Support Analyst, Banking Operations

At CWB, we strive to build value for the people who choose us every day: our people, our clients and our investors. We do this by:Putting people first and building relationships with intentionSeeking out and embracing new ideasBelieving that how we do things is as important as what we doRoles SpecificationsLocation: Edmonton, ABEveryday flexibility. Hybrid work environments. Collaborative connections.CWB BankPut a new spin on your banking careerOur core focus is to become the best full-service bank for business owners in Canada. How do we do this? By delivering a proactive client experience through highly personalized service, specialized expertise, and customized solutions. And we do all this with an unrivalled sense of urgency that our clients love about us.The opportunity The Support Analyst is responsible for providing core banking system support to our business stakeholders and banking centre employees. Leveraging your in-depth knowledge of the core banking system and operational processes, you will deliver service excellence to our business stakeholders and banking centre employees, support the co-ordination and execution of critical operational activities, and support ongoing system projects and initiatives. This behind-the-scenes role is responsible for delivering best-in-class service for our banking centres so they can create an unrivaled client experience.Take your banking system expertise, deep appreciation for efficient processes, respect for policy and regulation and pivot your career in a whole new direction! Expand your opportunity for learning and growth with a new set of challenges and connections within the Centralized Operations Group. New perspectives, new experiences will only help shape you for the next stage in your career. Wait no further, sign up for your cape and apply today.What you’ll be doing Business Support, System Optimization and Problem Solving. Business SupportModel a client-centric approach to ensure a client-focused lens is used in providing services to the branch network.Assist with development of content for systems training & documentation (e.g. Operations Manual)Resolve end-user issues and build systems knowledge in an effort to minimize down time and create efficiencies.Provide support to the Centralized Operations department to help problem solve and provide solutions to resolve outstanding items/issues.Ensure that the confidentiality of the Bank and its customers in maintained by routinely securing all documentation during non-business hours and is aware of and adheres to employee code of conductEffectively manage expectations and communicate the Operational Services mandate to business stakeholders and banking centresSystem Optimization Champion the business use of our core systems (T24 and WAVE), working to identify and address knowledge gaps to help ensure effective and efficient use of our systems.Administer the clean-up and bulk upload processes, working closely with internal stakeholders to ensure data issues are resolved.Analyze, recommend, and prioritize operational initiatives, clean-ups, and identify and support enhancement opportunities, considering end-user impacts, cost/benefit, magnitude of effort, and Return On Investment (ROI).Assist with developing and improving systems reporting tools, data quality, and functions to gain business insight and improve business process.Problem Solving Provide Tier 2 support to Support Desk, resolving end-user issues and requests.Exercise critical thinking in analyzing requests submitted by banking centres to understand the correct escalation path.Provide coaching to branches to help provide efficient and effective use of our core systems.Monitor and report on system issues, areas for risk or common end user errors offering recommendations for actions required. Oversee action taking place including providing instructions as required.Who we’re looking for & what you’ve doneYou’ve obtained a diploma in Business, Finance or a related field, or spent at least 3 years within banking, preferably in operations or a centralized support centre. You know a thing or two about banking products, services, and delivery channels. You understand risk, banking policies and proceduresCapabilities that will take you furtherClient focused: Deliver outstanding client experiences at every interaction and execute on plans to continuously build the client experience, in line with CWB’s brand promise. Provide full-service solutions for clients with the view to be every client’s primary financial partner.Trouble shooting & problem solving. You approach work with a sense of wonder, learning how to adapt and solve problems utilizing your analytical and reasoning skills - making sound decisions, relying on your confidence to assess complex scenarios.Inquisitive nature. Keen to challenge the status quo and seek better ways to do things, with a strong commitment to learning and process enhancements.Subject matter expertise. You are a knowledge finder & keeper. You have the aptitude to learn, understand, and apply in a high volume, fast paced environment.Integrity. Strong moral compass and high integrity. Take pride in your work, demonstrating urgency, responsiveness, respect & confidentiality.Organization and time management. You have the knack to effectively manage several priorities simultaneously and a keen eye for details.Communication. You are clear & concise - both in written & verbal communications/presentations.Technologically savvy. MS Office aptitude is at an intermediate to advance level.Team player. You collaborate well with colleagues, leaders, & peers while striving to meet personal goals.Why work with us?Your success is our obsession! And our award-winning culture & benefits back it up.Proudly recognized by Great Place to Work® in 2023 as one of Canada’s top 50 Best Workplaces & recipient of Waterston Human Capital’s Most Admired Corporate Culture 2023. Wellness matters. We offer an award-winning benefits package that includes:Hybrid work environmentsEveryday flexibilityGenerous company-funded health coverageHealth care spending accountA flexible wellness programgenerous time-away options to unplug, rest & recoverCareer development. We commit to our employees’ development and help them reach their professional goals with:Organization wide coaching servicesMentorshipEducation support & training programsBring your whole self to work. Inclusion is a journey requiring practice & experience to result in a powerful outcome. Your perspective matters & voice will be heard. Find community within the CWB family in our employee represented groups.#LI-JA1IND-JAAs an equitable employer, CWB Financial Group is committed to providing a safe and inclusive environment where a diverse workforce thrives. You are welcomed and encouraged to bring your whole self to work. Dignity, respect and equality are non-negotiables. If you require accommodation during any part of the recruitment or selection process, please reach out.Closing Date:* Position closes at 12:01am on the close date identified below.05/8/2024