Senior Operations Analyst - Tangerine

Requisition ID: 190952

Tangerine is Canada's leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It's important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As Canada's leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration. Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

What you will be doing:

The Senior Operations Analyst will support the lending business operations team in the flawless execution of processes, change management, vendor management and collaborate with internal and external partners for Tangerine's award winning Credit Card and Unsecured Lending products. They will work collaboratively with stakeholder groups across Product Management, Fraud & Disputes, Collections, Technology teams and external vendors. The Senior Operations Analyst will analyze the business needs, translate them into requirements, and manage projects across the lifecycle (e.g. analysis, development, testing, and implementation).

Working with senior management, the successful candidate will contribute towards evolving our products and improving client experience across the customer lifecycle, while ensuring we deliver quality experiences to our customers every day.

Is this role right for you? In this role, you will:

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge

• Creative thinking and ability to seek innovative solutions to complex technical/business problems with the ability to manage tight deadlines, organize, and prioritize work independently

• Research and lead any changes on the TSYS systems working with internal and external stakeholders

• Implement critical partner change requirements ensuring timely implementation of new processes and operational changes involving third parties and external vendors

• Coordinate with all stakeholders to drive early resolution of questions, concerns, and implementation for projects/initiatives, taking full ownership on the delivery of projects in a timely manner

• Assist in the production incident management; identify potential operational and business changes to reduce production incidents

• Assist in effective monitoring of the vendor performance as per the SLAs, and provide monthly vendor reporting

• Research and support identified customer questions and concerns related to disputes, fraud, collections etc., draw insights and provide recommendations

• Support other Credit Card and Unsecured Lending enhancement efforts as needed

• Partner with leaders across the Payments and Lending team to create a high performing environment

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Bachelor's degree or higher in Business or Technical discipline or equivalent

• 3+ years' experience in working in Credit Card domain

• Knowledge of TSYS or equivalent Credit Card processing systems is an asset

• Effective project management, collaboration, and relationship management skills demonstrated through previous roles

• Experience and working knowledge with database and data analytics; SQL knowledge is an asset

• Able to work in cross functional teams on initiatives and projects of varying scope and duration simultaneously

• Strong facilitation, critical thinking, analytical and problem solving skills

• Structured problem-solving in ambiguous situations.

• Strong communication skills, written and verbal

What's in it for you?

• You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!

• You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.

• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.

• You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don't apply here.

• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

*Tangerine employees participate in Scotiabank's pension & benefits programs (available to permanent employees)

Location(s): Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.