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Service Delivery Specialist

2 months ago

REMOTETELETRAVAIL, Canada BMO Full time
Job Summary

BMO is seeking a highly skilled Service Delivery Specialist to join our team. As a key member of our Investment Operations function, you will provide support and service to our business stakeholders and customers, ensuring adherence to financial and regulatory controls and operational guidelines.

Key Responsibilities
  • Provide advice and guidance to assigned business groups on implementation of solutions.
  • Monitor and manage Helpdesk Emails for Private Bank Ops.
  • Review incoming emails and address the issue.
  • Break down strategic problems, and analyze data and information to provide insights and recommendations.
  • Support the execution of strategic initiatives in collaboration with internal and external stakeholders.
  • Communicate with internal business partners and external customers in response to standard and non-standard inquiries.
  • Gather and format data into regular and ad-hoc reports, and dashboards.
  • Support change management of varying scope and type; tasks typically focused on execution and sustainment activities.
  • Execute work to deliver timely, accurate, and efficient service.
  • Resolve 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.
  • Provide input and analysis into the continuous improvement of business processes and procedures and participate in the planning, testing, and implementation of projects and new/revised products, services, or processes.
  • Provide accurate and timely processing of transactions, activities, services, etc. to respond to stakeholder requests in compliance with regulatory and risk controls.
  • Provide accurate, consistent, and knowledgeable responses to internal/external stakeholder questions and requests.
  • Follow documented policies and procedures to execute day-to-day transactions, activities, processes, and meet all Service Level Agreements (SLAs).
  • Check and reconcile information and documentation to ensure accuracy and completeness.
  • Analyze data and information to provide insights and recommendations.
  • Identify and analyze issues and problems and resolve in a timely manner or escalate as required.
  • Communicate and collaborate with internal and external stakeholders to deliver on business objectives.
  • Develop and maintain effective relationships with internal and external stakeholders to execute work and fulfill service delivery expectations.
  • Develop and maintain an understanding of the regulatory requirements and risks inherent in the operations to take appropriate actions and maintain operational integrity.
  • Collaborate in the development/implementation of new processes/systems and changes/improvements to existing systems and processes.
  • Support the development of tools and delivery of training focused on delivering business results.
  • Focus may be on a business/group.
  • Think creatively and propose new solutions.
  • Exercise judgment to identify, diagnose, and solve problems within given rules.
  • Work mostly independently.
  • Broader work or accountabilities may be assigned as needed.
Requirements
  • 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.
  • Solid knowledge and understanding of the business unit's key application (Global Plus).
  • Data driven decision making - In-depth.
  • Reconciliation experience - an asset.
  • Knowledge of Fundserv - an asset.
  • 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.
  • Customer service skills – In-depth.
  • PC skills (MS Word, Excel, PowerPoint) – In-depth.
  • 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.
What We Offer

BMO offers a competitive salary and a comprehensive benefits package, including health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. We are committed to an inclusive, equitable, and accessible workplace and strive to help our employees grow and make an impact.