Operations Analyst

Operations Analyst

Job Definition

Reporting to the Manager, Data Processing, the successful candidate will be accountable for production delivery and QA validation tasks, with work instructions and established SLA timeframes for multiple customers. In this role, it is expected that all work is to be completed accurately, in a timely fashion, and delivered with high quality. Other tasks include documentation updates, assigned incident case investigations and resolutions, and assisting the department Team Lead on any outstanding production related tasks.

Key Responsibilities:

• Process electronic files using specialized software
• Check/validate processed documents for accuracy
• Ensure all production cycles achieve internal and external SLAs
• Provide internal customers with updates, progress status and reports
• Respond to Level 1 Support cases and update through internal tracking system
• Manage incoming queues (incident cases) regarding production status and help to resolve
• Escalate unsolved and/or critical problems as outlined in the escalation process
• Make recommendations to management on process improvement

· Work with Team Lead to resolve issues

Education & Technical Qualifications

• Post-secondary degree or College Diploma in Computer Science, Business, or equivalent and work experience in a production environment
• Experience with document processing and delivery is an asset
• Experience working in the financial industry (high accuracy environment) is an asset
• Experience with client-server environments
• Hands on experience using PC’s, including Windows Microsoft Office applications

· Experience working with XML data

• Experience managing/manipulating data in MS Excel, MS Access and MS SQL Server would be advantageous

· Experience with photo editing software

• Experience in Customer Service is an asset

Working Conditions

• Performing desk-based computer tasks and printing
• Daily stand/walk, writing by hand, use of telephone

· Sort/file paperwork

· Overtime/weekend work may be required

• 8:00 a.m. to 5:00 p.m. Monday through Friday,
• Ability to work in a high pressure, deadline-oriented environment

PLUS flexible hours to support North American

time zones