Payment Servicing Team Manager

Position Overview: 

This is a challenging and hands-on role responsible for monitoring staff and providing guidance, coaching and training.   In this role you will manage the Incoming and outgoing payments ensuring all financials are balanced. All SLA’s are met, as well managing the required rotational support ensuring full support coverage for all Retail Operating Hours. 

 
 
primary job responsibilities
 

Lead and supervise the Payment Servicing team within Centralized Administration.
Provide training and guidance daily
Plan and organize the workflow to ensure all deadlines and SLA’s are met
Maintain and monitor control procedures to ensure accuracy
Handle ticket escalations during operating hours (weekdays and weekends)
Process weekly reporting related to service levels
Reporting on financials such as payments, reversals and GL balancing
Provide backup coverage to other peers within the Central Administration team
Liaise with the Retail Network to identify potential opportunities for training and process improvement
Other tasks as assigned
 

key results areas
 

Meet and or exceed SLA's as defined
Ensuring all processes/and or tasks are fully documented and/or maintained
Ensure that the systems are used to their full capacity and constantly seek improvements, modifications and changes to further improve the efficiencies of the organization
 

attributes & competencies
 

Individual is a true professional with excellent written and verbal communication skills
Analytical and problem-solving skills
High level of quality/accuracy in work, detail oriented and low level of supervision
Able to work under pressure and meet tight deadlines
Ability to make decisions independently
Intermediate experience working with Microsoft products, specifically: Word, Excel & Outlook, Wealth view and Salesforce
Capable of managing multiple tasks at once and prioritizing work
Ability to create a sense of urgency in work and react quickly and appropriately to problems at the store level
Ability to comfortably interact with all levels of Management
 
working conditions
 

Operating hours are:
Monday to Friday 8:30am to 5:00pm
Weekends vary depending on tasks
Hours vary on holidays
** These hours are subject to change based on our business requirements

Fast-paced, multiple priority environment
Considerable computer and teams’ usage