Service Operations Specialist

Our Business

FISPAN is an Enterprise SaaS FinTech start-up that allows for banks to deploy embedded financial products and services to create a seamless banking connection for their corporate clients. Our product aims to provide instant scale and reach for banks who want to remove friction and add value by enabling their commercial banking clients to access banking services through their preferred operational software. Founded in 2016 by respected and renowned entrepreneur Lisa Shields, FISPAN is on a mission to create the best product in the FinTech industry, and fundamentally change the way that companies bank. Being the market leader in ERP-banking, we work with the world's Tier 1 banks with assets exceeding up to $3T, including J.P. Morgan Chase.With our rapid growth and global expansion, we are looking for dynamic and passionate individuals to join our team and inclusive culture. FISPAN recognizes that the differences in each of us is what makes FISPAN a different kind of business. Being a Vancouver based start-up, our modern and scenic office is located in downtown's historic Marine Building.

As a Service Operations Specialist, you will play a vital role in driving the success of our strategic partnerships and fostering long-term, mutually beneficial relationships. Your ability to build trust, provide value, and collaborate effectively will be key to achieving partner satisfaction, a scalable process, and smooth hand over to our service operations teams.

Key Responsibilities:

• Product Expert
  • Understand the technical requirements for payment lifecycle and client onboardings
  • Provide guidance to partner internal teams supporting the FISPAN solution products and services effectively.
    
  • Walk pilot clients through initial implementations
    
  • Provide expertise to our partners, clients, and internal service teams on our product or process
    
• Pilot Client Implementations
  
  • Hand hold pilot clients through onboarding process
    
  • Work with engineering, implementations, and product manager teams on bug fixes and issues during the pilot phase
    
  • Review the service design plan and make adjustments to associated documentation
    
  • Ensure target deadlines are met including target dates for general availability of our bank program
    
• Build and Implement an operational readiness plan
  
  • Responsible for executing on operational readiness plan
    
  • Work with banks and internal servicing teams on change management and general availability of new product
    
  • Create and review training and documentation
    
  • Ensure that target training and readiness deadlines are met

What you will be measured on:

• Time to revenue
  
• Bank Partner and Client Experience
  
• Pilot Timeline against Target Deadlines
  

Required Skills and Qualifications:

• 3-5 years of experience in Customer Success Management or Account Management
  
• Experience with B2B Platforms
  
• Bachelor's degree in Commerce, Information technology, or related field
  
• Ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapt to change, and be comfortable with ambiguity
  
• Program Management: Ability to successfully oversee and coordinate multiple projects or initiatives to achieve set objectives and targets
  
• Detailed-oriented: Ensuring that tasks, responsibilities and commitments are completed timely
  
• Strong Communication: Excellent communication skills to compose value-based emails, deliver concise presentations, and turn complex topics into consumable content
  
• Customer Obsession: Resolute focus on the needs of the customer above all. Views problems through the customer's lens first, basing decisions and prioritization around their needs
  
• Follow-through: High motivation, bias to action and strong prioritization. Can work proactively and independently to bring all assigned work to completion with speed and accuracy
  
• Empathy: Able to relate to others with a different view or experience. Quickly keys into the needs of customers or collaborators, demonstrating sensitivity in responding to challenges
  
• Collaboration: Assertive with humility—able to lead change in a positive way. Maintains high standards for verbal and written communication, and is always professional under pressure
  
• Analytical thinking: Leverages experience and expertise to quickly identify and comprehend complex problems. Adept at understanding how technical things work and walking someone else through the details
  

Why Work With Us?

• Experienced team

Our CEO's previous venture, Hyperwallet, was purchased by Paypal and ranks as one of the largest Canadian acquisitions! All of our Co-Founders are seasoned professionals within their field. Join our team to build your network and engage in mentorship opportunities.

• Start-Up Environment

FISPAN's start-up nature implies autonomy and leadership over projects. Our employees hold a higher level of responsibility and are presented with various hands-on opportunities from the get-go. We want our team to reach their full potential and career aspirations.

• Rich Culture

We understand that personal growth happens on multiple levels, which is why we encourage a work-life balance to have family time, explore new ideas and develop hobbies. At FISPAN, you can also expect various (virtual) company-wide events and clubs to drive engagement.

• Perks

Our prime downtown Vancouver office is close to a Skytrain, prestige shopping, and coastal views. FISPAN employees have access to our building fitness centre and amenities, fully stocked cupboards, weekly team lunches, and daily coffee runs. We also set our employees up for success by providing the most modern MacBook and Apple equipment.

Compensation and Benefits Package

FISPAN believes in an atmosphere and culture when innovation can flourish, collaboration and teamwork are valued and transparency is at the core of it all. We want our employees to see how the ideas they help generate today have an impact on how we do business tomorrow.With that, the hiring salary range for this position is $75,000-$88,120 annually; the base pay offered is based on comparable market data from companies of similar employee size, revenue and location.As part of our total rewards offering, permanent employees in this position may be eligible for our competitive semi-annual bonus program, subject to program eligibility requirements.

At FISPAN, we reward employees for achieving their objectives, going beyond the requirements of their job, demonstrating leadership, fostering innovation and advancing the organization as a whole. We value talented people of all backgrounds and characteristics that share our vision of being the number one platform for the business banking ecosystem.

Other components of our towards rewards offerings include support of career development, wellbeing, and personal growth.

• Extended health and dental benefits
• Paid time off
• Savings and retirement plan matching
• Parenthood top-up
• Mentorship programs, and leadership series (to name a few)

Note: The incentive programs, benefits, and perks have certain eligibility requirements and may vary, only be partially or not at all available based on criteria such as location, employment status, etc. We'll be happy to clarify eligibility for interviewing candidates.

Diversity, Equity & Inclusion

As FISPAN continues to grow, we are committed to celebrating diversity, endorsing equity, and encouraging inclusion. This starts in the recruitment process. All job postings are first evaluated in a gender decoding platform to ensure fair candidate pools. Human Resources and hiring managers also engage in blind-hiring and resume review practices to ensure we are being objective and mitigating any potential biases. FISPAN'S underrepresented groups stand at over 50% with an equal gender balance in our upper manager team, as well. Notably, this position is within the Product department which has our most underrepresented groups representation at over 50% of the department. We aim to make FISPAN the best place to start, explore, and grow a career for everyone.