***Role available in Edmonton or Vancouver*** A career as a Senior Analyst in the Investment Operations team at National Bank means joining our support team responsible for supporting our partners in complex cases and escalations . We are looking for a dynamic team player to support regional operations , who works closely with our internal partners to resolve sensitive issues and escalations , identify opportunities for improvement , and participate in the development of these initiatives .
Your Role
- Act as the main point of contact for internal client requests and issues, coordinating actions to ensure quick and quality resolution of complex files ( adhoc requests and level 3 escalations)
- Establish and maintain close relationships with internal clients to understand their needs and obstacles, providing ongoing support and guidance
- Represent the operational teams during new onboarding, highlighting issues and possible solutions , and supporting investment advisors in their integration
- Represent the operations and support teams to improve the line of business performance in operational processes (input quality, contact and escalation rate, etc.)
- Document situations, inform stakeholders, a nalyze and share post-production feedback ; participate in the process improvement initiatives to improve employee and client experience
- Collaborate with various departments of the Bank: Partner support, Operations , Compliance, Legal, Risk , Credit , Line of Business, etc.
- Coordinate actions between support and operational teams during application incidents, ensuring compliance with processes and quick resolution
- Understand and master the different processes at Line of Business, at the support and operational teams.
Your Team
Within the Investment Operations sector , you are part of a large team in the IT Operations sector . Your future team stands out for its passion for solving various challenges and working with different partners . You work with a team of senior advisors and senior analysts to ensure service delivery and team performance .
Prerequisites
- Bachelor's degree related to the sector and 4 years of relevant experience
- Experience in managing escalation cases - resolution and relay to partners
- Excellent interpersonal skills and ability to manage different stakeholders (internal and external)
- Good knowledge of investment operations and line of business processes
- Experience in process and operations optimization
- Experience in planning and prioritising work based on urgency and risk
- Ability to travel to the supported branches to ensure partner proximity
- Occasional availability on evenings and weekends for Onboarding support
Languages: English
SkillsPress space or enter keys to toggle section visibility
Diversity & Inclusion Investments Problem Solving Process Optimization Teamwork Empathy Initiative Learning Agility Resiliency Prioritization Process Improvement
Your benefitsIn addition to competitive compensation, upon hiring you'll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.
* Health and wellness program, including many options
* Flexible group insurance
* Generous pension plan
* Employee Share Ownership Plan
* Employee and Family Assistance Program
* Preferential banking services
* Opportunities to get involved in community initiatives
* Telemedicine service
* Virtual sleep clinic
These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.
Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees' ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.
We're putting people first We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.
We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates! What can you bring to our team?
Come live your ambitions with us!
