• Job Description

  Req#: REQ-1073

  Client Service Management, Senior Analyst

  At Interac , we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. But that’s not all. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we are playing a key role in shaping the future of the digital economy in Canada.
  

  Want to make a lasting impact amongst a community of creative thinkers, problem solvers, technical virtuosos, and high-performance application developers? We want to hear from you.

  The Client Service Management, Sr. Analyst will work within a team of analysts as a single point-of-contact for internal and external stakeholders, managing the intake of requests and changes across all Interac Corp. services in a complex, multi-vendor environment . Your primary goal s will be ensur ing seamless communication and timely fulfillment of requests. You will be responsible for the day-to-day management and support of Corporate Applications . In addition, you will work with in concert with the Implementations team to support the smooth transition and integration to BAU support for new customer onboarding and new or changed product and service implementations .
  

  You’ll be responsible for :

  • Developing and maintaining positive business relationships with multiple internal and external stakeholders (financial institutions and payment processors), ensuring a high degree of customer satisfaction while balancing the needs and interests of the organization.

  • Assist ing in translating customer requirements into features/functions through solutioning sessions with the client .

  • Anticipat ing customers’ needs and participat ing in identifying solutions to proactively service these needs.

  • Supporting, facilitating , and participating in client service advisory groups or stakeholder working group meetings.

  • Managing the day-to-day intake and status of projects, changes and requests within established SLA’s utilizing existing ticketing tools ensuring professionalism, guidance , and support to internal and/or external stakeholders.

  • Providing regular status updates to clients, performing follow-up and escalation if required to ensure timelines are adhered to .

  • Preparing and delivering training or orientation of s ervices, f unctions , or p rocesses to internal or external stakeholders with appropriate support ing material driving adherence to data management standards.

  • The day-to-day m anagement and support of c orporate a pplications and hardware required for access purposes. Undertaking periodic reviews of information created and stored within system databases, including access control privileges of users.

  • Acting as the single point of contact for managing the s ettlement and discrepancy process, stakeholder communications, e xtranet-related content problems, escalations to management, configuration changes , and user setup and management.

  • Coordinating with various stakeholders to determine the scope, impact, effectiveness , and feasibility of proposed changes and making recommendations to management as well as managing changes from initiation to closure across all environments following established Change Control Policies and Procedures.

  • Participating as required in the Change Advisory Board (CAB) and supporting after-hours changes , as required .

  • Developing effective plans for transitioning new and changed services into Operations, ensuring the requirements are aligned with service strategy and service design while minimizing operational risk and ensuring service levels are met .

  • Coordinating with v endor, c ustomer , and i nternal teams as appropriate for the onboarding of new clients and integration of new and emerging products/services ensuring smooth transition from implementation to BAU operations.

  • Managing the reporting and billing requirements across all p roducts for i nternal and e xternal stakeholders.

  • Conducting ongoing quality control monitoring and analysis , and preparing appropriate management reports.

  • Developing/updating operational process documents on an ongoing basis ensuring established standards and guidelines are followed .

  • Developing, contributing, leading , and implementing continuous improvement initiatives across all functions.

  You bring:

  • A U niversity or IT degree or equivalent combination of education and experience.

  • 5+ years of experience in a similar role utilizing IT service management, operations service support , or service delivery.

  • Eligibility to work for Interac Corp. in Canada in a full-time capacity .

  • ITIL V4 foundations certification, strong operational understanding of payment systems technology , and familiarity with ITIL service management best practices and lifecycle processes.

  • G eneral knowledge of the inbound customer service process flow in an IT technology environment .

  • A good understanding of Customer Care Management Principles and Service Level Agreements (SLAs) .

  • P revious experience coordinating internal and external stakeholder groups including outsourced contractors, consultants , and software vendors effectively and professionally.

  • E xperience working successfully in a varied and complex technical environment involving multiple stakeholders with competing objectives .

  • E xcellent communication skills - both verbal and written, are client-focused, customer-driven and c an work under pressure .

  • A commitment to provide excellence in customer service (internal or external).

  • T he interest and aptitude to quickly learn new tools and technologies.

  • E xceptional data analysis skills including query development, optimization , and quality delivery.

  • S ound knowledge of payments data, message layouts, and processing.

  • E xcellent knowledge of tools such as CRM, ITSM, Service Now, Excel , and PowerPoint.

  • S trong organizational, analytical, problem solving, and conflict management skills.

  Interac requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:

  • 5-year employment verification;
  • Canadian criminal record check;
  • Education verification;
  • Canadian ID cross-check;
  • Public safety verification; and
  • Credit inquiry

  How we work
  We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with:
  
  Connection: You’re surrounded by talented people every day who are driven by their passion of a common goal.
  
  Core Values: They define us. Living them helps us be the best at what we do.
  
  Compensation & Benefits: Pay is driven by individual and corporate performance and we provide a multitude of benefits and perks.
  
  Education: To ensure you are the best at what you do we invest in you

• About the company

  Interac is a Canadian interbank network that links financial institutions and other enterprises for the purpose of exchanging electronic financial transactions.

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