Specialist, Complaints and Client Services

2 weeks ago


Richmond Hill, Ontario, Canada Onico Solutions Full time
Participate in a number of initiatives including CRM (Customer Relationship Management) and Deposits Origination projects and potentially other projects
◦Analyse and observe processes to understand process steps, interdependencies, manual touch points and applications used to complete business transactions
◦Use appropriate measurement, analysis and evaluation methods to accurately identify and document process improvements
◦Act in a leadership role in acquisition of data, information and feedback from internal and external sources
◦Work with Business Risk Management to leverage available data such as KPIs and KRIs, customer complaint data, operational risk events/incidents to identify improvement opportunities
◦Recognize the importance of change management, its purpose and principles, and utilize these to assist the organization's Leadership in executing change
Bachelor's degree required in Business, Economics, Finance or equivalent
Knowledge of risks inherent in a lending and deposit taking environment
◦Knowledge of financial regulatory requirements and governing bodies
◦Process improvement implementations
Migration or implementation of workflow and digital file management systems
Ability to identify opportunities to increase business effectiveness through efficiencies and/or quality
Excellent business/technical written and verbal communication, documentation and reporting skills
Solid understanding of process improvement, change management, and project management methodologies
A track record of seeing projects and initiatives through to completion
Strong interpersonal relationship building and listening skills that promote collaboration and professional maturity with demonstrated experience in stakeholder management
Excellent knowledge of MS Office; word, power point, visio, excel
Knowledge of SAP, Open Text, Microsoft Dynamics an asset
This is a minimum 6 month contract located in downtown Toronto.
Onico Solutions Head Office
Head Office
TOLL Free Phone

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