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Service Recovery Operations Specialist
3 months ago
POSITION SUMMARY
The role of the Service Assurance Specialist is crucial in delivering daily support for the resolution of various service recovery issues. These recoveries may pertain to specific offerings, technical infrastructures, tax implications, and compliance requirements. Key responsibilities include data analysis, crafting communications regarding service recoveries, documenting meeting notes, ensuring the accuracy of data-driven tasks, validating messages and templates, and engaging in various operational initiatives. Additionally, the specialist will be responsible for creating, maintaining, and updating policies, procedures, and content on internal platforms, as well as preparing and reconciling monthly performance and tax reports.
Effective recovery efforts necessitate collaboration across Client Services Operations, Information Systems teams, and other departments, including Product, Corporate Tax, Distribution, Legal, and Compliance. Areas of expertise may encompass a range of topics such as RSP, RIF, TFSA, Estates, Segregated Funds, IG Legacy Products, Mortgage, Nominee, IIROC, Banking, and Insurance. It is essential to ensure that recovery strategies align with product specifications, operational controls, regulatory, compliance, and legal obligations, as well as tax guidelines. The role also involves reviewing all communications to safeguard against reputational risks and ensure compliance with regulatory requirements.
DUTIES INCLUDE:
- Engaging in and supporting the service recovery process, which includes coordinating activities, identifying key stakeholders for service recovery meetings, gathering and analyzing data, and assisting with service recovery notifications.
- Contributing to recovery strategies arising from service failures, assessing the impact on business operations, and determining optimal recovery approaches while considering system functionalities and limitations.
- Participating in the comprehensive evaluation of risks associated with service recovery issues, including products, services, procedures, controls, system limitations, and tax implications, and contributing to action plans addressing potential risk areas.
- Researching and responding to technical and operational inquiries from both internal and external stakeholders, including Product, Corporate Tax, Distribution, and Compliance.
- Collaborating with senior management and internal teams to ensure that technical and data requirements are met, while maintaining a thorough understanding of policies, procedures, tax regulations, and compliance standards.
QUALIFICATIONS:
- A minimum of 4 to 7 years of experience in a client service or business operations environment, with a background spanning multiple platforms and product lines, including both business and systems expertise.
- Strong analytical and problem-solving skills.
- Proficiency in Microsoft Office Suite, particularly in Excel and Word; familiarity with MS Access is a plus.
- Excellent customer service orientation with strong interpersonal and communication skills, both written and verbal, capable of engaging with all management levels.
- Exceptional organizational and time management abilities, with a proven track record of delivering results under tight deadlines.
- Strong relationship management skills, with the ability to foster partnerships with key business stakeholders and a proactive approach to developing innovative solutions.
- A post-secondary degree or diploma in a relevant business discipline.
