Individuals 
understand their 
own area and are 
able to perform all 
facets of their role.
• They have 
experience in 
most issues that 
may arise, 
although require 
guidance with new 
assignments or 
assignments 
outside normal 
scope of work.
• They manage 
projects with 
oversight from 
their supervisor. 

Leads operational 
support for 
activities 
associated with all
phases of 
transaction 
processing. 
• Establishes solid 
working 
relationships with 
clients and internal 
departments to 
resolve escalated 
issues. 
• Applies discretion 
and independent 
judgement to 
identify when 
deviation from 
standard practice 
is required, 
without prior 
approval. 
• Takes 
responsibility to 
improve service, 
efficiency and 
quality of work 
performed. 

 Typically require...