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Product Operations

2 months ago

Toronto, Canada Peoples Group Full time

**About us**:
Peoples Group is a boutique Financial Institution with offices located in Vancouver, Calgary, Toronto, and Montreal that has been in the Canadian marketplace for over 30 years. Our mission is to exceed our customers' expectations by providing exceptional customer service backed by extensive product knowledge and experience.

Our culture here at Peoples Group is formed by our values; Strength-Based, Relationship Focused, and Passionate Execution. We believe people don't choose a company to work for, they choose a company to join. We also believe that people come first and each day we strive to be willing, trustworthy, and creative.

**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.

**About being a People Leader at Peoples**:
**About you**:
In this role you will lead the team responsible for Product and Program Operations support, and the delivery roadmap for all incubator VISA and Mastercard prepaid card client programs, including Paypower. You will partner with key internal and external stakeholders and lead day-to-day operations and implementation of new incubator clients, products, programs, reporting, and required vendor services. This role comes with high visibility across a number of cross functional teams and a leadership component to build and develop a group of Cards & Payments professionals.

**About the day-to-day**:

- Support Peoples Card Programs API/portal development, requirements updates, CRs, UAT and new white label and incubator programs that use Card Programs APIs
- Lead the team that supports the day to day card operations for Incubator client programs, including white label Mobile APP support, system release testing/updates, act as primary operations stakeholder for incubator clients with I.T.
- Develop and optimize the framework around issue investigations, escalations management, and resolution delivery for all Incubator client programs.
- 24x7 support operations of third party vendor platforms, technical operations, Vendor SLAs for incubator programs where program management is being provided. This includes third party processors, card manufacturers, KYC vendors, Call Centers, load channel providers
- Manage incubator and PayPower load channel vendors including Blackhawk and INCOMM operational issues, processes, procedures. Provide operations support to Level 2 teams
- Manage end to end system and procedural operations planning, deployment and change requests for incubator clients including reporting requirements, monthly KPIs, client invoicing
- System Administrator for third party vendor platforms and internal systems including Access Controls, User ID audits and monthly reporting of Users by Department
- Oversight and management of Incubator program PCI compliance and assessments
- Manage platform downtime reporting and administration, internal response SLAs, vendor SLAs to ensure optimum performance is managed
- Manage SLA tracking, reporting and recoveries from third party vendors.
- Prepare and manage KPI reporting for L1/L2 support and vendor operations
- Support Customer Service channels, provide monthly reporting on key issues to resolve, costs, and manage recommendations for Customer Service improvements and reduction in costs
- Data Warehousing and reporting - support PowerBI reporting, new reporting requirements, development, testing; 3rd party reporting, Google analytics reporting

**About you / Qualifications**:

- 3-5+ years of financial experience
- Strong understanding and experience with payments, ideally around operations, platforms and procedures
- Self-starter with exceptional organization skills and ability to manage multiple projects
- Comfort in a dynamic and fast-paced work environment, with a positive attitude and solid work ethic
- Comfortable leading teams in both a direct and indirect capacity, with the ability to effectively build and leverage relationships
- Project Management Professional (PMP) training is preferred. Scrum Master certification is an asset

**_ NOTE:_**_ Please accept our utmost appreciation for your interest; however only those applicants under consideration will be contacted. Peoples Group is an Equal Employment Opportunity employer._

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