Desktop Support Analyst

Desktop Support Analyst – Senior

Line of Business: Global Trading Solutions

Job Family Group: Customer Shared Services

Role Mandate: The role will provide support and deliver operational processes to ensure timely and accurate processing of securities and trade transactions are booked correctly in systems for clean downstream settlement. It will involve providing guidance and execution in the support and booking of new strategies, and daily capture of transactional information to support downstream analytics and financial accounting processes for high-level internal and external stakeholders. The role will also support the maintenance of appropriate governance and controls over the trade capture process.

Team Structure: The contractor will join the small team of 4, including the Hiring Manager. The work is highly collaborative.

Role Responsibilities:

• Provides advice and guidance to assigned business/group on implementation of solutions.
• Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Helps determine business priorities and best sequence for execution of business/group strategy.
• Communicates with internal business partners and external customers to respond to standard and non-standard inquiries.
• Monitors and tracks performance, and addresses any issues
• Breaks down strategic problems, and analyses data and information to provide insights and recommendation.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.
• Provides input into the planning and implementation of operational programs.
• May assist with activities such as coordination and scheduling of work, resource forecasting, work flow and activities of the team, including assigning work, periodically reviewing output, providing input to employee performance reviews, quality control, training, team coaching and guidance, operations research and problem resolution.
• Fulfills routine and frequently non-routine transactions, internal business partner and/or external customer inquiries/requests, and/or audit/reconciliation activities.
• Analyzes and resolve complex issues efficiently and effectively in accordance with Bank and industry standards.
• Acts as primary back-up to team members and as back-up to the manager.
• Evaluates circumstances requiring exceptions and engages senior management for resolution where required.
• Resolves standard and relatively straightforward issues, referring non-routine issues to more senior team members and/or manager.
• Identifies business needs, designs/develops tools and training programs; may include delivery. of training to audiences.
• May acts as the day to day contact for vendors; supports the implementation, maintenance, and sustainment of vendor solutions.
• Provides input and analysis into the continuous improvement of business processes and procedures and participates in the planning, testing and implementation of projects and new/ revised products/services or processes as required.
• Follows documented policies and procedures to execute day to day transactions, activities, processes and ensure all Service Level Agreements(SLAs) are met. Checks and reconciles information and documentation to ensure accuracy and completeness.
• Analyzes data and information to provide insights and recommendations.
• Identifies and analyzes issues and problems, and resolves discrepancies in a timely manner. Deals with clients directly to resolve trade issues and/or escalates as required.
• Communicates and collaborates with internal and external stakeholders in order to deliver on business objectives.
• Develops and maintains effective relationships with internal & external stakeholders to execute work and fulfill service delivery expectations.
• Collaborates in development/implementation of new processes/systems and changes/improvements to existing systems and processes.
• Understands the regulatory requirements and risks inherent in the operations and ensures appropriate actions are taken and operational integrity is maintained.
• Supports the development of tools and delivery of training focused on delivering business results.
• Focus is primarily on business/group within the bank; may have broader, enterprise-wide focus.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently on a range of complex tasks, which may include unique situations.
• Broader work or accountabilities may be assigned as needed.
• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Must Have Skills:

• 5+ years of relevant experience, especially work provided in a middle office setting
• Knowledge of trade cycles and day to day understanding of operations
• Knowledge and experience using relevant systems and technology – In-depth.
• Knowledge and understanding of the business unit's key products and services, processes and controls – In-depth.
• Knowledge of the risk and regulatory requirements of the business – In-depth.
• Prioritization skills – Good.
• Customer service skills – In-depth.
• PC skills (MS office, automation, especially enhancing/streamlining processes)– In-depth.
• Ability to multi-task in a fast-paced environment.
• Ability to take initiative and work independently, while escalating when necessary
• Technical proficiency gained through education and/or business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.

Nice to Have Skills:

• Relevant postsecondary
• Experience with ADP, Fidessa, or Genesis Global
• Previous experience supporting high level managers
• Previous FI experience

Interviews:

2 rounds in person over teams, 30-45 minutes each with the HM and team members

EEO Employer