Business Analysis Manager

3 weeks ago

Toronto, Ontario, Canada Scotiabank Full time

Requisition ID: 204511

Join a purpose-driven team dedicated to achieving results within an inclusive and high-performing culture.

The Business Analysis Manager for Continuous Improvement (CI) will report to the Director of Continuous Improvement and Digital Enablement. This role is pivotal in enhancing client journeys and improving employee experiences.

The Manager will initiate and assist in the research, recommendation, and development of optimal project and process solutions for the Canadian Contact Centre (CCC). This ensures a positive and consistent client experience while streamlining end-to-end systems and processes. Additionally, the role involves conducting in-depth analyses of competitors and identifying market best practices related to Contact Centre call drivers.

This position focuses on increasing revenue generation and controlling or reducing costs by optimizing existing processes and introducing innovative initiatives. Strong analytical skills and data analysis capabilities are essential.

Researching viable solutions through collaboration with internal departments or external vendor partners may be necessary. The Manager may work independently or as part of a cross-functional team, collaborating with individuals from various product areas, support groups, and Canadian Banking Teams.

Key Responsibilities:

  • Conduct competitive analysis for key call drivers and essential Contact Centre processes, ensuring insights are shared with all relevant stakeholders.
  • Collaborate with internal teams to gather performance metrics through client surveys, identifying trends that impact targeted client experience journeys.
  • Ensure that project and process changes align with the strategies and objectives of the CCC management team, contributing to the development of business requirements.
  • Partner with CCC and technical teams to ensure that strategic initiatives meet the needs of the Contact Centres.
  • Oversee the monitoring of post-implementation benefits of Product Backlog items (PBIs) and ensure initiatives are effectively anchored.
  • Contribute to the development of feasibility studies and CCC strategies, requiring a comprehensive understanding of all CCC areas.
  • Support Agile Teams within Continuous Improvement with data analysis and act as a champion of the Agile methodology.
  • Engage effectively with all levels of management, sharing knowledge and experience.
  • Provide consultation and service regarding CCC operations and procedures to various areas of the organization.

Qualifications:

  • 3-5 years of experience in the Financial Sector/Retail Banking.
  • University Degree or equivalent work experience.
  • Strong project management skills.
  • Knowledge of Contact Centre operations, processes, and technology.
  • Proven experience in project management and change management practices.
  • Exceptional leadership and interpersonal skills to foster a positive team environment.
  • Creative thinker with the ability to identify business trade-offs and solve complex problems.
  • Experience in developing communications and presentations for senior executives.
  • PMP/Six Sigma/CBAP/CAPM certification is an asset.

  • Business Analysis Manager

    2 days ago

    Toronto, Ontario, Canada Global Pharma Tek Full time

    Job Description**Global Pharma Tek** is seeking a highly skilled and experienced **Scrum Master - Senior Business Analyst** to join our team. As a key member of our organization, you will be responsible for providing holistic leadership across business analysis, project outcomes, and team of business analysts aligning their expertise with agile methodologies...

  • Business Analysis Manager

    18 hours ago

    Toronto, Ontario, Canada Global Pharma Tek Full time

    Job Description**Global Pharma Tek** is seeking a highly skilled and experienced **Scrum Master - Senior Business Analyst** to join our team. As a key member of our organization, you will be responsible for providing holistic leadership across business analysis, project outcomes, and team of business analysts aligning their expertise with agile methodologies...

  • Senior Business Analysis Manager

    24 hours ago

    Toronto, Ontario, Canada Royal Bank of Canada Full time

    Job SummaryAs a Senior Business Analysis Manager at Royal Bank of Canada, you will play a key role in leading the delivery of business requirements on large programs. You will be responsible for managing and leading a team of business analysts to ensure effective delivery of business needs.Key ResponsibilitiesLeadership and CommunicationCollaborate with...

  • Senior Business Analysis Manager

    21 hours ago

    Toronto, Ontario, Canada Royal Bank of Canada Full time

    Job SummaryAs a Senior Business Analysis Manager at Royal Bank of Canada, you will play a key role in leading the delivery of business requirements on large programs. You will be responsible for managing and leading a team of business analysts to ensure effective delivery of business needs.Key ResponsibilitiesLeadership and CommunicationCollaborate with...

  • Senior Business Analysis Manager

    22 hours ago

    Toronto, Ontario, Canada Royal Bank of Canada> Full time

    Job SummaryAs a Senior Business Analysis Manager at Royal Bank of Canada, you will play a key role in leading the delivery of business requirements on large-scale programs. This involves collaborating with cross-functional teams to ensure effective project delivery, advocating for the value of business analysis, and building a shared understanding of the BA...

  • Senior Business Analysis Manager

    3 days ago

    Toronto, Ontario, Canada Royal Bank of Canada> Full time

    Job SummaryAs a Senior Business Analysis Manager at Royal Bank of Canada, you will play a key role in leading the delivery of business requirements on large-scale programs. This involves collaborating with cross-functional teams to ensure effective project delivery, advocating for the value of business analysis, and building a shared understanding of the BA...

  • Senior Manager of Business Analysis

    3 weeks ago

    Toronto, Ontario, Canada Royal Bank of Canada> Full time

    Position OverviewThe Senior Business Analysis Manager will oversee and direct the delivery of requirements for extensive programs, either financed through Finance or Capital Markets. The Finance & Audit IT department is dedicated to supporting, developing, and maintaining IT applications that cater to the Finance & Audit Teams within the Royal Bank of...

  • Senior Business Analysis Manager

    3 weeks ago

    Toronto, Ontario, Canada Royal Bank of Canada> Full time

    Position OverviewThe Senior Business Analysis Manager will oversee and direct the delivery of requirements for significant programs, whether financed through Finance or Capital Markets. The Finance & Audit IT division is tasked with supporting, developing, and maintaining IT applications that cater to the Finance & Audit Teams within the Royal Bank of...

  • Business Analysis Manager

    3 weeks ago

    Toronto, Ontario, Canada Scotiabank Full time

    Requisition ID: 204511Join a purpose-driven team that is committed to achieving results within an inclusive and high-performing culture.The Business Analysis Manager for Continuous Improvement (CI) will report to the Director of Continuous Improvement and Digital Enablement. This role is essential in enhancing client journeys and improving employee...

  • Senior Manager Business Analysis

    22 hours ago

    Toronto, Ontario, Canada Scotiabank Full time

    About the RoleThis is a senior-level position that requires a high degree of expertise in business analysis and leadership. The successful candidate will be responsible for leading a team of business analysts and providing strategic guidance to the organization.Key ResponsibilitiesProblem-Solving and AnalysisThe ideal candidate will have a strong background...

  • Senior Manager Business Analysis

    2 days ago

    Toronto, Ontario, Canada Scotiabank Full time

    About the RoleThis is a senior-level position that requires a high degree of expertise in business analysis and leadership. The successful candidate will be responsible for leading a team of business analysts and providing strategic guidance to the organization.Key ResponsibilitiesProblem-Solving and AnalysisThe ideal candidate will have a strong background...

  • Lead Business Analysis Manager

    3 weeks ago

    Toronto, Ontario, Canada Scotiabank Full time

    Requisition ID: 205371Scotiabank is a prominent financial institution in Canada, dedicated to providing innovative banking solutions and exceptional client service. Our employees are motivated by a shared purpose: to enhance the lives of Canadians. We prioritize community impact, including fostering a vibrant internal culture where our team members feel...

  • Lead Business Analysis Manager

    3 weeks ago

    Toronto, Ontario, Canada Scotiabank Full time

    Requisition ID: 205371Scotiabank is a prominent financial institution in Canada, recognized for its commitment to providing flexible banking solutions, innovative products, and exceptional client service. Our employees are driven by a shared purpose to enhance the lives of Canadians and contribute positively to our communities, including our internal...

  • Lead Business Analysis Manager

    3 weeks ago

    Toronto, Ontario, Canada Scotiabank Full time

    Requisition ID: 205371Scotiabank is a prominent financial institution in Canada, dedicated to providing flexible and accessible banking solutions, innovative products, and exceptional client service. Our employees are motivated by the mission to enhance the lives of Canadians and contribute positively to our communities, including our internal culture. We...

  • Senior Manager, Business Analysis

    23 hours ago

    Old Toronto, Ontario, Canada Tangerine Bank Full time

    About the RoleWe are seeking a highly skilled and experienced Business Analysis Manager to join our team at Tangerine Bank. As a key member of our organization, you will be responsible for leading a team of Business Analysts and driving business analysis initiatives to support the growth and success of our digital bank.Key ResponsibilitiesTeam...

  • Senior Manager, Business Analysis

    2 days ago

    Old Toronto, Ontario, Canada Tangerine Bank Full time

    About the RoleWe are seeking a highly skilled and experienced Business Analysis Manager to join our team at Tangerine Bank. As a key member of our organization, you will be responsible for leading a team of Business Analysts and driving business analysis initiatives to support the growth and success of our digital bank.Key ResponsibilitiesTeam...

  • Lead Business Analysis Manager

    3 weeks ago

    Toronto, Ontario, Canada Tangerine Full time

    Is this position suitable for you? In this capacity, you will: Oversee a team of Business Analysts, providing guidance and education on industry best practices Foster a high-performance culture and implement a talent strategy that attracts, retains, develops, and motivates your team by promoting an inclusive workplace. Communicate the vision, values, and...

  • Lead Business Analysis Manager

    3 weeks ago

    Toronto, Ontario, Canada Royal Bank of Canada> Full time

    Position OverviewThis role is designed for a seasoned business and data analyst, concentrating on the support of the Global Functions Technology Project Portfolio. The primary focus will be on the FRTB initiative, which involves enhancing the strategic execution of FRTB SA Capital analysis to meet the diverse regulatory requirements across multiple...

  • Senior Manager Business Analysis

    24 hours ago

    Old Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Senior Manager Business AnalysisAbout the RoleWe are seeking a highly skilled Senior Manager Business Analysis to join our Global Banking and Markets Engineering team. As a key member of our team, you will be responsible for managing major multi-disciplinary projects to implement solutions to business needs, providing ongoing support to all...

  • Senior Manager Business Analysis

    2 days ago

    Old Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Senior Manager Business AnalysisAbout the RoleWe are seeking a highly skilled Senior Manager Business Analysis to join our Global Banking and Markets Engineering team. As a key member of our team, you will be responsible for managing major multi-disciplinary projects to implement solutions to business needs, providing ongoing support to all...