Operations Manager, PPGF Canada

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Report on status, any potential issues, and actions to correct/mitigate issues regularly, and take actions to mitigate/fix issues as needed, collaborating with necessary team members across the organization. Identify and lead the execution of operational improvements for PPGF Canada that would increase our ability to scale and decrease customer support issues. Support processes to enhance charity relationships and impact in Canada and the US. Prepare for review and submit ongoing regulatory reports and returns, and manage processes to ensure we continue to meet our regulatory requirements. Partner with the PPGF accounting team to support and improve the payout and related processes for Canadian charities, so that payouts, reassigns, and related activities are running smoothly. Refine charity directory data management, risk management and counter-fraud processes in partnership with teammates in US and other countries. Identify and implement fixes to resolve issues going forward, if any. Identify and meet data acquisition needs for PPGF globally. Pull data reports and information from various systems using data tools (such as SAP HANA, Looker, BigQuery SQL, Tableau) as needed. Develop a strategy and conduct analysis of raw data to identify areas of focus for PPGF, such as for charity outreach and operational improvements in Canada and globally. Coordinate with team to provide timely and efficient customer correspondence, including managing our email inbox to research and action requests, and respond to queries. Support and partner with customer support teams (EN and FR) to ensure donor and charity issues and escalations are resolved. Represent PPGF Canada by attending and assisting with conferences/events as needed. Professionalism & Communication: High level of judgment, handling confidential information and sensitive communications with care. Detail-oriented with the ability to conduct review checks and produce complete and accurate final products without much supervision. You strive for excellence in everything you do, and bring an ownership mentality to your work. Committed to seeing tasks through and seeking solutions beyond one's expertise. Eager to innovate and streamline processes. Proactive about communicating work status and any live or anticipated issues to appropriate contacts. An effective communicator, with strong oral and written skills. English fluency required, French fluency highly preferred. Self-Starter: Ability to drive vision and purpose, creating an environment where people are motivated to do their best to help the organization achieve its objectives. You thrive in a dynamic, global environment with high-achieving, action-oriented colleagues. Exceptional prioritization and organizational skills, you work well under demanding timelines and have a keen eye for detail, with an ability to finish projects to the highest level. Flexible in response to changing business priorities. Cross-functional Collaboration: Ability to handle ambiguity and dependencies on external organizations, with a strong service mentality. You are highly collaborative with exceptional interpersonal and relationship-building skills. Analytical Skills: Exceptional ability to handle large datasets, and to develop and implement a logical analysis plan with strong critical thinking skills. Excel power user, including strong command of filters, pivot tables, and vlookups. Advanced proficiency in other Microsoft Office apps (Word, Outlook, PowerPoint). Proficiency in Looker, SQL and scripts to pull data preferred. Experience: Minimum 10 years of relevant professional experience. Experience in a start-up, consulting and/or corporate-charity partnership environment, as well as experience working within larger organizations. Understanding of governance and compliance, including fundraising compliance and effectiveness, in the charity sector and/or payments sector. 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