Payments Operations Analyst

**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. At times there will be after hours support required in critical circumstances.

**About you**:
You are an experienced Business Operations Analyst in the Cards and Payment space; you are an expert in issuing, acquiring, funds transfer, settlement and responding to client inquiries. You will ensure the efficient and effective handling of operational activities (financial and non-financial transactions) of clients. You will also actively collaborate with internal staff and support departments to ensure that business needs are met. You aren’t the business owner, but you’re not afraid to act like one and be willing to roll up your sleeves to help your team get things done.

**About you / qualifications**:

- Minimum 3 years of proven work experience in Operations within financial services
- Experience in business technology and/or digital channels within financial services preferred
- Knowledge of Canadian Payments Landscape and functional knowledge of Payments Canada EFT/Real-Time Rail, INTERAC e-Transfer, SWIFT, ISO 20022, is an asset
- Experience with API development and integration, CX and UX design is preferred
- Strong interpersonal and communication skills required
- Excellent analytical ability with strong attention to details
- Experience dealing with clients and 3rd party vendors
- Quick learner, highly motivated team player with a track record of strong relationship building skills within your organization
- Demonstrated ability to handle multiple and changing priorities and to work well under pressure

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

- To ensure the efficient and effective handling of operational activities (financial and non-financial transactions) of clients:

- Execute transactions and process various requests which will vary in amount and difficulty, on time and in line with established guidelines/procedures while adhering to formal or informal Service Level Agreement(s) (SLAs)
- Refer or escalate processing or operational issues as needed based on a solid understanding of the issue, connecting with the appropriate department/partner to facilitate resolution and ensure that service quality is maintained
- Support the timely and accurate completion of business processes such as onboarding new clients
- Actively review internal processes/activities and provide ideas for process improvement
- Identify and escalate gaps, inefficiencies, process roadblocks and non-standard or high-risk activities
- Effective time management skills and ability to re-prioritize daily activities, to ensure the most is accomplished within the available time and resources
- To ensure a superior level of client experience:

- Respond to inbound inquiries and complaints from clients in an informed, efficient manner, within established SLAs
- Pro-actively investigate and follow up on inquiries or escalations and refer to line manager when necessary
- Efficiently resolve complaints and errors, using proper judgement to refer complex issues or escalations to your line manager
- To actively collaborate with internal staff and support departments to ensure that business needs are met:

- Strong organizational ability and good interpersonal skills to effectively communicate with various departments and liaise with personnel across multiple areas
- Provide reports to management and other departments as required

This role will be part of the Cards + Payments Operations reporting to the Sr. Manager, Payment Operations