Business Operations Analyst - Payments
About The Position
As a Business Operations Analyst, you will support the day-to-day operations of Peoples Group's Wholesale Payments business. This role is responsible for executing operational activities, supporting client onboarding, responding to client inquiries, and ensuring the timely and accurate processing of financial and non-financial transactions. Reporting to the Senior Manager, Customer Support, you will serve as a key contributor to the efficiency of our payments operations by partnering with internal stakeholders, identifying process improvements, and delivering exceptional service to both clients and business partners. This role offers an opportunity to develop expertise across Canada's evolving payments ecosystem while contributing to a growing and innovative financial services organization.
Requirements
- Minimum 3 years of experience in an operations role within the financial services industry.
- Experience working directly with clients and third-party service providers.
- Understanding of the Canadian payments landscape.
- Knowledge of Payments Canada payment rails and industry standards, including: Electronic Funds Transfer (EFT), Real-Time Rail (RTR), INTERAC e-Transfer, SWIFT, ISO 20022
- Strong analytical and problem-solving abilities with exceptional attention to detail.
- Excellent verbal and written communication skills.
- Strong organizational and time management skills with the ability to manage multiple priorities.
- Proven ability to build collaborative relationships across teams and departments.
- Ability to work effectively under pressure in a fast-paced operational environment.
- Highly motivated team player with a customer-focused mindset.
- Quick learner who demonstrates initiative and adaptability.
- Comfortable taking ownership, identifying opportunities, and contributing beyond core responsibilities to help drive team success.
Nice To Haves
- Experience supporting business technology initiatives and/or digital channels within financial services is preferred.
- Experience with API development and integration, customer experience (CX), and user experience (UX) design is considered an asset.
- Familiarity with payments operations, funds transfers, settlement processes, issuing, and acquiring activities is considered an asset.
Responsibilities
- Execute operational transactions and client requests accurately and within established service level agreements.
- Support business processes including client onboarding, account maintenance, transaction processing, and operational administration.
- Investigate, troubleshoot, and resolve operational issues while escalating complex matters when required.
- Respond to client inquiries and complaints in a professional and timely manner, ensuring a positive client experience.
- Proactively follow up on client requests, operational inquiries, and escalations to ensure satisfactory resolution.
- Collaborate with internal departments and business partners to resolve issues and support operational objectives.
- Prepare reports and operational updates for management and key stakeholders.
- Review existing processes and identify opportunities to improve efficiency, reduce risk, and enhance client service.
- Escalate operational gaps, process inefficiencies, and high-risk activities to appropriate stakeholders.
- Effectively manage competing priorities in a fast-paced environment while maintaining a high level of accuracy.
Benefits
- Competitive salaries
- profit sharing
- RRSP matching
- benefits from day one
- Generous paid time off
- A commitment to your well-being in five key areas: Financial, Physical, Social, Career, and Community.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
