Team Lead, Payment Operations Centre

OverviewPayments Canada is at the forefront of the Canadian payment ecosystem. Our purpose is to make payments easier, smarter and safer for all Canadians. Every day we are working diligently to ensure your payments are cleared and settled. In 2024 alone, our systems cleared approximately $107 trillion or $424 billion each business day If you are passionate about payments and want to help ensure that these financial transactions in Canada are carried out safely and securely, working with us is for you| Who we areWe are a public purpose, non-profit organization situated at the centre of Canada’s payment ecosystem. We own and operate payment systems that process hundreds of billions of dollars worth of payment transactions every business day. We convene ecosystem participants to discuss their multiple and diverse interests and ideas and to navigate industry-level challenges. We adhere to a set of values that are our north star: Inspire trust, build community and enable change.Payments Canada — where our country connects: Payments Canada — Who we areWith our people in mind we have created a culture that fosters authenticity, collaboration, innovation and development. We empower one another, make meaningful contributions that not only impact the organization, but our country We develop and nurture meaningful connections that drive innovation in our ecosystem. We are Payments CanadaDo you want to make payments easier, smarter and safer for Canada? Join us todayYou need to work here ifYou love working with passionate, ambitious and collaborative colleagues.You want to be challenged and lead unique initiatives.You want to grow, develop and become a subject matter expert in your field.You want your work to make an impact in your community and country.Come and join us — where payments meet purposeWhat we are looking forReporting to the Manager, RTR Payment Operations Centre, the Team Lead, RTR Payment Operations Centre is responsible for overseeing and providing sound advice and solutions for all RTR Payment Operations Centre services.A day in the lifeResponsibilities of the Team Lead, Payment Operations Centre includes but are not limited to:Solutions Delivery Management:Deliver expertise in automation, technical support, operational readiness, process design and improvement, technical enhancement and maintenance, quality assurance, incident and problem escalation management, customer service and support, and related project management and advisory services.Act as Incident Manager (Representative) for all “escalated” incidents on a rotational basis.Assist the work of project teams composed of internal technical staff and consultants.Assign priorities, tasks, and activities.Monitor and report on progress and provide technical expertise and solutions.Assist the Manager, RTR Payment Operations Centre in project management functions by providing effort estimates and assisting in developing project schedules, plans, and recommendations.Participate in operational readiness activities.Technical/Business Service and Program/Project Delivery:Assist in the ITIL function for the RTR Payment Systems Operations Centre which includes: Request, incident, problem and escalation management; execute process and perform quality assurance; implement changes and improvements; lead auditing and monitor activities; lead trend and analysis activities; and provide related expertise to team members.Lead and perform advanced technical and business activities and customer services, which includes: act as a first point of contact and customer relationship liaison; provide first-level business support to the end-user community; manage and follow up on customer problems (i.e. financial institutions, participants); provide technical solutions to Analysts and clients; monitor systems cycle state, business activities (i.e. participant health & status, payment processing, etc); develop reports; lead system verification; and fault tolerance activities.Ensure that incidents are handled in a timely manner and appropriate escalation is followed.Contacts and Communications:Provide daily coaching, guidance and support to all RTR Payment Operations Centre team members, which includes preparation and implementation of the shift schedule.As the first point of contact, you will lead client relationships and provide sound technical and business support and services to Payments Canada clients. Ensure client needs are identified, analyzed, and addressed in a timely manner to the satisfaction of Payments Canada senior management and the client.Maintain relationships with external clients, service providers, and vendors to identify new technical and business solutions to improve ongoing maintenance and support of Payment Canada’s RTR Payment Operations Centre.What you need to be successfulPost-secondary degree or diploma in computer science or other field related to information systems and technology, or equivalent work experience with formal post-secondary education.Minimum of five (5) years’ experience in a similar role.Experience in supervising a technical team.Participation in a shift rotation program and providing contingency services.Participation in on-call support along with periodic overtime will be required.Eligibility to successfully complete background checks that will be carried out by Payments Canada, including criminal, credit, identity, employment, and education checks.ITIL, HDI or similar industry certifications.Practical experience with one or more of the Payments Canada supported technology products, tools, and/or services (i.e., Lynx, SWIFT, ACSS/USBE, ITSM tool, Google Workspace, Jira/Confluence).Experience/training in Project Management.Bilingual (English and French).Salary rangeBased on qualifications and experience: $88,500 to $118,000.Please submit your application by January 27, 2026.What’s in it for you?Flexible, hybrid (remote/office) environment.Competitive compensation package, including annual variable bonus and defined contribution pension plan with employer matching percentage (if eligible).Comprehensive health and dental benefit coverage, including mental health coverage, life insurance and a health spending account for you and your dependents (Permanent and temporary employees with contracts 12 months and over).Paid time off: minimum four weeks paid vacation, sick and personal days, December holiday shutdown and cultural holiday observance days.26 weeks of paid maternity and parental leave top-up.Rewards and recognition program.Access to office gym facilities.Internal and external professional development opportunities.At Payments Canada, we are dedicated to fair, transparent and inclusive hiring. We are an equal opportunity employer and value diversity at our company. Our recruitment process uses automated tools, but not generative AI, to objectively screen and evaluate applications and confirm that a candidate’s qualifications meet job requirements.It is important to remember that these tools support, but do not replace, human decision-making. Our trained recruitment professionals and hiring managers always make the final hiring decisions.| Our diversity, inclusion and equity commitmentAt Payments Canada, we are committed to making everyone feel they can be themselves and thrive at work. We will continue to build on a foundation of respect and appreciation for diversity in all forms and collectively create an inclusive and equitable culture where our differences are valued.We are committed to employment equity and actively encourage applications from women, Aboriginal people, persons with disabilities and visible minorities. If selected for an interview, please advise us if you require special accommodation by emailing hrinfo@payments.ca.We thank all applicants for their interest in this opportunity. Preference will be given to Canadian citizens and permanent residents. Only selected candidates will be contacted for an interview. #J-18808-Ljbffr