Operations Control QA Analyst II

Analyst

The Analyst is responsible for managing of ~3000 accounts across various books of record, reconciliation support (quality review, monthly certification), system administration for TLM and audit support and supporting various TDAM activities (cash sweep TD/CIBC Mellon, CIBC custody account opening for fund launches, custody account administration, Fargo stay back functions, MF Trust administration support).

Provide a range of analytical/process support, research on digital technologies to automate processes and assist with special initiatives within Reconciliations and reporting.

Leader with a keen sense of finding the root cause of problems by sifting through data and metrics as well as strong interpersonal skills to lead change within diverse teams and skillsets.

Oversight and management of various complex reconciliations as part of the month end certification process:

• Continuous monitoring of break investigation, accurate break assignment, distribution, reporting, and exceptions impacting reconciliations – ensure that root cause is understood and analyzed for escalation, communicated effectively, tracked, and resolved.
• Assist in driving continuous improvement of the current state reconciliations and investigation model service level agreements (SLA)

Analyze current state reconciliation controls process and perform root cause analysis for any breaks and gaps in process, including but not limited to:

• Finding Data integrity or quality issues
• Mapping current state processes
• Sourcing/creating metrics to performing meaningful analytics
• Fixing Source Files or data feed and consistent re-occurring errors
• Identifying outdated processes or technology and subsequently strategizing roadmap to remediation

Assist in driving change and solutions for all identified root causes:

• Take risk-based approach in applying innovative solutions to unique problems in differing lines of business
• Liaise and drive change between multiple stakeholders (Technology, Business Architecture, Operations, Wealth Business lines etc.) to get end resolution
• Recommend and summarize improvements quantifying to executives and senior leadership

Business Analysis:

• Participate in projects supporting a broad range of data driven solutions by applying a variety of techniques to build our models.
• Support the team by providing analytics and insights to recommend actions that will enable optimal business decisions and/or resolves complex business problems.
• Identify opportunities to drive business growth & value.

Business Intelligence:

• Provide data visualization support by employing various techniques to support the business in communicating Reconciliations breaks, implications and/or recommendations to the business.
• Design/develop dashboards and scorecards to support business needs; ensure alignment of metrics across the organization

Key Responsibilities:

• Process various transactions accurately, on time and in line with established guidelines/procedures while adhering to formal or informal Service Level Agreement(s) (SLAs)
• Refer or escalate processing or operational issues where necessary to ensure a high level of service is maintained
• Provide optimal customer and partner service, including guidance and advice, while adhering to customer service standards
• Identify opportunities to improve service delivery and support process improvement initiatives
• Support partners via inbound calls by answering questions performing adjustments within authority levels
• Maintain working relationships with customers, partners and vendors including responding to questions and/or concerns in an effective and timely manner
• Assist in driving continuous improvement of the current state reconciliations investigation model service level agreements (SLA)
• Analyze current state reconciliation controls process and perform root cause analysis for any breaks and gaps in process
• Prioritize and manage own workload to meet SLA requirements for service and productivity
• Consistently exercise discretion in managing correspondence, information, and all matters of confidentiality; escalate issues where appropriate until it is resolved
• Be knowledgeable of practices and procedures within own area of responsibility and keep up to date with emerging trends for own functional area
• Protect the interests of the organization – identify and manage risks, and escalate non-standard, high-risk transactions/activities as necessary
• Conduct internal and external research projects; support the development / delivery of presentations / communications to management or broader audience
• Conduct reporting and/or meaningful analysis at the functional or enterprise level using results to draw conclusions, make recommendations, assess the effectiveness of programs / policies / practices
• Monitor service, productivity and assess efficiency levels within own function and implement continuous process / performance improvements where opportunities exist
• Acquire and apply expertise in the discipline, provide guidance, assistance, and direction to others
• Identify, recommend, and effectively execute standard practices applicable to the discipline
• Adhere to internal policies/procedures and applicable regulatory guidelines
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
• May lead work streams by acting as a project lead / subject matter expert for small scale projects / initiatives in accordance with project management methodologies
• Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation, and teamwork and ensure timely communication of issues / points of interest
• Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
• Keep current on emerging trends / developments and grow knowledge of the business, related tools, and techniques
• Participate in personal performance management and development activities, including cross training within own and other team(s)
• Keep others informed and up to date about the status / progress of projects and/or all relevant or useful information related to day-to-day activities
• Contribute to the success of the team by willingly assisting others in the completion and performance of work activities to meet department deadlines; provide training, coaching and/or guidance as appropriate.
• Act as a brand champion for your business area/function and the bank, both internally and/or externally

Other Qualifications/Skills:

• Good understanding of underlying Wealth business processes and ability to interpret issues and relay to stakeholders in a concise and simple manner will be an asset
• Good knowledge of Wealth operational functions including strong familiarity with various applications and books of record used
• 3 to 5 years related industry experience
• Strong analytical skills to identify and resolve issues and disciplined approach to investigating root causes
• Ability to work in a high-pressure environment and ability to prioritize and manage the workflow of the team.
• Very good verbal, written communication, and presentation skills. Ability to relay messages in a simple, concise, and effective manner
• Highly proficient in Excel (advanced excel preferred)
• Prior experience with audits will be an asset
• Prior experience in Tableau or other reporting tools will be an asset
• Very good interpersonal skills that will facilitate working with many internal/external partners to achieve successful outcomes