Operations Officer

Job title:

Operations Officer

Company

Randstad

Job description

Develop and execute strategic and tactical activities (through outbound and inbound calling programs) supporting legendary customer experience in gathering and delivering customer information while supporting business objectives. Provide a standardized, consistent, and centralized (single point of contact) customer interaction model in the RFI (Request For Information) process. Manage risk and ensure accuracy by triaging all RFIs and information delivery requests, ensuring event details and required customer information are understood, seeking clarification from business partners as needed. Prioritize requests based on regulatory requirements and internal service level agreements. Oversee the development, production, and timely delivery of all CR reporting, including executive and business partner dashboards.Position: Operations Officer
Shift: Monday to Friday Mon-Fri, 8:30am – 5:00pm
Salary: 25
Location: Mississauga (Hybrid)Advantages
Opportunity to work in a dynamic environment focused on customer and operational excellence.Responsibilities

• Understand and use the Customer Experience Model (CEM) during customer interactions, maintaining professional and empathetic tones.
• Ensure adherence to quality standards for all correspondence, including Bank branding and communication guidelines.
• Triage RFIs by seeking clarification from requesting groups to determine required customer information.
• Prepare and ensure proper storage of information/data before contacting the customer.
• Prioritize customer contacts; meet/exceed SLAs (internal and regulatory).
• Liaise with Branches to gather additional documentation.
• Adhere to documented procedures, including the customer escalation protocol.
• Maintain an updated customer database with accurate information and documentation.
• Promote legendary customer experiences through understanding of business strategy, policies, and procedures across retail products and services.
• Consistently exercise discretion in managing correspondence, information, and confidential matters.

Qualifications

• Customer service experience with above-average telephone customer service skills.
• Experience with SLAs.
• Strong listening, writing, and verbal communication skills.
• Excellent analytical and problem-solving skills.
• Great attention to detail.
• High ethical standards to ensure privacy concerns are identified and reported.
• Working knowledge of AML/KYC Regulations and Policy to Bank Risk (advantageous).
• Ability to interact effectively internally and externally at all levels.
• High proficiency in Microsoft applications (Excel, Word, PowerPoint, and Visio).
• University degree or equivalent work experience.
• French Bilingual (asset).
• Call Centre experience in a Financial Institution (highly desirable).

Summary
If you are a highly motivated and detail-oriented individual with excellent communication and customer service skills, we encourage you to apply. This is an excellent opportunity to contribute to a dynamic team focused on providing exceptional customer service within a regulated environment.Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada’s workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.

Expected salary

Location

Mississauga, ON

Job date

Sun, 16 Mar 2025 06:23:36 GMT

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