Team Lead, Payment Operations Centre
2 weeks ago
Reporting to the Manager, RTR Payment Operations Centre, the Team Lead, RTR Payment Operations Centre is responsible for overseeing and providing sound advice and solutions for all RTR Payment Operations Centre services.
| A day in the life
Responsibilities of the Team Lead, Payment Operations Centre includes but are not limited to:
Solutions Delivery Management:
Deliver expertise in automation, technical support, operational readiness, process design and improvement, technical enhancement and maintenance, quality assurance, incident and problem escalation management, customer service and support, and related project management and advisory services.
Act as Incident Manager (Representative) for all "escalated" incidents on a rotational basis.
Assist the work of project teams composed of internal technical staff and consultants.
Assign priorities, tasks, and activities.
Monitor and report on progress and provide technical expertise and solutions.
Assist the Manager, RTR Payment Operations Centre in project management functions by providing effort estimates and assisting in developing project schedules, plans, and recommendations.
Participate in operational readiness activities.
Technical/Business Service and Program/Project Delivery:
Assist in the ITIL function for the RTR Payment Systems Operations Centre which includes: Request, incident, problem and escalation management; execute process and perform quality assurance; implement changes and improvements; lead auditing and monitor activities; lead trend and analysis activities; and provide related expertise to team members.
Lead and perform advanced technical and business activities and customer services, which includes: act as a first point of contact and customer relationship liaison; provide first-level business support to the end-user community; manage and follow up on customer problems (i.e. financial institutions, participants); provide technical solutions to Analysts and clients; monitor systems cycle state, business activities (i.e. participant health & status, payment processing, etc); develop reports; lead system verification; and fault tolerance activities.
Ensure that incidents are handled in a timely manner and appropriate escalation is followed.
Contacts and Communications:
Provide daily coaching, guidance and support to all RTR Payment Operations Centre team members, which includes preparation and implementation of the shift schedule.
As the first point of contact, you will lead client relationships and provide sound technical and business support and services to Payments Canada clients. Ensure client needs are identified, analyzed, and addressed in a timely manner to the satisfaction of Payments Canada senior management and the client.
Maintain relationships with external clients, service providers, and vendors to identify new technical and business solutions to improve ongoing maintenance and support of Payment Canada's RTR Payment Operations Centre.
| What you need to be successful
Post-secondary degree or diploma in computer science or other field related to information systems and technology, or equivalent work experience with formal post-secondary education.
Minimum of five (5) years' experience in a similar role.
Experience in supervising a technical team.
Participation in a shift rotation program and providing contingency services.
Participation in on-call support along with periodic overtime will be required.
Eligibility to successfully complete background checks that will be carried out by Payments Canada, including criminal, credit, identity, employment, and education checks.
ITIL, HDI or similar industry certifications.
Practical experience with one or more of the Payments Canada supported technology products, tools, and/or services (i.e., Lynx, SWIFT, ACSS/USBE, ITSM tool, Google Workspace, Jira/Confluence).
Experience/training in Project Management.
Bilingual (English and French).
| Salary range
Based on qualifications and experience: $88,500 to $118,000.
Please submit your application by January 27, 2026.
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