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Sr. Team Leader, Dealer Support

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Operations
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1804844 Requisition #
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This position is required to ensure the successful processing of all the channels in Custom House's Online Services business unit.  The successful candidate will be required to manage the daily processing of online foreign exchange transactions and customer service in a high volume, 24/7 environment. May handle escalated customer service/AR issues as they arise, advise and coach team on any new policies and procedures as they relate to day-to-day processing, Schedule staff based on rotating shifts, Write and deliver quarterly staff performance reviews.

The Opportunity: Are you energized by developing leads into new clients and opening up completely new verticals? Want to work for a company where you can offer B2B clients ground-breaking digital solutions in pretty much any currency you can think of?
 
We’re seeking an Operations Support Sr. Team Leader at our Western Union Business Solutions (WUBS) office in Toronto, Ontario. In this role, you will report to the Operations Manager. You will help achieve the business objectives through regular monitoring and evaluation of the Dealer Support function. Under limited supervision, the Team Leader must be able to make decisions independently and provide day-to-day management oversight over the team.
 
In addition, you will also be responsible for driving and leading the team into a high-performance unit and support efforts of WUBS operations. You will have ownership and accountability for all requests pertaining to their team and has overall responsibility for managing the team. WUBS Client Service Investigations is an integral part of WUBS Operations, whose primary function is to facilitate the resolution of investigations resulting from queries around the settlement of Foreign Exchange products as offered by the business.
 
Sound interesting? Here are some specifics:
Key Responsibilities will include:
  •  Organizing and distributing work amongst the Dealer Support Team.
  • Answer questions about business processes and policy.
  • Provide regular management information to allow activities to be managed and business risks to be identified at an early stage.
  • Engage all team members to maintain a culture of process improvement, provide additional support as required, instilling cross-training and promoting a positive work culture and staff succession plan.
  • Ensure daily tasks are completed as required with a strong focus on controls, deadlines and optimizing workflow efficiencies.
  • Act as an escalation point to facilitate and co-ordinate resolution of complex queries and any exception issues and if required interface with other departments to expedite escalated issues.
  • Monitor performance by observation and by online system CONNECT, actively participate in team meetings and conduct regular one on ones with team members and management.
  • Hire, train, develop and manage the performance of the team in support of the achievement of their goals.
  • Mentor and guide teams on the execution of their day to day business functions; facilitate the understanding, implementation and utilization of company policies, procedures, practices and tools.
  • Maintain and develop a control framework in which investigations are conducted, in full compliance of WUBS policies and procedures.
  • Provide guidance and coaching regarding best practices to the team regarding overall operations, compliance management and coordination of operational activities.
  • Actively engage in delivery of micro and macro process changes to deliver measurable benefits.
  • Monitor Salesforce.com reporting along with group email and message inboxes to ensure SLA are met.
  • Communicate effectively at all levels and across all departments for the wider benefit of WUBS Maintain and develop positive and effective relationships with all departments, and banking partners.
  • Processing repurchase and reissue transactions at historical vs market rates determining any P&L impact to the customer and the business.
  • Additional operational tasks to facilitate settlement of foreign exchange products.
  • Liaising with Dealers, Clients and Operational areas to resolve investigation queries.
  • Maintaining personal development and performance within expected KPIs.
  • Assist in evolving processes to meet the changing needs of the business.
  • Provide regular management information to allow activities to be managed and business risks to be identified at an early stage.
  • Achieve staff development deliverables.
  • Ensure the team deadlines are met.
  • Ensure all transactions are processed and finalized within SLA Maintain less than 2% investigation rate.
 
What you will need to succeed:
  • Completion of a degree in an appropriate field or an equivalent combination of relevant experience and/or education/training.
  • Experience a high-level knowledge of the basic principles of Foreign Exchange
  • Good understanding of market practice.
  • Knowledge of SWIFT Payment Formats of local and international bank routing requirements, including online banking.
  • A minimum of 3 years’ experience in a Customer Support or Investigations team within a financial services business.
  • A minimum of 2 years’ experience in a team leader position.
  • Working knowledge of MS Office, particularly Excel
 
What will make you stand out:
  • Clearly and influentially articulates a vision, encourages and supports others while building valued and trusting relationships with others.
  • Practices open communication leads by example and effectively provide honest and constructive feedback.
  • Promotes collective achievement, contributes to the development and achievement of group objectives, is respectful, actively listens to and seeks out opinions and ideas from others.
  • Possess the ability to plan and organize self and others to ensure the completion of tasks and to manage and support others to succeed in their roles, can apply process and procedure and achieve compliance.
  • Strong analytical skills, reporting techniques, communication, interpersonal, problem solving and negotiation skills.
  • Display active leadership qualities and undertake a strategic role in building and developing the team.
  • Strong internal stakeholder management skills.
  • Broad spectrum Operational experience around products, procedures and controls Strong understanding of operational policies/best practices and demonstrated ability to adhere and enforce those procedures.

 


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