Service Specialist - T&O

Service Specialist I T&O

At our company, we have been helping our customers and communities for over 125 years. Working with us means being part of a team of talented, passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance.

Harris is committed to an inclusive, equitable and accessible workplace. We are an Equal Opportunity Employer. By embracing diversity, we gain strength through our people and our perspectives.

Trading Products Services (TPS) is committed to providing superior end-to-end product processing services and key operational support to the global trading businesses of BMO, Harris and BMO Nesbitt Burns across Canada, USA, UK, Ireland and China for Derivative-based financial products, Debt, Foreign Exchange (FX) and International Money Market Products. The TPS environment is an ever-changing and demanding processing environment with a high level of complexity that complements the unique products and pace of capital markets trading. Most of the products supported by TPS such as Trade Capture, Confirmation, Settlement, Daily Valuation, Reconciliation and Daily/ Month End Accounting follow similar processing steps. TPS’ focus is to be a top-tier service partner providing best-in-class service for its business partners and BMO customers. Jobs in TPS typically require knowledge of one or more Capital Markets products including Interest Rate, Equity, Credit, FX and Commodity Derivatives, Fixed Income, Money Market and FX.

Derivatives Operations (DOPS) focuses on providing best in class operations services to the Capital Markets Derivatives Trading businesses of BMO Financial Group for over the counter (OTC) and Exchange-traded derivatives products. The products supported by this group include Proprietary Exchange-Traded Futures/Options, Commodity Derivatives, Agency Futures, Agency Options, Credit Derivatives, Equity Derivatives and Interest Rate Derivatives. The DOPS team must adhere to highly regulated processing and clearing rules and Bank policies and procedures. The processing team must also possess in-depth derivatives product knowledge to not only ensure consistency and effectiveness of workflow, but also be able to provide processing services to increasing number of OTC trades, which are often tailor-made derivatives and require customized processing support.

ACCOUNTABILITIES

A.        Product & Process

•           Process and/or fulfill transactions, perform audit/ reconciliation activities and/or other activities in accordance with established priorities and deadlines on a timely, accurate and efficient basis.

•           Resolve discrepancies/ exceptions that frequently deal with non-routine situations, requiring further analysis.

•           Investigate and resolve or make recommendations to more senior team members on more complex, non-routine issues relating to internal business partner and/or external customer inquiries or requests, business process efficiency and quality control within established procedures.

•           Identify business processes, efficiency and control issues in timely fashion and escalate unusual issues to senior team members.  Resolve more complex exceptions referred from more junior team members, as appropriate.

•           Conduct analysis for change or business initiatives, using specialized product or process knowledge or specialized program expertise.  May be accountable for documenting business requirements or providing input to conversion and implementation strategy plan.

•           Assist in building relationships with internal business partners, as appropriate, through daily interaction.  Partner with other operational areas to ensure delivery of timely, quality and efficient processing activities.

•           Provide information/ communication/ solutions (both written and verbal) to senior team members and/or management.

•           Provide advice to internal business partners and peers to support the completion of a process or activity within established procedures.

•           Provide input and analysis into the continuous improvement of business processes and procedures within the scope of the work team, and participate in the planning, testing and implementation of projects and new/ revised products/ services or processes.

B.  Risk & Control

•           Escalate issues that require resolution by the manager, as per guidelines.

•           Identify potential risk situations/ impacts, and make recommendations or escalate to the manager.

•           Review transactions and requests for compliance with regulatory and Bank requirements, as required.

•           Provide information for regulatory reporting and audit queries.

•           Ensure all appropriate authorizations/ approvals are obtained in accordance with policies and controls.

•           Ensure adherence to all aspects of FirstPrinciples, Our Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, policies and procedures (P&Ps) for such things as potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities.

•           Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank P&Ps.

•           Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation.

C.  Business Performance Management

•           Provide coaching and training to team members as required.

•           Monitor service delivery performance, production processes and quality, providing reports to the manager for the purpose of optimizing operational effectiveness.

•           Deliver exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support.

•           Align individual performance goals to team and organizational goals.

•           Demonstrate behaviours that are consistent with “Our Way” model and aligned with BMO values.

KNOWLEDGE AND SKILLS

a)         Knowledge:

•           University degree/college diploma or equivalent work experience

•           3 to 5 years of related experience

•           Good knowledge of standard desktop applications used by the business unit

•           Strong knowledge and understanding of the business unit’s key products and services, processes and controls

•           Strong understanding of the business unit’s risk and regulatory requirements

•           Good knowledge of departmental systems and applications

b)         Skills:

•           Strong analytical and problem-solving skills

•           Strong investigation skills

•           Strong prioritization skills

•           Strong organizational skills

•           Strong customer service and relationship management skills

•           Good change leadership skills

•           Good coaching and training skills

•           Strong written and oral communication skills

•           Ability to multi-task in a fast-paced environment

Harris thanks all applicants. We advise only those who qualify for an interview will be contacted.

To be considered for this opportunity with Harris N.A. visit our website at www.harrisbank.com and apply for position #58842.