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Contact Centre Ba

3 months ago

Richmond Hill, Ontario, Canada Scotiabank Full time
Requisition ID: 200134

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

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 endtoend 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 nonfunctional 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 reoccurring 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 daytoday activities and decisions.
  • Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of daytoday 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.
  • 35 years Call centre Telephony, IVR, WFM experience is required
  • PEGA and AS400 integration experience an asset
  • Demonstrated success in working on multidisciplinary 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 datadriven 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 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.