Operational Effectiveness Analyst, Private

1 week ago

Toronto, Canada Scotiabank Full time

Requisition ID: 181573

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

**Purpose of Job**:
The Operational Effectiveness Analyst is responsible for the ongoing development of PIC’s policy and procedures as it relates to the operation of client accounts to ensure efficient risk management practices and for delivery of a positive client experience. The incumbent is also responsible for the investigation of operational process improvement opportunities, documenting process and procedure and coordinating with the necessary stakeholders to implement, communicate and monitor changes for continuous improvement. In all cases, these initiatives will enable PIC staff to operate more effectively and thereby allow for the consistent delivery to enhance the client experience.

Deliver operational excellence to the field and enable the business to deliver on PIC’s value proposition goals and support the overall growth of the business.

The incumbent works within the PIC Executive Office (EO) along with the PIC Regional Directors, Market Leads, Governance Operations Managers and their teams across the country, and other key partners.

**Major Accountabilities**:
**Conduct analysis of documentation and internal processes from end to end by**:

- Identifying gaps relative to both ‘current state’ requirements and ‘future state’ vision
- Developing and updating forms, documenting processes, procedures and business controls
- Contributing to identifying quick wins (e.g. operating synergies, cost savings and value-added services) that may be delivered in the short / mid-term
- Working with the PIC teams, Governance Operational Managers, Business partners, key stakeholders and work alongside change management on new processes and technology requirements
- Tracking, measuring and reporting on the implementation of process improvements and adoption rates at the Regional, Market and/or role level

**Assess operational process execution for client account administration by**:

- Responding to inquiries received from field representatives or support teams
- Performing process maturity assessments and executing improvement plans
- Supporting the ongoing improvement and reporting on effectiveness of client administrative processes
- Monitoring process quality
- Proactively working to assist in organizing and running assigned projects
- Coordinating / creating project materials and maintaining appropriate materials inventories
- Maintaining a tested and fact-based database of best practices
- Maintaining the PIC Operations content on the WealthNet website

**Support the Senior Manager, PIC National Operations by**:

- Assisting in ongoing review and needs analysis of day to day and operational projects
- Providing updates and status reporting on assigned bodies of work and initiatives
- Anticipating risks and alert with recommendations on how to mitigate
- Communication on current and future initiatives
- Coordinating to achieve or beat initiative milestones, develop and review content for documentation and related communications, participating in postmortems of initiatives and input to future fiscal year operational initiative planning as may be appropriate.
- Seek to add value at every opportunity

**Contribute to the effective functioning of the Executive Office (EO) team by**:

- Participating in team learning and development activities and team performance achievements
- Building effective working relationships across the team and with various stakeholders
- Discretion exercised in all matters
- Facilitating a culture of open and honest communication
- Actively participating and contributing to touch bases and team meetings
- Recommending new ideas and approaches to enhance client experience and operational effectiveness
- Actively share knowledge and experience to enhance the development of all team members
- Developing and executing a meaningful employee development plan

**Education/Work Experience/Designations**

**Education**:

- University Degree or College Diploma or equivalent
- Proficient with Microsoft Office with moderate to expert excel desired
- Minimum 3 years direct industry experience
- CSC desirable

**Practical Experience**:

- A solid understanding of the discretionary asset management industry, including operations, products, client service and relationship management
- Understanding of technology and the implications of operational process on relationship management team productivity and client experience

**Technical Ability**:

- Understanding of regulatory guidelines and awareness of competitor practices
- Demonstrated experience, knowledge and understanding of operations best practices
- Strong knowledge of financial markets, financial instruments and current and anticipated regulatory requirements
- Solid understanding of business processes and the end-to-end workflows among the front, middle, and back offices as it impacts the client exp

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