Operations Supervisor
Butterfield Support Services (Halifax) Limited
Halifax, NS
Closed
Job Details:
Reporting to the AVP Operations, the Operations Supervisor will play a key role in supporting the expansion and implementation of business processes to a developing team of Operations Administrators. The incumbent will be responsible for ensuring smooth functioning and continued improvement of processes and will also be involved in the training and mentoring of new employees to ensure deadlines are met and optimal support service is provided to customers and other business units, while keeping losses to a minimum.
Responsibilities include:
- Oversee routine day-to-day activities, create schedules, plan, organize and delegate work.
- Provide training on processes and products to new employees
- Establish suitable task scheduling and track time-sensitive events to meet deadlines; monitor progress and review results.
- Supervise day-to-day activities of the Operations team ensuring that efficient service is provided, customers' instructions handled and processed accurately and promptly; needs of customers are met, and incidents and issues investigated promptly and professionally to avoid losses.
- Monitor and enforce applicable processes, procedures and information security policies, and ensure adherence to agreed service level agreements (SLAs).
- Periodically review and update processes and procedures, while looking for improvement areas.
- Supervise and support product delivery, decision-making and recommendations, and effectively integrate relevant information into planning processes for Operations.
- Monitor back office processes such as payment processing, executing trades and settlements, updating static data for internal stakeholders and providing ad-hoc reporting for management review.
- Maintain effective communication with the AVP Operations, reporting relevant or required details, providing updates about team issues, concerns and successes, and escalating issues when necessary.
- Communicate and manage job expectations, goal setting and objectives for direct reports, evaluate and review employees' work performance, providing feedback, direction and guidance.
- Support and promote a strong cross-training initiative and recommend training needs for team members to ensure self-sufficiency of teams.
- Participate in implementation of new technology, establish, maintain and monitor ongoing performance of effective procedures and processes to provide high quality services to external and internal customers and meet evolving support requirements.
- Assist with monitoring team attendance ensuring that overtime costs remain within budget.
- Assist with projects, audit requests and other duties as requested.
The ideal candidate will have the following skills and experience:
- Completion of a post-secondary education coupled with previous banking or related financial services experience
- Previous supervisory experience
- Proficiency in Microsoft Office Suite of applications
- Excellent interpersonal, communication and organizational skills with the ability to manage multiple tasks and work effectively in a deadline-driven environment
- Ability to adjust working hours, with minimal notice, and to work on public holidays.
- Ability to prioritize tasks in a deadline driven environment
- Able to handle transactions with large dollar amounts, high volumes and confidential information with absolute discretion
- Strong organization and analytical skills, with a focus on providing excellent customer service
- The ability to adapt to and use proficiently the core banking system, Electronic Delivery Interface and SWIFT network
- Resolve issues with minimal impact to customers
- Prioritize tasks in order of importance
- Seek opportunities for continuous improvement
At Butterfield, we pride ourselves on being approachable, disciplined and proactive. If you embody these qualities and have the necessary experience, you may be the one we're looking for.
To learn more about this opportunity or to express your interest, please click "Apply Now" by 31 July, 2020.
Butterfield is committed to diversity in the workplace and providing equal access to employment.
Accommodations are available on request for candidates with disabilities.
