What’s in it for you as an employee of QFG?
- Health & wellbeing resources and programs
- Paid vacation, personal, and sick days for work-life balance
- Competitive compensation and benefits packages
- Work-life balance in a hybrid environment with at least 3 days in office
- Career growth and development opportunities
- Opportunities to contribute to community causes
- Work with diverse team members in an inclusive and collaborative environment
This job posting is for an existing vacancy
We’re looking for our next Business Process Owner (Credit Card). Could It Be You?
The Senior Operations Analyst is the strategic visionary and end-to-end architect of Quest Bank’s operational processes. This role holds ultimate accountability for the health, efficiency, and continuous improvement of core business workflows. The analyst will bridge the gap between executive strategy and technical execution, ensuring that every automated "Future State" workflow aligns with long-term business goals, regulatory requirements, and a superior client experience. Serving as the critical liaison between IT and senior product leadership, they will balance credit card product management by navigating the intersection of client experience, transaction processing, and credit risk technology issues.
As the primary decision-maker for process design, the Senior Operations Analyst acts as the champion of the "Single Source of Truth" and a client-centric approach. The ideal candidate must possess a deep understanding of core operations to generate maximum efficiency in interchange fees, interest calculation, payment processing, and financial reconciliation, ultimately managing the end-to-end role definition required to seamlessly serve a client from initial client service contact to back-office dispute and chargeback resolution.
Need more details? Keep reading…
- Strategic Process Governance: Define the long-term vision for operational processes and ensure alignment with Questbank’s strategic objectives.
- End-to-End Process Accountability: Own the design, implementation, and performance of business processes, moving beyond functional translation to full lifecycle management.
- Automation Strategy & Leadership: Lead the transition from manual operations to intelligent, automated systems, ensuring that "Strategic Accuracy" and "Next Best Action" logic are embedded in all technical solutions.
- Stakeholder Management: Act as the key liaison between IT and senior product leadership to negotiate priorities and translate operational needs into high-level technical roadmaps.
- Change Management: Drive the adoption of new intelligent systems within the Operations Squad, ensuring that comprehensive strategic documentation leads to a culture of continuous improvement.
- Data Integrity & Stewardship: Serve as the final authority on data flow within the Vault Ecosystem, ensuring "Zero Copy" data integrity and the elimination of manual silos.
- Performance Optimization: Establish KPIs and "Future State" benchmarks to measure process effectiveness, prioritizing client-centric outcomes over traditional product-based metrics.
So are YOU our next Business Process owner (Credit Card)? You are if you have…
- Experience: 7-10 years of experience in business process management (BPM), operations leadership, or digital transformation, with a proven track record of owning large-scale process lifecycles within the financial services industry.
- Education: Bachelor’s or Master’s degree in Business, Finance, Engineering, or a related field; Lean Six Sigma or BPM certification preferred.
- Credit Card Lifecycle Management:
- Deep understanding of the end-to-end cardholder lifecycle, including card issuance, account maintenance, credit line adjustments, billing cycles, and card renewal operating environments.
- Payments, Billing & Chargebacks: Advanced knowledge of card processing infrastructure, payment clearing, interchange fee structures, interest calculation engines, and the Mastercard/Visa dispute and chargeback networks.
- Regulatory & Card Scheme Compliance Awareness: Ability to ensure all newly designed processes and automated "Future State" workflows remain strictly aligned with financial regulations, lending compliance standards, and payment network (PCI-DSS, Visa/Mastercard) operating rules.
- Strategic Design: Expertise in developing client-centric "Future State" workflows and dismantling product-based silos.
- Technical Literacy: Deep understanding of automation tools, "Zero Copy" data architecture, and the technical "plumbing" required for modern financial operations.
- Leadership: Demonstrated ability to lead cross-functional teams, manage high-level stakeholders, and guide Senior Managers and technical developers through complex implementations.
- Critical Thinking: Ability to translate complex process mining insights into a clear, actionable roadmap for business growth.
Compensation Information:
- Base salary range: $120,000 - $140,000
- The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.
Sounds like you? Click below to apply
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