.
• Recommend and monitor KPI’s making sure that SLA’s/turnaround times are being met.
• Make recommendations for procedural changes where deemed necessary.
• Analyze various control reports and make recommendations for efficiency gains
• Keep abreast of changes both reporting and operational to meet/enhance the demands of our clients.
• Interpret, manipulate and analyze data to produce meaningful dashboards keeping in mind the mission statement of CSS, i.e. improve client experience.
• Work closely with the development teams to create and implement suite of quality Management reporting.
• Work with stakeholders to understand their data and how it can best be leveraged to meet client’s requirements.
• Provide additional insights into data trends through analysing and understanding the patterns within the various data sets.
• Investigate issues, determining root causes and obtaining resolution.
• Assist in preparation of Monthly/Quarterly Dashboards/Cockpits.
• Make direct contribution to Client operational permanent control framework.

The strengths and skills that will help you succeed

• Knowledge of the English is required.
• 2 to 4 years of banking experience and in Correspondent Banking, Payment Operations and/or Cash Management Product within a major bank active in USD Clearing.
• Knowledgeable of International wires transfers, SWIFT and local clearing systems.
• Knowledgeable of Funds Transfer operations as well as the rules and regulations which govern it.
• Highly effective communicator, written and oral, with good interpersonal skills.
• Excellent attention to detail and accuracy.
• The candidate must possess knowledge of analytical reporting with a strong background in MS Word, MS Excel, Outlook and Power Point.
• Knowledgeable of Data/Report analysis.
• Self-motivated and ability to multi-task in a high-volume and fast-paced environment with precision.
• Ability to work in a highly autonomous team environment with minimal supervision.
• Strong:
• Organization skills
• Analytical Skills
• Critical thinking
• Customer service skills
• Resourcefulness and creativity