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Client Delivery Management, Senior Analyst



Toronto, ON, Canada
Posted on Saturday, February 10, 2024

Client Delivery Management, Senior Analyst

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. But that’s not all. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

Want to make a lasting impact amongst a community of creative thinkers, problem solvers, technical gurus and high-performance application developers? We want to hear from you.

The Client Delivery Management, Senior Analyst—reporting to the Leader, Client Service Managementwill be tasked with supporting the communication group's mandate of ensuring that Interac meets our members’ SLAs for our external communications. They will pilot the conversations with our members to resolve their interoperability issues and also build and foster relationships with our largest partners enabling the communications group to become the single point of contact for all communications on Change Management alignment, Problem Management updates and incident escalations. They will mobilize their expertise in Interac Operations to solve complex challenges we face in the market and deliver successful results.

You’ll be responsible for:

  • Leading Interac’s role in interoperability issues between our members; inclusive of tracking, communication, and acting as a liaison when necessary for problem management.

  • Facilitating the communication group in ensuring that our client communications are sent out with accuracy within our SLAs, including incident, problem, and change management communications.

  • Building strong relationships with our large FIs to mitigate the risk of escalations through constant contact and open channels of communication. Actively engaging in communications with our members for upcoming changes by Interac that may affect the members and get upcoming changes from our members to better inform and integrate Interac technology teams.

  • Representing Interac T&O Business Management and Client Services when the team leader is unavailable to attend client meetings.

  • Participating in projects to better understand the changes that may be impacting our clients.

  • Building tighter integration in our IT Ops between Client Delivery, Client Support, EIM, EPM, ECM, and EDM teams.

  • Being an active participant in the Interac Service Committee Meetings (NOSC, e-Transfer, etc.)

You bring:

  • Over 5-7 years of experience in a similar capacity working in technology operations.

  • A University degree in Computer Science Engineering or equivalent combination of education and experience.

  • 5+ years of experience in a client-facing role.

  • Eligibility to work for Interac Corp. in Canada in a full-time capacity.

  • Experience in ITIL processes such as Incident, Problem, Change, Request, and Release management.

  • A strong understanding of systems/software development life cycle management and DevOps practices combined with experience in a Continuous Integration and Delivery environment.

  • Excellent troubleshooting and analytical skills.

  • The ability to learn quickly, are self-motivated and self-managed.

  • Good written and verbal communication skills, and an ability to interact with others in a team environment.

  • Understanding that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making.

Interac requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:

  • 5-year employment verification;
  • Canadian criminal record check;
  • Education verification;
  • Canadian ID cross-check;
  • Public safety verification; and
  • Credit inquiry

How we work
We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with:

Connection: You’re surrounded by talented people every day who are driven by their passion of a common goal.

Core Values: They define us. Living them helps us be the best at what we do.

Compensation & Benefits: Pay is driven by individual and corporate performance and we provide a multitude of benefits and perks.

Education: To ensure you are the best at what you do we invest in you