About

• The Financial Services Call Centre is responsible for all Client facing aspects
• related to the servicing of our ADP Canada Money Movement product. Administering
• approximately 100,000 calls annually (both inbound and outbound). The inbound
• calls pertain to banking and company level tax inquiries. The outbound calls
• pertain to client follow up regarding outstanding service requests. They also
• manage any Admin Fee Credit requests and provide support for Employment
• Verification Services regarding onboarding and live client service.

• This role contains both specific daily/monthly requirements and some project
• work.  A successful candidate must be knowledgeable on a variety of topics, good
• at building relationships and able to work both as a team player and
• independently with minimal supervision. The Financial Services Analyst is
• responsible for all daily operations, support and development of the Financial
• Services Call Centre in coordination with Management. The Call Centre Analyst
• will also be responsible for training and mentoring the Financial Services
• Representatives, handling internal/external client escalations and workforce
• management which includes scheduling/queue monitoring/offline task management.

• Duties and Responsibilities

• * Collaborate/consult with management, internal/external clients and other
• relevant parties as required to review/update policies, Service Level
• Agreements and departmental procedures/systems and advocate adherence to
• them.
• * Field and manage escalated and exception processing situations generated in
• the Financial Services Call Centre.
• * Support in the preparation, coordination, documentation and delivery of
• required technical/functional/quality training for business unit associates
• and/or management as required.
• * Continually monitor and remain current on organizational/department
• initiatives/issues as they pertain to the business unit by attending and
• participating in ADP Projects, committees, meetings and presentations.
• * Provide coaching and mentoring for Financial Services Representatives on
• processes related to call quality.
• * Create and manage the schedule for the Financial Services Representatives and
• adjust where necessary to optimize coverage and results. Monitor the
• Financial Services queues to ensure real time adherence and conformance.
• * Manage and report on offline tasks that are completed by Financial Services
• Representatives.
• * Lead/co-ordinate preparation/analysis/present departmental statistics on a
• weekly/monthly/yearly (annual/fiscal) and adhoc basis. Monitor trends,
• review/redefine established benchmarks, target inefficiencies and propose and
• implement improvement plans (short and long term).
• * Lead/assist in ongoing evaluation of existing and new financial
• systems/products/procedures. Provide viable solutions regarding
• challenges/changes to operational systems/products/procedures through
• research and review. Solutions should be automated as much as possible.
• Solutions are then presented to all appropriate levels of management.
• * Lead/support testing and implementing of International Money Movement
• initiatives as they pertain to new/existing department products.

•  Qualifications

 Education

• * Post Secondary Education or equivalent business experience
• * Finance/Banking and/or Leadership training preferred

• Knowledge, Experience and Skills

Required

• * C. Literate (MS Office – Advanced on all components)
• * Demonstrated ability to co-ordinate work initiatives with attention to detail
• and solution-orientated
• * Proven ability to work well under pressure and work independently or as part
• of a team
• * Supervisory or leadership experience in Call Centre environment
• * Coaching/mentoring experience

Preferred

• * Minimum 3 Years business experience with a background in Financial Services
• and/or Customer Service
• * Experience in quality and client focused leadership expectations
• * Fluent in French and English an asset

Attributes

• * Strong problem solving skills with ability to learn quickly
• * Excellent communication skills
• * Flexible and adaptable
• * Results accountability for self and others
• * Problem Solving/Escalation Management