Manager, Payment Support

728 14 Ave SW, Calgary, AB T2R 0N1, Canada

Description About connectFirst Credit Union As a credit union, we’re different than a bank – and we like it that way. At connectFirst, we spend our days helping our members achieve their financial aspirations through a community-focused approach to banking that’s true to our co-operative principles. You’re our member, not a number. We’re your neighbours and your partner.

Over 80 years ago we started from humble beginnings. Through the years, we’ve grown to become one of Alberta’s leading financial institutions through a desire to connect the dots between your dreams, your goals, your community, and your financial wellness and we echo these desires through our new, consolidated connectFirst brand. We believe that banking is about more than money – it’s a cornerstone of every vibrant community and that our members should expect us to positively impact the financial success and viability of the communities that we call home. We invest meaningfully in the potential and well-being of our employees, and what matters most to our members.

We have honest conversations about real things, as real people. Our members are owners, they have a say in how we operate, they earn dividends on common shares and investment shares, and they have access to an extensive array of financial products and services. Our mission: Make money make a difference. Our vision: Do what’s right for every member.

Our values: Think big, act local, take charge, and make it easy. We’re committed to providing remarkable experiences to our members, our communities, and our employees, and we’re proud to be regarded as one of the best: Named among Canada’s Most Admired Corporate Cultures™ by Waterstone Human Capital Recipient of Canada’s Best Managed Companies award for 21 consecutive years $12.3 billion book of business (Deposits45%, Loans43%, Wealth Management10%, Syndicated Loans2%) $585 million in Member’s equity Key Accountabilities: Oversees all payment administration functions delivery in a complete, accurate, timely and efficient manner while ensuring compliance with industry regulations, enterprise risk management, audit controls and policies and procedures to deliver a remarkable member experience. Oversees the delivery of remarkable service that builds trust through expertise, responsive service and support while balancing the interest of the credit union and different regulations such as Payment Canada, PPJV (Prairie Payment Joint Venture), Convera, FINTRAC and the Credit Union and Consumer Protection Acts etc. Builds and maintains strong external and internal business relationships with partners through proactive communication, actions, and disciplined relationship building activities.

Supports branches, departments and external party providers by explaining requirements, status of transactions, answering routine and basic legislative/regulatory inquiries or forwarding to the appropriate internal personnel. Provides leadership to the team by reinforcing best practices, policies, and procedures, including selecting, training, developing, and coaching employees, setting individual goals and objectives, evaluating performance, and providing on-going feedback. Alongside OSS leadership, develops and implements monitoring processes to minimize errors and exposure to risk. Reviews and administers various reports and ensures appropriate transactions are processed in a timely manner as per policy.

Implements policies and procedures and ensures compliance with all risk management and best practice standards to mitigate risk; ensures audit control standards are met. Collaborates to the implementation of the established annual business plan for the department and/or the credit union. Participates in the routine maintenance of the department record management system, member information process and relevant payment systems. Monitors and assess service level adherence, productivity, and efficiency levels for the team.

Delivers tangible recommendations into the development and implementation of new methods to update, align, simplify, and enhance processes and procedures to deliver strong and lean administration processes, checks and balances and audit controls. Creates and maintains a working environment that fosters remarkable member experience, teamwork, engagement, and productivity. Leads a high-performing payment team to deliver in a high volume, fast-paced environment, while supporting the annual business plan and achieving department objectives. Experience and/or Educational Requirements: 6-8 years’ experience in retail banking, operations administration, or payments.

Minimum 2-3 years experience in a management role. Working knowledge of credit union product and procedures specific to payment products. Completed a relevant certificate, diploma, degree, or designation program. An equivalent combination of education and experience may also be considered.

Skills and Competencies: Excellent member focus acts as a trusted advisor to members, both internal and external. One who relates will to all kinds of people and balances the needs of the member with the needs of connectFirst. Excellent leadership and management skills. Excellent relationship management skills to interact with cross functional teams, external partners, and various stakeholders.

Excellent computer skills: able to pick up new and existing programs related to the job quickly. Excellent communication skills, both written and verbal. Excellent critical thinking, problem solving, analytical, organizational and multi-tasking skills. Excellent interpersonal skills, ability to collaborate, partner and communicate effectively in order to facilitate a positive and effective team environment.

Effectively adapts to and leads through an ever-changing business environment. Demonstrated project management skills. Strong ability to drive change and build highly engaged teams. Excellent attention to detail in a high volume and fast paced environment.

Qualified applicants are invited to apply online. We thank all applicants for their interest. Please note applications will only be accepted online and only those applicants under consideration will be contacted.



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