Bilingual Assistant Manager, Card Payments and New

6 months ago

Montréal, Canada BMO Financial Group Full time

105-119-129 rue St-Jacques O Montreal Quebec,H2Y 1L6

Provides day-to-day delivery of critical processes, administration and servicing activities in in connection with retail and commercial deposits and payments. Supports the execution of payments, transactions, service requests, administrative activities and processes and fulfillment of business, stakeholder and/or external customer inquiries/requests within relevant service level agreements. Collaborates with stakeholders to promote efficient and effective processes and work flow, establish positive working relationships across the organization and to achieve business results and deliver the intended customer and employee experience. Deposit and Payments operations includes (but are not limited to) specialized operations processes and activities related to cheque and electronic transaction processing, lockbox and remote deposit processes, account maintenance and monitoring, etc.
- Provides advice and guidance to assigned business/group on implementation of solutions.
- Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
- Communicates with internal business partners and external customers to respond to standard and non-standard inquiries.
- Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
- Monitors and tracks performance, and addresses any issues.
- Communicates and collaborates with internal and external stakeholders in order to deliver on business objectives.
- Participates in a variety of change management activities including readiness assessments, execution, evaluation and sustainment of initiatives.
- Resolves standard and relatively straightforward issues, referring non-routine issues to more senior team members and/or manager.
- May function as a problem-solving resource for more junior staff.
- Performs the coordination of work flow and activities of the team, including assigning work, periodically reviewing output, providing input to employee performance reviews, quality control, training, team coaching and guidance, operations research and problem resolution.
- May perform quality control and training.
- Organizes work information to ensure accuracy and completeness.
- Executes work to deliver timely, accurate, and efficient service.
- Provides input and analysis into and participates in the planning, testing and implementation of continuous improvement projects as required.
- Provides accurate and timely processing of service requests, transactions, activities, etc. within relevant service level agreements and in accordance with established policies, processes and procedures.
- Provides accurate, consistent, knowledgeable responses to stakeholder questions and requests.
- Follows documented policies and procedures to execute day to day transactions, activities, processes and ensures all Service Level Agreements(SLAs) are met.
- Checks and reconciles information and documentation to ensure accuracy and completeness.
- Identifies and resolves discrepancies in accordance with standard procedures. Escalates issues, where necessary, as per guidelines.
- Communicates and collaborates with internal and external stakeholders in order to deliver on business objectives.
- Collaborates in development/implementation of new processes/systems and changes/improvements to existing systems and processes.
- Develops and maintains an understanding of the regulatory requirements and risks inherent in the operations and ensures appropriate actions are taken and operational integrity is maintained.
- Focus may be on a business/group.
- Thinks creatively and proposes new solutions.
- Exercises judgment to identify, diagnose, and solve problems within given rules.
- Works mostly independently.
- Broader work or accountabilities may be assigned as needed.

**Qualifications**:

- Typically between 3 - 5 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
- Knowledge and experience using relevant systems and technology - In-depth.
- Knowledge and understanding of the business unit’s key products and services, processes and controls - In-depth.
- Knowledge of the risk and regulatory requirements of the business - In-depth.
- Prioritization skills - Good.
- PC skills (MS Word, Excel, PowerPoint) - In-depth.
- Ability to multi-task in a fast-paced environment.
- Specialized knowledge from education and/or business experience.
- Verbal & written communication skills - In-depth.
- Collaboration & team skills - In-depth.
- Analytical and problem solving skills - In-depth.
- Influence skills - In-depth.
- Bilingual (English, French) - mandatory.

This position requires proficiency in English to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.

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