Business Analysis Manager

3 weeks ago

Toronto, Ontario, Canada Scotiabank Full time

Requisition ID: 204511

Join 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 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). The goal is to ensure a positive and consistent client experience while streamlining end-to-end systems and processes. Additionally, this 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 required.

As necessary, the Manager will research viable solutions through collaboration with various departments within the Bank or with external vendor partners. This role may involve independent work or participation in cross-functional teams that include members from product areas, support groups, and Canadian Banking Teams.

The ideal candidate will be a creative self-starter, results-oriented, and highly motivated in applying knowledge and executing projects. The Manager will act as a change agent and champion the Agile methodology, collaborating with other Agile project Continuous Improvement teams to share best practices and enhance the organization’s agility.

Key Responsibilities:

  • Conduct competitive analysis for primary call drivers and key Contact Centre processes, ensuring insights are communicated to all stakeholders within CCC and other teams.
  • Collaborate with internal teams to gather Bank performance metrics through client surveys and identify impacts of key trends related to targeted client experience journeys.
  • Ensure that project and process changes are cost-effective and align with the strategies and objectives of the CCC management team.
  • Work alongside CCC and technical teams to ensure strategic initiatives meet the needs of the Contact Centres.
  • Oversee the monitoring of post-implementation Product Backlog items (PBIs) benefits and ensure initiatives are properly anchored.
  • Contribute to the development of feasibility studies and play a key role in CCC strategies and development plans.
  • Support Agile Teams within Continuous Improvement with data analysis and information, acting as a champion of the Agile methodology.
  • Engage effectively with all levels of management within the Contact Centres and other key parties, sharing knowledge and experience.
  • Provide consultation and serve as a primary resource regarding CCC operations and procedures to various areas of the Bank.

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, program, and change management practices.
  • Outstanding leadership and interpersonal skills that 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.

Scotiabank is a leading bank in the Americas, dedicated to helping customers, their families, and communities achieve success through a wide range of financial services. We value the unique skills and experiences each individual brings to the Bank and are committed to creating an inclusive and accessible environment for everyone.

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