• 2387156
  • (Référence :1700005099)
  • Senior Service Coordinator

Description du poste

  • Temporary position, 8 months contract

    37.5h per week, on normal business hours

    Location: 105 St.Jaques W., Montreal

    Department: Global Financing Services


    Mandate:


    Support the manager to coordinate and oversee the work flow and activities of the team,including assigning work,periodically reviewing output,providing input to employee performance reviews,training and problem resolution.Assist the manager in ensuring volume goals,turnaround times and quality expectations are met,while maintaining strict adherence to control procedures and compliance regulations.Escalate/assist the manager with complex problem resolution.Fulfill routine and frequently non-routine transactions,internal business partner and/or external customer inquiries/requests,and/or audit/reconciliation activities.Analyze and resolve more complex issues efficiently and effectively in accordance with Bank and industry standards,focusing on up to a six-month time horizon.Act as primary back-up to team members and as back-up to the manager.Recommend/ implement process improvements.

    Product & Process
    Assist the manager by performing activities such as coordination and scheduling of work,resource forecasting, quality control,training,team coaching and guidance,research and problem resolution.
    Act as back-up in the manager’s absence and as primary back-up to team members in the event of absence or vacancy.
    Process and/or fulfill transactions,settlements,audit/reconciliation activities and/or other activities in accordance with established priorities and deadlines on a timely,accurate and efficient basis.
    Resolve discrepancies/exceptions that deal with non-routine situations,referred from other team members.
    Investigate and resolve or make recommendations to the manager on more complex,non-routine issues relating to internal business partner and/or external customer inquiries or requests,business process efficiency and quality control within existing procedures.
    Approve (i.e., “release”) and/or resolve escalated work or issues from more junior staff.
    Build productive relationships within the line of business (LOB) and other functions through responsiveness and support.Proactively work with others (i.e.,on own team,shared service centre,other operational areas,or with the internal business partner and/or external customer) to ensure delivery of timely,quality and efficient fulfillment activities.
    Provide advice to internal business partners and peers to support the completion of a process or activity within established procedures.
    Note:Shading denotes the progression of work and elements of work that increase in accountabilities from one grade to another.
    Provide input and analysis into the continuous improvement of business processes and procedures within the scope of the work team,and participate in the planning,testing and implementation of projects and new/revised products/services or processes.


    Risk & Control
    Escalate issues that require resolution by the manager,as per guidelines.
    Identify potential risk situations/ impacts,and make recommendations or escalate to the manager.
    Review transactions and requests for compliance with regulatory and Bank requirements, as required.
    Monitor production logs and schedules to ensure key controls are followed and exceptions are actively pursued; escalate to the manager as appropriate.
    Provide information for regulatory reporting and audit queries.
    Ensure all appropriate authorizations/approvals are obtained in accordance with policies and controls.
    Ensure adherence to all aspects of FirstPrinciples,Our Code of Business
    Conduct and Ethics Corporate Policy,as well as all applicable legislation,regulatory rules and requirements, and Bank standards,policies and procedures (P&Ps) for such things as potential conflicts of interest, safeguarding of customer information,trading in securities,anti-money laundering,privacy and disclosure of outside business activities.
    Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank P&Ps.
    Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation.

    Business Performance Management
    Monitor service delivery performance,production processes and quality,providing reports to the manager for the purpose of optimizing operational effectiveness.
    Provide input on employee performance to the manager.
    Deliver exceptional customer service that builds trust through responsive,accurate,consistent,knowledgeable and available services and support.
    Align individual performance goals to team and organizational goals.
    Demonstrate behaviours that are consistent with “Our Way” model and aligned with BMO values.

    Qualifications

    Knowledge:
    University degree/college diploma or equivalent work experience
    3 to 5 years of related experience
    Good knowledge of standard desktop applications used by the business unit
    Strong knowledge and understanding of the business unit’s key products and services,processes and controls
    Strong understanding of the business unit’s risk and regulatory requirements
    Strong knowledge of departmental systems and applications

    Skills:

    Strong analytical and problem-solving skills
    Strong investigation skills
    Strong prioritization skills
    Strong organizational skills
    Good customer service and relationship management skills
    Strong interpersonal skills
    Good change leadership skills
    Good written and oral communication skills - BILINGUAL (ENGLISH & FRENCH)
    Ability to multi-task in a fast-paced environment

    We’re here to help


    At BMO we have a shared purpose; we put the customer at the centre of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank.


    As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.


    To find out more visit us at https://bmocareers.com.


    BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process.

    Job Operations

    Primary Location Canada-Quebec-Montreal


    Organisation Global Product Operations-X000070

    Schedule full-time

    Job Posting 03/23/17

    Unposting Date Ongoing

Description de l'entreprise

BMO Banque de Montréal, qui se classe parmi les premières institutions financières en Amérique du Nord, a été la première banque à s'établir au Canada. Depuis sa fondation, en 1817, elle a vu son actif passer à 230 milliard de dollars. Elle emploie aujourd'hui quelque 32 000 personnes au Canada, aux États-Unis et dans le monde.

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