Manager Business Analysis

1 month ago

Toronto, Canada Scotiabank Full time

Requisition ID: 204511

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

The Manger, Business Analysis Continuous Improvement (CI) reports to the Director, Continuous Improvement and Digital Enablement and is responsible and a key contributor to the CI practice to improve top client journeys and the employee experience.

The Manager is responsible for initiating and/or assisting with the initiation, research, recommendation and development of optimal project and process solutions for the Canadian Contact Centre (CCC), ensuring a positive/consistent client experience and efficient end-to-end systems and processes. It is also responsible for supporting deepdive analysis of competitors and market best practice for Contact Centre call drivers and best practices.

This role encompasses looking at ways to increase revenue generation, control or reduce costs through the streamlining of existing processes or functions as well as introducing new initiatives. Analytical skills and data analysis are required.

Where necessary, research of viable solutions through existing departments in the Bank or external vendor partners will be required. The Manager may work independently or may be part of a cross-functional team involving individuals from product areas, support groups, and Canadian Banking Teams.

The position requires a creative, self-starter who is results-oriented and highly motivated in both the application of knowledge and execution of projects. The Manager acts as a true change agent and as a champion of the Agile methodology, partnering with other Agile project Continuous Improvement teams to share best practices and help mature the organization's agility

Is This Role Right for You? In this role, you will:

  • Drive competitive analysis for top call drivers and key Contact Centre processes and ensure those are shared with all stakeholders within CCC and other teams within the bank for awareness and to drive change.
  • Work in partnership with internal teams responsible for gathering Bank performance metrics via internal and external/vendor-based client surveys and identifying impacts of key trends related to targeted client experience journeys.
    • Bi-weekly Bank Peer Report
    • Quarterly Insights report for CCC - Leverage CCC performance data from multiple sources to create reports on key trends and areas of opportunity for CCC executive leadership
    • Competitive NPS analysis for CCC
  • Ensure that projects/process changes are cost-effective and consistent with the strategies and objectives of the CCC management team. He/she is a key contributor to the development of business requirements and implements initiatives using standard project methodology through the preparation of appropriate documentation.
  • Work in partnership with CCC and technical teams, as well as other partners in the Canadian Domestic Bank, to ensure that implementation of strategic initiatives/ projects meet the needs of the Contact Centres.
  • Lead the monitoring of post implementation Product Backlog items (PBIs) benefits and ensure initiatives are properly anchored.
  • Participate in the development of feasibility studies and be a key contributor to CCC strategies and development plans. This function requires an in-depth knowledge of all areas of CCC - Service, Sales, Specialized and Support groups.
  • Support Agile Teams within Continuous Improvement with data analysis and information, as well act as a champion of the Agile methodology; partners with other Agile project teams to share findings and best practices to help mature the organization's agility
  • Must be an effective listener, be able to negotiate / communicate with all levels of management within the Contact Centres and other key parties. Be prepared to share knowledge and experience.
  • Provide consultation and service as a primary resource with respect to CCC operations and procedures to various areas of the Bank where necessary.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

  • +3-5 years' Experience in the Financial Sector/Retail Banking (including Retail Channels, Products & Services)
  • University Degree or suitable equivalent work experience
  • Strong Project Management Skills
  • Knowledge of Contact Centre Operations, processes, and technology (including best in class operating/ customer experience models/technology)
  • Strong background and experience in project management, program and change management practices
  • Highly competent and proven change agent with outstanding leadership and interpersonal skills that facilitate a positive and effective team environment at all levels of the organization
  • Flexible and creative thinker with the ability to define business trade-offs, generate out-of-the-box solutions and manage uncertainty; proactively identify and solve complex problems impacting management and business direction
  • Solid background in developing communications, briefings and presentations to senior executives
  • PMP / Six Sigma / CBAP / CAPM certification is an asset

Location(s): Canada : Ontario : Toronto

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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