Transformation Leader for Assisted Channels

4 weeks ago

Montreal, Quebec, Canada National Bank Full time

A successful career as a Transformation Leader in the Assisted Channels team at National Bank involves leveraging analytical expertise to transform business needs into functional products. This role enables individuals to contribute significantly to the organization through their analytical mind, technical documentation skills, and ability to understand complex business requirements.

Your key responsibilities will include:

  • Analyzing business issues, identifying client and business partner needs, documenting requests, and preparing recommendations to design or adapt systems that meet their needs and facilitate decision-making processes
  • Performing complex analyses to identify gaps and make recommendations to optimize system effectiveness and resolve critical problems
  • Evaluating requests for changes in systems, assessing their impact on existing applications, suggesting and implementing modifications as needed
  • Establishing validation and quality control procedures based on established standards and development guidelines, and conducting comprehensive testing to ensure delivered systems meet requirements
  • Collaborating with partners to develop requirements and address challenges
  • Participating in the realization of new needs assessments (projects and evolving requests)
  • Producing functional analyses
  • Ensuring delivered products align with functional analyses
  • Contributing to tests (test plan and sets, test execution, and verification)
  • Documenting requests and preparing recommendations, participating in documentation updates
  • Maintaining architectural targets

The Assisted Channels sector is a dynamic team of 10-20 talented colleagues reporting to the Senior Delivery Manager. Our team leads a major program of contact center technology transformation and the addition of cutting-edge innovations and industry expertise.

We prioritize flexibility to promote work-life balance, reflected in a hybrid working environment and adaptable schedules. The Bank values continuous development and internal mobility, offering customized training programs based on experiential learning to help you master your profession and develop new fields of expertise.

Prerequisites for this position include:

  • An industry-related university degree and several years of relevant experience
  • Demonstrated experience in functional and technical analysis in delivery of major projects
  • Experience with test scenarios and user support
  • Knowledge of RESTful APIs and JSON
  • Familiarity with contact center technology is an asset
  • Ability to think strategically, with analytical, synthesis, and communication skills
  • Strong interpersonal skills and effective priority management
  • Agile delivery experience (Scrum, Kanban, SAFe) and knowledge of Atlassian tools (JIRA, Confluence, etc.)

Your compensation package includes competitive salary and flexible benefits to promote your wellbeing and that of your family. These benefits include health and wellness programs, group insurance, a pension plan, employee share ownership plans, employee and family assistance programs, preferential banking services, opportunities for community involvement, telemedicine services, and virtual sleep clinics.

National Bank offers a dynamic work environment and cutting-edge collaboration tools that foster a positive employee experience. We value regular feedback and ongoing communication, encouraging active participation from employees through surveys and programs.

As a bank on a human scale, we stand out for our courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on people's lives, guided by our core values of partnership, agility, and empowerment. We strive to create an inclusive workplace accessible to all employees.

We want our recruitment process to be fully accessible. If you require accommodation, please let us know during your initial conversations with us. We welcome all candidates.

The estimated annual salary range for this position is between $80,000 - $120,000, depending on your experience and qualifications. We look forward to discussing this opportunity further with you.

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