Contact Centre Ba

5 months 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.

**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 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.

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