Service Operations Specialist, FISPAN
$75-88.1k
ERP banking platform
Be an early applicant
ERP banking platform
101-200 employees
Be an early applicant
$75-88.1k
101-200 employees
Company mission
FISPAN's mission is to help banks easily connect with their corporate clients.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
- 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
Our take
Small/medium sized businesses (SMBs) have come under heightened operational pressure over recent years. It’s no help that this group has historically been radically underserved by legacy banks, but now the tide is turning: many banking institutions are doubling down on improving the quality and efficiency of their commercial banking solutions, and software company FISPAN is helping them get there.
FISPAN helps companies embed their commercial banking services into the existing ERP or accounting software their customers use to run their business. It’s a great way for banks to outsource the level of innovation required to keep up with commercial client demand - and, therefore, a great way of competing with the more agile neobanks, who are siphoning off legacy banking clients in substantial numbers.
FISPAN’s astute positioning has made its platform increasingly attractive for banks under pressure to keep up with the break-neck pace of change in fintech. It’s taking advantage of it too, with plans to expand to the lucrative European and Asian Pacific banking markets.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Sep 2023
$2m
SERIES A
Dec 2021
$13.9m
SERIES A
Total funding: $39.9m
Company benefits
- 4-Week Vacation
- Health & Wellness Coverage
- 100% Parental Leave Top-Up
- Downtown Vancouver Offices & Amenities including fitness centre
- Daily Coffee Runs & Weekly Team Lunches
- MacBook / Apple equipment
Company values
- Transparency - We foster a culture of openness across all teams
- Achievement - We applaud individual, team, company, and client success
- Collaboration - We adopt a spirit of shared challenge with each other
- Inclusion - We stand for diversity on its own merits
- Trust - We endorse the individual agency of our people
Company HQ
Coal Harbour, Vancouver, BC
Articles
Leadership
Andrea Zand
(Operations Lead)A Simon Fraser University Graduate, with previous experience as an Operations Manager at Aisco Industrial Supply.
Clayton Weir
(CEO)Previously worked as a Senior Analyst and then Head of Growth at BC Tech. Underwent a Teaching Team entrepreneurship with the University of British Columbia, and spent over 5 years on the board of car-sharing co-operative Modo.
Lisa Shields
(Executive Chair)Held senior software engineering roles at MacDonald Dettwiler and Environmental Criminology Research Inc., before moving on to found and serve as CEO/Director of gig economy global payments company Hyperwallet. They are a committee member for FinPay Canada, and on the Board of Directors for Thinkific.
Valery Novikov
(CTO)Held a number of senior software roles at Netcracker Technology, before moving on to found NV Trading. Alongside work at FISPAN, they work as an Instructor at UBC Sauder School of Business.
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