Senior Service Coordinator - Payment Operations

Job description

Application Deadline: 09/18/2026 Address: 105-119-129 rue St-Jacques O Job Family Group: Customer Shared Services Payments Operations is the centralized wire hub for the Enterprise and serves as the first line of defence for wire payment processing of incoming and outgoing inter-bank, corporate and retail wire payments executed through the primary wire payment systems (EWP). In addition to critical operational considerations, namely timely and complete processing of wires, the Unit executes key compliance control processes for required wire data elements as well as providing post-execution wire payment support. This service is provided on behalf of other operating units as well as domestic branches within the Bank of Montreal group of companies for payments made to or received from correspondent banks worldwide. MANDATE Support the manager to coordinate and oversee the workflow and activities of the team, including assigning work, periodically reviewing output, providing input to employee performance reviews, training and problem resolution. Assist the manager in ensuring volume goals, turnaround times and quality expectations are met, while maintaining strict adherence to control procedures and compliance regulations. Escalate/ assist the manager with complex problem resolution. Fulfill routine and frequently non-routine transactions, internal business partner and/or external customer inquiries/ requests, and/or audit/ reconciliation activities. Analyze and resolve more complex issues efficiently and effectively in accordance with Bank and industry standards, focusing on up to a six-month time horizon. Act as primary back-up to team members and as back-up to the manager. Recommend/ implement process improvements. ACCOUNTABILITIES Assist the manager by performing activities such as coordination and scheduling of work, resource forecasting, quality control, training, team coaching and guidance, research and problem resolution. Act as back-up in the manager’s absence and as primary back-up to team members in the event of absence or vacancy. Process and/or fulfill transactions, settlements, audit/ reconciliation activities and/or other activities in accordance with established priorities and deadlines on a timely, accurate and efficient basis. Resolve discrepancies/ exceptions that deal with non-routine situations, referred from other team members. Investigate and resolve or make recommendations to the manager on more complex, non-routine issues relating to internal business partner and/or external customer inquiries or requests, business process efficiency and quality control within existing procedures. Approve (i.e., “release”) and/or resolve escalated work or issues from more junior staff. Build productive relationships within the line of business (LOB) and other functions through responsiveness and support. Proactively work with others (i.e., on own team, shared service centre, other operational areas, or with the internal business partner and/or external customer) to ensure delivery of timely, quality and efficient fulfillment activities. Provide advice to internal business partners and peers to support the completion of a process or activity within established procedures. Provide input and analysis into the continuous improvement of business processes and procedures within the scope of the work team, and participate in the planning, testing and implementation of projects and new/ revised products/ services or processes. Escalate issues that require resolution by the manager, as per guidelines. Identify potential risk situations/ impacts and make recommendations or escalate to the manager. Review transactions and requests for compliance with regulatory and Bank requirements, as required. Monitor production logs and schedules to ensure key controls are followed and exceptions are actively pursued; escalate to the manager as appropriate. Provide information for regulatory reporting and audit queries. Ensure all appropriate authorizations/ approvals are obtained in accordance with policies and controls. Ensure adherence to all aspects of First Principles, Our Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, policies and procedures (P&Ps) for such things as potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities. Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank P&Ps. Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation. Support manager with the implementation of change Provide input / participate in project as SME Support manager with updates to procedure respective to the change. Monitor service delivery performance, production processes and quality, providing reports to the manager for the purpose of optimizing operational effectiveness. Provide input on employee performance to the manager. Deliver exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support. Align individual performance goals to team and organizational goals. Demonstrate behaviours that are consistent and aligned with BMO values. AUTHORITIES This role has the authority to: Troubleshoot/ resolve most problems independently as per Letter of Authority/ authority levels following established guidelines and procedures. Maintain appropriate audit trails. Problem-solve escalated issues from others, as appropriate. Escalate all unresolved processing problems to the appropriate level, as per guidelines, including system, software and hardware failures. Prioritize work in accordance with policy and severity of serv