Problem Management, Lead

Interac; Toronto; Hybrid; CAD 110,000 - 125,000; Full time

Benefits offered by this job

Generous vacation and wellness days

Comprehensive employer-paid benefits

RRSP program to invest in your future

Flexible hybrid work model

24/7 employee & family assistance

Parental leave top-up

Charitable donation matching with UN

Job summary

Interac is seeking a Problem Management Lead to guide end-to-end problem lifecycle activities, root cause analysis, and preventative remediation within a regulated financial services environment. You will drive collaboration with internal and external stakeholders to ensure service levels are met.

Join a team focused on maturing ITSM practices, process design, and tooling enablement, while enjoying a flexible hybrid work model and comprehensive total rewards at Interac.

Qualifications

• 4 to 5 years of experience in a Problem Management role preferably in Financial Services
• Experience working in a regulated industry
• The ability to collaborate effectively with both internal and external stakeholders
• Experience leading change and driving continuous improvement
• Eligibility to work for Interac Corp. in Canada in a full-time capacity

Responsibilities

• Guided by ITIL v4 Problem Management practices, enterprise policies, and regulatory expectations, the role provides overall direction for the end-to-end problem lifecycle, including major problem investigations, root cause analysis standards, trend and risk analysis, and preventative remediation.
• As a lead, within a critical service delivery function, the role is responsible for building stakeholder confidence in Interac’s ability to meet our service level commitments
• In addition to operational leadership, the role is responsible for advancing the maturity of the Problem Management practice, including process design, tooling enablement, metrics, reporting, audit readiness, and integration with related ITSM practices

Skills

Problem Management

ITIL Knowledge

Stakeholder Management

Change Leadership

Job description

Who We Are:

Every transaction matters. Every Canadian matters. At Interac, we protect both — driving trust, security, and inclusion, so our digital economy thrives.

Founded in 1984, Interac connects Canadians through secure digital payments, advanced identity verification and industry-leading fraud protection. Connecting banks, businesses, and individuals, Interac enables millions to send, receive, and manage money safely and effortlessly every day — across both digital and physical environments.

As the backbone of Canada’s financial ecosystem, Interac facilitates over 20 million transactions daily, supported by trusted partnerships with government and financial institutions. Consistently ranked as Canada’s most reputable financial technology brand, Interac is deeply embedded in the daily lives of Canadians.

Who You Will Work With:

The vacant Problem Management, Lead role will report to the Leader Process and Operational Excellence as part of a team providing operational oversight for the Real Time Rail payments systems

What You Will Do:

• Guided by ITIL v4 Problem Management practices, enterprise policies, and regulatory expectations, the role provides overall direction for the end-to-end problem lifecycle, including major problem investigations, root cause analysis standards, trend and risk analysis, and preventative remediation.

• As a lead, within a critical service delivery function, the role is responsible for building stakeholder confidence in Interac’s ability to meet our service level commitments

• In addition to operational leadership, the role is responsible for advancing the maturity of the Problem Management practice, including process design, tooling enablement, metrics, reporting, audit readiness, and integration with related ITSM practices

What You Bring:

• 4 to 5 years of experience in a Problem Management role preferably in Financial Services

• Experience working in a regulated industry

• The ability to collaborate effectively with both internal and external stakeholders

• Experience leading change and driving continuous improvement

• Eligibility to work for Interac Corp. in Canada in a full-time capacity

• ITIL Knowledge

What We’re Offering:

The hiring range for this position is $110,000.00 - $125,000.00, and you will also be eligible for our short-term incentive plan. The exact amount will depend on factors such as skills, experience, and job-related knowledge, but Interac’s commitment goes beyond compensation. Our Total Rewards package is designed to support your well-being and future, and includes:

• Generous vacation and wellness days to help you recharge

• Comprehensive employer-paid benefits coverage for peace of mind

• Market-leading employer-funded RRSP program to invest in your future

• Flexible hybrid work model for better work-life balance

• Access to a free and confidential 24/7 employee & family assistance program to offer support for you and your immediate family

• Pregnancy and parental leave top-up to support growing families

• Charitable donation matching with United Way to amplify your impact

Why Join Us?

At Interac, the impact we make, and the people who drive it, is profound. When you become part of our team, you’re joining a purpose-driven organization that’s shaping the future of digital finance in Canada. Here’s what you can expect:

• Investing in the Future – Help us unlock digital prosperity for all Canadians.

• Innovative Thinking – Collaborate on products, practices, and platforms that redefine what’s possible.

• Inclusive Culture – Be empowered to bring your whole self to work and realize your full potential.

• Inspiring Community – Work in an ecosystem where we lift each other up and rise together.

• Intentional Support – Enjoy flexible, supportive offerings that prioritize your total wellness.

Additional Pre-Employment Requirements:

To ensure the integrity of our organization, successful candidates will be required to complete background checks, which may include, Canadian Criminal Credit Check, Canadian ID Cross-Check, Public Safety Verification, 5-year Employment Verification, Education Verification, Credit Check, and Social Media Check.

Equal Opportunity Employer

Interac is also an equal opportunity employer committed to fostering a diverse and inclusive workplace. We believe that innovation thrives when people from different backgrounds, experiences, and perspectives come together. That’s why we are committed to providing fair and equitable employment opportunities for all individuals, without discrimination based on race, color, ancestry, ethnic origin, place of origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, marital or family status, disability, or any other characteristic protected by applicable law.

If you require accommodation during any stage of the application or recruitment process, please contact us at [e-mail]. We will work with you to meet your needs.