Operations Management

Description:

The Processor, Operations Management is responsible for posting and processing complex items and investigating requests to resolve processing errors. You’ll be accountable for providing professional and timely support by verifying and processing documentation received from internal stakeholders (e.g. Banking Centres) and ensuring documentation is accurate and complete according to policies and procedures for further processing. You’ll investigate requests to resolve processing errors and/or out of balance conditions through processing adjustments and settling accounts. You’ll make sure client satisfaction and productivity standards are achieved and Service Level Agreements (SLA) are met or exceeded by following well-defined procedures and guidelines and escalating issues as appropriate.

At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, you’ll be on-site full-time. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote. Should be available between 9am -7pm.

How you’ll succeed

• Analysis - Conduct investigation and detailed analysis on incoming item according to established guidelines to determine the nature of the issue, identifies root cause and resolve the error.

• Risk and governance - Adhere to all risk and governance standards by completing all required documentation thoroughly and ensuring that all processes and procedures are followed.

• Teamwork - Work closely with your team to deliver a great customer experience. Ensure that your team's collective work meets quality standards, deadlines and service level agreements

• Problem solving - Identify and resolve items of discrepancy and follow up on process problems within area of responsibility using independent judgement based on standard work procedures. Act like an owner by taking accountability for issues, and know when to lean on others to build a better solution together.

• Organizational skills - Receive, prioritize and process payments. . Respond to questions and provide guidance. Complete quality checks for work completed to ensure accuracy. Monitor workflow to ensure priority is given to unresolved matters that cause backlog or delays in process flow.