Manager, Incident Response & Resiliency; Bilingual Spanish

Requisition

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Manager, Payments Incident Response & Resiliency will be responsible for leading and coordinating the response to critical incidents impacting the bank's global payment systems. This individual will also support the mapping and documentation of payments and technology assets across the bank. Fluency in both English and Spanish is required to support international teams and stakeholders.

• Communicate effectively in both English and Spanish to support collaboration across international teams and stakeholders in multi-regional payment operations.
• Lead and support the incident response process for payment applications, ensuring timely identification, classification, prioritization, and resolution of payment-related incidents.
• Prioritize client impact during incidents, maintaining transparent and effective communication with stakeholders to uphold trust and minimize disruption.
• Identify, track, and ensure follow-through on action items from post-incident reviews and root cause analyses, driving continuous improvement in payment systems resiliency, reliability, and stability.
• Support the identification, definition, and benefit quantification of operational change proposals aimed at enhancing resiliency through prevention and effective recovery strategies.
• Optimize resilient operational processes by collaborating with cross-functional teams—including Business, Operations, Finance, Compliance, AML, and Technology—to drive end-to-end efficiency within the global payment’s ecosystem.
• Contribute to the successful implementation of key enhancements across people, processes, and technology to strengthen the resiliency of payment systems and services.
• Assist in documenting end-to-end payment journeys, operational capabilities and target-state processes, aligning with the overall transformation and resiliency strategy, SME input, and senior leadership direction.

• Fluent in English and Spanish.
• Bachelor’s degree in Business, Engineering, Computer Science or equivalent.
• 3+ years of experience in payments operations, incident management, or related field.
• Proven experience in end-to-end incident management for critical payment systems, including triage, severity assessment, stakeholder coordination, and driving timely resolution to minimize client impact.
• Knowledge of high-value and low-value payments domains is considered an asset, including wire payments, SWIFT, ISO
  20022, FI Clearing, Financial Market Infrastructures (FMI), global RTGS models, as well as ACSS, EFTs, ACHs, bill payments, cheque processing and clearing, Interac, and real-time payment and settlement frameworks.
• Ability to design and navigate through conflicting priorities, turning ambiguity into clarity in a fast-changing environment.
• Strong analytical skills, results orientation and data-driven approach in decision making via KPIs and metrics.
• Familiar with operational process design, understanding lean methodologies to create end-to-end process improvements.

• A rewarding career path with diverse opportunities for professional development.
• An organization committed to making a difference in our communities – for you and our customers.
• A competitive rewards program includes annual bonus, flexible vacation, personal and sick days, and comprehensive benefits that start on your first day.
• Diversity, Equity, Inclusion & Allyship – We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and embraced through bias-free practices and inclusive values across the company. We embrace diversity and provide opportunities for all employees to learn, grow & participate through our various Employee Resource Groups that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations – We value the unique skills and experiences every individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. We continue to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.

Location(s):
Canada :
Ontario :
Toronto