Contact Centre BA

3 weeks ago

North York, Canada Scotiabank Full time

Requisition ID: 200134

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

As the CCaaS Business Analyst, you will contribute to the overall success of the CCaaS Team by ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives. You will also ensure all activities conducted are in compliance with governing regulations, internal policies and procedures. You will be involved in gathering business requirements, writing functional/technical specifications, creating test scripts/plans, analyzing and documenting systems and applications, and working with Developers, Testers and Management. The CCaaS Business Analyst collaborates efficiently with stakeholders to optimize the solutions design, to meet the projects goals and expectations

Accountabilities

  • Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
  • Analyzes current state business and IT process and systems, with a specialty in Telephony Call Routing, Virtual Voice Assistants (e.g. AI IVRs) and Workforce Management Systems.
  • Understand end-to-end Customer Journeys and their supporting IT Systems
  • Support design of future state business and IT process and systems to informs key decision makers and management of recommended and alternative solution options
  • Clarify Business functional and non-functional system requirements
  • Builds and maintains strong, effective relationships with business and IT partners
  • Supports maintenance changes, enhancements, and major production releases.
  • Develops test plans and supports testing team execution
  • Support Change Management and Communications teams
  • Facilitate re-occurring solution design sessions
  • Partners with the Business and IT Engineering / Architecture teams to understand and design future state solutions.
  • Document, communicate and solution integration requirements
  • Support and/or author Agile User Stories in JIRA
  • Author lightweight and detailed business and IT documentation (artifacts such as current / future state, User Stories, Executive briefings, story maps, testing plans, etc.).
  • Manage competing priorities in a dynamic work environment.
  • Continually acquire and enhance his/her knowledge of Retail Banking products, Contact Centre Best Practices, Compliance & regulatory requirements as well as the rapidly changing technologies.
  • Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
  • Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team

Education and Experience:

  • Relevant degree (e.g., Bachelor's or Master's) in Business, Computer Science, Information Systems, or related fields.
  • 3-5 years Call centre Telephony, IVR, WFM experience is required
  • PEGA and AS400 integration experience an asset
  • Demonstrated success in working on multi-disciplinary initiatives of varying sizes and complexity, efficiently and effectively, ensuring all elements of change are considered, understood and managed
  • Strong organizational skills to coordinate and prioritize a number of concurrent projects / demands
  • Strong planning and analytical skills
  • Ability to compile, analyze, and understand large data sets, developing and communicating relevant insights
  • Ability to think critically and use a data-driven approach to make decisions / influence outcomes
  • Excellent attention to detail
  • Ability to take calculated risks supported by clear rationale (e.g. industry trends, competitive research, and positive cost benefit analysis)
  • Strong communication skills(verbal and written) to influence all levels of the organization through the presentation of insight based on sound research and analysis
  • Strong leadership and interpersonal skills that facilitate a positive and effective team environment at all levels of the organization
  • Thorough knowledge of the Bank's application systems and their relationship within the Bank
  • Thorough knowledge of Contact Centre technology and ability to evaluate solutions and options offered by service providers
  • Facilitation / Communication experience across diverse audiences
  • Thorough knowledge of Agile Principles considered an asset
  • Proficient knowledge of MS Office (ex. Word, Excel, PowerPoint, Project)


Location(s): Canada : Ontario : North York

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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