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Provides a broad range of operational support and/or performs general to specialized transactions and/or other processing activities for own functional area within Operations & Technology. Supports partner relationships and is responsible for maintaining operational effectiveness to ensure business objectives, Service Level Goals and CEI targets are met. Reports to a Team Manager within the Team StructureJob Description
CUSTOMER: - Positively contribute to the overall customer experience and loyalty index in each interaction - Ensure customer problems are handled appropriately by utilizing the established partner problem resolution process both internally and externally and escalating when required - Create and/or recognize exceptional customer service through established programs - Ensure all required processing and enquiries are fulfilled meeting Service Level Goals - E4Provide subject matter expertise for internal and external partners within defined area
SHAREHOLDER: Complete assigned tasks accurately & within established standards - Actively participate in daily touch points and work distribution Contribute to the achievement of satisfactory audits by understanding & following audit and process guidelines - Identify areas of risk and escalate as necessary - Be knowledgeable and comply with Bank Codes of Conduct ? Identify, suggest and actively participate in process improvements ? Understand and apply bank/service centre operating policies and procedures ? Demonstrate flexibility by adapting to change within business area and unit ? Adopt new process and technology improvements ? Ensure necessary due diligence is taken to support the accuracy of all transactions
EMPLOYEE TEAM: ? Support reward and recognition programs throughout the year by recognizing peers and submitting award nominations ? Support a diverse and inclusive workplace ? Contribute to a positive and respectful work environment ? Actively participate in performance management process including coaching, career development and utilizing P3, and pulse action planning ? Meet changing business needs with flexibility ? Encouraged to support your community by participating in team sponsored events and activities throughout the year when possible ? Actively participate in any cross-skilling/ training opportunitiesRequirements
BREADTH & DEPTHWorks within generally defined guidelines, accountable for completing a range of transactions or activities that involve single to multiple steps and several systems or applications characterized by a combination of manual and automated processes ? Transactions and activities require process knowledge for own area of expertise and could be characterized by low to moderate risk ? Identifies issues and resolves or escalates internally as required (within a prescribed set of parameters/rules) ? Typically has interaction with internal customers/partners ? Focus of work is on the completion of day to day or weekly processes or activities however may include monthly routine activities ? Requires working level knowledge of the business unit and operational functions for the business area supported as well as regulatory issues/requirements for jurisdictions supportedAdditional Information
Bilingual (French/English) requiredHours
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Banking, Finance and Insurance Operations and Logistics