Payments and Administration Specialist

10 Percent Recruiting Ltd; Edmonton; Hybrid; CAD 85,000 - 105,000; Full time

Job summary

Our client, located downtown Edmonton, is seeking an experienced Payments & Operations Supervisor to join their Payments Department. You will be responsible for supporting the delivery, administration, reconciliation, and continuous improvement of payment services and operational processes while providing leadership and oversight to a team of Payment Support Representatives.

You bring strong payment operations experience within a financial institution, proven leadership capabilities, excellent

Qualifications

• Degree or diploma in Business, Finance, Accounting, IT or related field.
• Minimum 5 years in payment operations within financial services.
• At least 2 years in supervisory/leadership role.

Responsibilities

• Provide direct supervision and support to Payment Support Representatives.
• Ensure high level of customer support and service quality.
• Oversee daily payment operations and reconciliations.
• Collaborate with IT and vendors to keep payment systems operational.
• Drive process improvements and documentation enhancements.

Skills

Payment operations

Leadership

Stakeholder management

Analytical thinking

Problem solving

Communication skills

Multitasking

Microsoft Office

Education

Post-secondary degree or diploma in Business/Finance/Accounting/IT

Tools

Microsoft Office

Job description

Title: Payments & Operations Supervisor

Location: Alberta (Onsite Based On Business Requirements)

Position Type: Full-Time, Permanent

All applicants must be legally entitled to work in Canada.

The Position

Our client, located downtown Edmonton, is seeking an experienced Payments & Operations Supervisor to join their Payments Department. You will be responsible for supporting the delivery, administration, reconciliation, and continuous improvement of payment services and operational processes while providing leadership and oversight to a team of Payment Support Representatives.

You will ensure payment systems operate efficiently, accurately, and securely while providing exceptional support to internal stakeholders, vendors, and customers. You will also be responsible for supervising day-to-day payment operations, coaching team members, maintaining service standards, and helping drive operational excellence across the department.

You brings strong payment operations experience within a financial institution, proven leadership capabilities, excellent analytical and problem-solving skills, and a commitment to customer service excellence.

What You'll Do

Leadership & Supervision

• Provide direct supervision, guidance, and support to Payment Support Representatives.
• Ensure a high level of customer support and quality service is provided by employees.
• Monitor workflow to ensure work is completed accurately and within established schedules and cut-off times.
• Coach and develop team members while fostering a collaborative, customer-focused environment.
• Provide coverage for Payment Support Representative responsibilities as required to accommodate vacations and other absences.
• Contribute to ongoing employee development and knowledge sharing within the department.

Payment Operations & Administration

• Perform daily, monthly, and annual payment operations activities in a timely and accurate manner.
• Maintain operational documentation, procedures, and records for customers, employees, and business processes.
• Complete payment and billing reconciliations and investigate discrepancies.
• Manage debit card inventory, including ordering, tracking, and maintaining appropriate stock levels.
• Support payment technologies and services including debit card platforms, PIN pads, ATMs, CAFT services, and related operational systems.
• Work with vendors and internal IT teams to ensure payment systems remain operational and aligned with business requirements.
• Plan, coordinate, and execute payment service, operational, and technology updates and deployments.
• Investigate payment exceptions, operational issues, and suspected fraudulent activity.
• Support continuous improvement initiatives that enhance operational efficiency and service delivery.

Customer & Stakeholder Support

• Provide backup support for Payment Support Representatives as required.
• Respond to and resolve payment-related inquiries and issues escalated by customers and internal stakeholders.
• Work closely with regional offices and business units to deliver exceptional service.
• Liaise with regional office personnel to provide advice and support customer service expectations.
• Work with payment service providers, vendors, and internal teams to ensure the timely and efficient delivery of payment services.
• Escalate complex or unresolved issues to the Payments Manager.
• Maintain accurate records of support activities, issue resolution, and operational logs.
• Build and maintain productive relationships with service providers, vendors, and internal teams.

Technology & Process Improvement

• Collaborate with vendors and IT teams to implement operational process improvements and system enhancements.
• Assist with testing and deployment of operational and technology updates.
• Identify opportunities to improve payment processes, controls, and customer experiences.
• Support department projects and strategic initiatives.
• Maintain current industry knowledge through ongoing education and professional development.

General Responsibilities

• Contribute to a collaborative and team-oriented department culture.
• Share knowledge and best practices with colleagues.
• Demonstrate sound judgment, accountability, and strong decision-making skills.
• Maintain a thorough understanding of payment products, transactional flows, operational procedures, related accounting practices, and company services.
• Support departmental and organizational goals through active participation in projects and initiatives.
• Take an active leadership role in supporting the ongoing success of the Payments Department.

Qualifications & Requirements

Required

• Post-secondary degree or diploma in Business, Finance, Accounting, Information Technology, or a related field.
• Minimum 5 years of professional experience in payment operations within a financial institution or similar financial services environment, including at least 2 years in a supervisory or leadership capacity.
• Strong experience with core payment services, including:
• Cheque and paid-item processing
• Automated Funds Transfers (AFT)
• Wire payments
• Debit card operations
• Demonstrated experience leading, coaching, and developing employees.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Proven ability to build effective relationships with stakeholders, service providers, customers, and team members.
• Strong analytical, organizational, and problem-solving abilities.
• Demonstrated commitment to delivering exceptional customer service.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office applications.

Nice to Have

• Experience with Interac e-Transfer, ATM services, merchant services, and related payment technologies.
• Experience supporting fraud monitoring and investigations.
• Knowledge of payment industry regulations, controls, and best practices.
• Experience working with external vendors and technology providers.
• Experience leading operational teams and managing service delivery standards.
• Project coordination, systems implementation, or deployment planning experience.