Operations Specialist - UK or US

Functional Title:

Operations Specialist

Location:

New Jersey, New York, London

Corporate Title:

Operations Specialist

Reporting to:

Deputy Service Manager

Department:

CLS Operations

Number of Direct Reports:

0

Job Purpose

To provide full operational and processing support to CLS Services.

In conjunction with the London Operations team, provide Operational support for all CLS services and participants, including Members, Vendors and other key Stakeholders. Ensure the highest level of quality assurance to minimize the risk of errors that cause an extension to the operational timeline, financial losses, or an impact to credibility or confidence in CLS.

Individuals will need to be multi-skilled and will be expected to be able to undertake all of the functions necessary to support the running the shift in a dynamic and busy environment.

The shift operates 8:00am – 4:00pm EST  Monday - Friday and, approximately once per month, working until 7:00pm EST on Friday.

Essential Functions

Major duties and responsibilities of the job

Operational

§  Effectively monitor the CLS production and testing (JAS) services.

§  Ensure the timely completion of scheduled operational tasks and system events as per the daily operational checklist.

§  Escalate any failure of any of the Core systems and its packages, any of the business systems, any of the communications networks (SWIFT FIN, SWIFT NET and IBM Global Network) and any of the data feeds.

§  Supporting the testing and trialing activities, as required, for on-boarding of new services, products and Members.

§  Monitor key deadlines, including opening / closing of RTGS systems and service specific timeline activities, ensuring successful completion against expectations.

§  Provide excellent client service to CLS’ existing and potential customers.

§  Adhere to the CLS policies & procedures, including Compliance guidelines and maintaining a thorough knowledge of OFAC and AML requirements.

§  Support the CLS test services in-line with current live operational procedures, working closely with other departments to ensure all User Acceptance Testing and project work is performed and delivered on time.

§  Develop strong relationships with other key departments within CLS. This includes Operations Management, our London counterparts, Risk, Compliance, Legal and Sales.

§  Produce and distribute regular internal and external facing reports in various formats, e.g. Word/Excel/Email.

Strategic

·      Provide support and Operational input to the key CLS Strategic Initiatives as required

·      Follow established policies and procedures and contributes to implementing new policies and procedures as required

·      Following the occurrence of a service related incident, work to enhance controls, and improve our ability to deliver against the CLS timeline.

·      Contribute to the successful execution of the Operations Strategy and Continuous Improvement Plan.

Essential Qualifications

Experience, education and any certifications as necessary for successful job performance

Knowledge, Skills and Abilities

Competencies required for successful job performance

§  Thorough knowledge of international payment operations.

§  Understanding of payments systems and their interface packages. Will have worked in a high value, (high volume) time critical processing environment.

§  Thorough knowledge of trade input, confirmation matching (manual and electronic), reconciliations and SSI’s.

§  Will have dealt with customers and other third parties directly.

§  Experienced in (complex) query resolution.

§  Hands on Microsoft experience including Windows and Office.

§  Working knowledge and understanding of SWIFT network and terminology.

§  Experience of working with trouble ticketing / problem management system (desirable).

§  Experience working with Support Works application (desirable).

Success Factors

Personal characteristics contributing to an individual's ability to excel in the position

Ensures high quality customer service: Delivers an effective and consistently high quality service to CLS’ customers. Ensures that all requests from both within and outside CLS are responded to promptly and accurately and that all appropriate steps are taken to satisfy customer demands and needs. Will strive continually to improve the service of CLS to the benefit of the organisation and its customers.

Problem solving and decision making: Will anticipate problems and work with others to develop and implement solutions. Demonstrates broad thinking and creativity in tackling issues/problems. Ensures solutions are of maximum benefit to CLS and its customers. Will learn from experience and implement effective and fool proof measures to prevent re-occurrence.

Delivering Results: Continually focuses energy and effort on achieving objectives. Is able to define measurable and effective objectives and will develop appropriate plans and manage to implementation. Will monitor and evaluate progress. Is flexible in the light of changing circumstances and will modify direction when so required.

Effective communication: Will be able to communicate clearly, concisely and with confidence both orally and written. Will escalate issues, as appropriate, ensuring messages are clearly understood. Encourages others’ views, ensuring honest and open discussions.

Team Work: Views CLS as one team and actively develops positive working relationships both internally and externally. Will adopt a collaborative working style with all parties.   Continually demonstrates the CLS values, superior professionalism and ethical conduct.

Developing knowledge, expertise and personal skills: Takes responsibility to develop technical/professional skills and knowledge to a high standard and encourages others to do the same. Be aware of market initiatives/developments and contribute to the planning and implementation of those within CLS.