Position Summary Reporting to the Director of Operations, the Senior Manager, Payment Operations & Controls leads a team responsible for the execution, oversight, and continuous improvement of domestic and international payment processes. While formal reconciliations are owned by Finance, this role supports them through accurate transaction processing, exception management, and reporting. The role also oversees operational activities related to the bank’s securitization program. Additionally, it manages client mortgage payout processes, ensuring compliance and accuracy in penalty calculations, while partnering with the retention team to analyze attrition trends and support client retention efforts. The Senior Manager is accountable for maintaining strong controls, driving operational efficiency, and ensuring audit readiness and regulatory compliance across all areas of responsibility.

Major Duties & Responsibilities Leadership & Oversight:

• Set a clear strategic vision for the team, promoting collaboration, accountability, and operational excellence.
• Lead and manage end-to-end payment operations, including domestic and international wire transfers, EFTs, bill payments, cheque clearing, and real-time payments (e.g., Interac e-Transfers).
• Oversee operational processes supporting the bank’s securitization program, ensuring timely and accurate execution in coordination with Finance and Capital Markets.
• Manage mortgage payout operations, including preparation of payout statements, penalty calculations, and disbursements for clients exiting the bank.
• Ensure daily operations meet accuracy, timeliness, and compliance standards aligned with internal controls, regulatory requirements, and SLAs.
• Coach and mentor team members, fostering a high-performance culture.

Controls & Risk Management

• Design and maintain robust internal controls to mitigate operational, financial, and compliance risks.
• Support Finance in reconciliation processes by ensuring accurate transaction processing, investigating exceptions, and providing timely data and reporting.
• Lead resolution of financial exceptions and contribute to audit remediation efforts.
• Ensure compliance with regulatory and contractual obligations related to securitization and third-party reporting.
• Monitor risks associated with client exits and payout processes, implementing controls to mitigate financial and reputational exposure.
• Support internal and external audits, regulatory reviews, and enterprise risk assessments.

Process Optimization

• Drive continuous improvement and automation initiatives to enhance efficiency and accuracy in payment operations.
• Streamline mortgage payout and account closure workflows to improve client experience and reduce turnaround times.
• Analyze client exit data to identify trends and root causes, using insights to support retention strategies and operational enhancements.
• Collaborate with technology and business partners to implement system upgrades and new payment capabilities.
• Identify and eliminate process bottlenecks using data-driven decision-making.
• Support user acceptance testing (UAT) and production checkouts, including scheduled weekend deployments.

Reporting & Governance

• Prepare and present operational metrics, risk dashboards, and performance reports to senior leadership.
• Oversee third-party reporting for legacy lending portfolios, ensuring accuracy and compliance with external requirements.
• Provide insights on client attrition, payout volumes, and retention outcomes to inform business strategy.
• Ensure adherence to enterprise policies, procedures, and governance frameworks, maintaining audit readiness.

Stakeholder Engagement

• Serve as a key liaison with internal stakeholders (Finance, Compliance, Risk, Technology) and external partners (clearing houses, correspondent banks).
• Collaborate with the client retention team to proactively engage clients at risk of exiting, providing operational support to retention efforts.
• Coordinate with external service providers involved in securitization and mortgage servicing to ensure seamless execution and issue resolution.
• Represent the bank in industry forums, working groups, and regulatory discussions related to payment operations and innovation.

Additional Responsibilities

• Demonstrate flexibility with work hours, including availability on statutory holidays, to meet critical business and operational needs.
• Deliver high-quality results under strict deadlines in a fast-paced, evolving environment.