Operations Officer

• Degree/Level of Education: Post- Secondary Degree preferred
• Certifications Required: No
• Years of Overall Experience: 3-5 years
• How will performance be measured: 3 Main Accountabilities would be Partner Experience Index (PEI), 24 Hour SLA Commitment on funding, and Quality Control (QC)
• Preferred/Ideal Candidate Background: Quick learner, collaborative, team player, credit exp background

• Typical Day-to-Day Responsibilities Review credit fulfillment documentation, program and issue funds.
• How much time is being spent in meetings: some
• Who are they interacting with (internal/external) – yes
• Will the contractor have access to any customer data? YES
• The fulfillment team is responsible for the completion of credit fulfillment for our business banking customers, including but not limited to funding and maintenance.
• 2+ Post- Secondary Degree preferred.
• French Bilingualism would be an asset.
• Execute more complex transactions and overrides accurately, 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 function/partner to facilitate resolution and ensure that service quality is maintained.
• Identify opportunities to improve service delivery.
• Provide accurate and thorough analysis of key process drivers, root or systemic causes of cross functional operational issues, interpret findings and make recommendations.
• Support partners with both inbound and outbound requests from various channels, answering questions to perform adjustments within authority levels.
• Prioritize and complete own workload to meet SLA requirements for service and productivity and / or support team manager in prioritizing and managing team workload.
• Actively maintain understanding of internal and industry regulations and trends, developing and sharing knowledge of emerging issues/risks, and assess potential impacts as it relates to operating policies, standards, and procedures.
• Consistently exercise discretion in managing correspondence, information, and all matters of confidentiality.
• Support development and/or implementation of standards, policies, procedures, and solutions that mitigate risk and maximize availability of service, efficiency and effectiveness.
• Contribute to the development/delivery of presentations/ communications to management or broader audiences.
• Protect the interests of the organization – identify and manage risks and ensure the prompt and thorough resolution of escalated non-standard, high risk issues.
• Adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management).
• Support change management projects or programs that impact the business, functions or processes and ensure clear communication and documentation of new processes.
• Identify, lead and actively participate in process improvements and determine solutions that will allow business to grow.
• Support ad hoc requests as assigned by leadership, ensuring flexibility and responsiveness to business needs.
• Perform additional duties or project-based tasks as required by the direct manager.

• The duties outlined below reflect the responsibilities associated with the Operations Officer III position in the applicable department, but are not limited to those listed.

• Prepare, review, and process TBO Reports (CAS/Branch follow-up), Fire Liability reports, Expiry Forecasts, Expiry Securities, ARs, and Discharges

• Execute and review specialized securities documentation in accordance with policies and SLA requirements.
• Communicate professionally with internal teams and external solicitors where needed.
• Support partners by clarifying credit policies, securities documentation requirements, and risk-protective standards
• They support internal partners, by clarifying credit policies and documentation requirements, and ensure solutions prioritize both customer experience and Client’s credit risk protection

• Process funding for business credit products, ensuring accuracy of documentation and regulatory compliance.
• Coordinate with internal departments to ensure timely disbursement and issue resolution.

• Strong Collaborative skillset/coachable
• Credit experience
• Meeting SLA’s

• Fast learner, banking/credit experience

ProViso Consulting