BMO Financial Group Senior Analyst, Card Production Support, Delivery, Operations and Risk in Toronto, Ontario
55 Bloor Street West
Job Family Group:
The Senior Analyst for Card Production Support, Delivery, Operations and Risk is accountable for Vendor (TSYS/Mastercard/Visa) bulletin and outage management, Credit Card incident Management (Vendor and NARP notifiable events) and rotational after hours support/testing. The role will provide oversight of Access management for TSYS and other card related systems including management of user role profiles.
This role will support the day-to-day operational production issues from analysis to resolution, root cause analysis and problem-solving pertaining to debit Mastercards, credit card products & features for the North American Retail and Small Business Payments and Corporate Card markets in both Canada and USA. This includes resolution of all Severity level issues, including root cause analysis (RCA), trending (systematic, process, training/coaching), reporting, stakeholder communication and documentation in appropriate trackers. In addition, the role will provide oversight of NARP issues reported through the Notifiable Event process.
The Senior Analyst will be on a rotational “on-call” schedule providing support for after hours, weekend and public holidays for high priority production issues and after outage validation. The role will liaise with stakeholders to understand problems and opportunities and, recommends solutions to enable the achievement of organizational goals.
Sr. Analyst also supports the Delivery, Risk and Operations leadership team to ensure risk are appropriately addressed. This role may act as the back-up for Manager.
Coordinate with IT groups and external vendors and ensure effective application services to ensure reliability of all applications.
Analyze all business processes and ensure compliance to all controlled processes according to business requirement.
Provide rotational on-call operational support to all production issues on holidays and weekends.
Coordinate with various teams and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes.
Develops innovative approaches to create solutions to resolve problems and significant issues.
Enables groups to successfully accept changes by informing stakeholders of their implications; recommends actions as appropriate.
Prepares and delivers presentations for senior leaders.
Creates documentation to ensure the supportability of analyses.
Identifies, analyzes, and interprets trends or patterns in issues
Provides analytical support and insights.
Works independently and regularly handles non-routine situations.
Broader work or accountabilities may be assigned as needed.
Provides production support for systems implemented under the team’s portfolio
Accepting diverse views being able to compromise and follow through conflict resolution
Change ambassador - seek out new perspectives and challenge what is possible
Typically between 7-10 years of relevant experience and post-secondary degree
Expert knowledge of TSYS systems and processes
Knowledge and in-depth experience with Cards (Credit & Debit), Payments network (Mastercard/Visa), Symcor and card related systems.
Knowledge of SAS programming and SAS administration
Possesses analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
Demonstrates applied knowledge of one or more analysis and problem decomposition technique.
Understands and can explain to others the core processes involved in their area of support.
Deep knowledge and technical proficiency gained through extensive education and business experience.
Verbal & written communication skills - In-depth.
Collaboration & team skills - In-depth.
Analytical and problem-solving skills - In-depth.
Influence skills - In-depth.
Data driven decision making - In-depth.
Leadership/ High performance culture
Sharing best practices and lessons learned
Periodically review internal existing processes and update when required
Participates in team meetings interacting and collaborating with team members and other BMO Partners when appropriate
Coaching/training and mentoring incident management Analysts
Facilitate team meetings, communication and reviews for trending, post-mortem, and improvement opportunities
Manages weekly reporting for manager and monthly reports to leadership team.
Ensures all processes and procedures as updated, reviewed, signed off and uploaded to team SharePoint site
Oversees incident management process documentation
Reviews to ensure incident management tracker is updated and accurate
Reports are run, reviewed and loaded to team SharePoint site
Manages RCA central repository on team SharePoint site
Assists Manager and at time leads with innovative solutions to Senior Management and Business Stakeholders for improving platforms, processes and controls.
Knowledge and Skills:
Expert knowledge of TSYS TS2
Knowledge of SAS Program will be an asset
Strong knowledge of SharePoint administration
Strong customer focus skills
Expert relationship management skills
Strong analysis and problem solving skills
Executive communication skills (verbal, written)
Strong prioritization, organization and multitasking skills
Strong information seeking skills
Strong knowledge of Payment Card industry.
Knowledge of Vendor processes
Education and Experience:
Possesses a University degree in business, technology, engineering or any related field
Possesses minimum 3-5 years of professional experience in a financial services technology environment, Experience in Cards and Payments, Customer Service, Fraud, Analytics
We’re here to help
At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.
As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.
To find out more visit us at https://jobs.bmo.com/ca/en.
BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.
BMO Financial Group Serving customers for 200 years and counting, BMO is a highly diversified financial services provider – the 8th largest bank, by assets, in North America. With total assets of $728 billion as of October 31, 2018, and a team of diverse and highly engaged employees, BMO provides a broad range of personal and commercial banking, wealth management and investment banking products and services to more than 12 million customers and conducts business through three operating groups: Personal and Commercial Banking, BMO Wealth Management and BMO Capital Markets.We serve Canadian clients through BMO Bank of Montreal®, our personal and commercial banking business, BMO Nesbitt Burns®*, one of Canada's leading wealth management firms, and BMO Capital Markets™, our North American investment and corporate banking division.In the United States, clients are served through BMO Harris Bank, a major U.S. Midwest personal and commercial bank, and BMO Private Bank, with wealth management offices across the United States, as well as BMO Capital Markets™, our North American investment and corporate banking division.We help our customers make money make sense by delivering the broadest range of financial services through a single point of contact. Our financial service professionals provide access to any services our customers require across the entire enterprise.