Ville : Scarborough, ON, CA, M1L4S2

Catégorie : Market Research Analyst

Industrie : Financial Services/Banking

Employeur : Scotiabank

Requisition ID: 211206

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

As the Call Deflection Business Analyst, you will contribute to the overall success of the Call Deflection Team globally by ensuring specific individual goals, plans, initiatives are executed/delivered in support of the team’s business strategies and objectives.  You will also ensure all activities conducted are in compliance with governing regulations, internal policies and procedures. 
 

You are responsible for conducting research/analysis, providing recommendations and coordinating the implementation of business strategies in order to improve the customer and employee experience while creating capacity at the Contact Centre to serve more value-added conversations.
 
Is this role right for you? In this role you will:

1. Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. 

2. Conduct research, analysis and provide business recommendations for the resolution of highly complex, multi-faceted problems to meet the customers’ and agents needs by:

• Identifying data requirements and supporting data collection

• Presenting findings to the Product Owner and providing recommendations to solve business issues 

• Providing input into design of cross-functional initiatives based on data analysis / interpretation / findings

• Helping the Product Owner and team members   identify and address critical issues / roadblocks

• Supporting Agile team members with conducting analysis associated with their backlog items 

3. Conduct a cost/benefit analysis of the proposed business recommendations to deflect call volume in the Contact Centre by:

• Estimating expected minute savings / other impact from new initiatives developed by the Agile teams

• Refining minute savings estimates of initiatives as scope / details change

• Developing the view of phasing / timing of different initiatives (e.g., schedule for total realized savings)

• Communicating expected savings / results to Agile teams, Product Owner, other groups (e.g. Finance)

• Identifying value at stake with highest execution risk, working with Scrum Master, Product Owner and team members  

4. Coordinate the implementation of business strategies by working with cross-functional teams (i.e. Contact Centre Frontline, Business Lines, Smart Automation, Technology):

• Being a customer advocate, sharing the customer’s perspective to the Frontline and other Business Lines

• Working with the Scrum Master in the identification and the documentation of the business needs 

• Defining processes, workflows, business implementation strategies and training materials

• Providing business support to the technology teams during system’s changes (i.e. development, testing and post implementation phases)   

5. Develop and nurture strong partnering relationships with Scrum Master, Product Owner/Business Lines and key stakeholders:

• Develop strong partnership with the Scrum Master and Product Owner and other Business Lines to gain strong understanding of objectives, sustain open dialogue to manage product backlog efficiently

• Influence a wide range of stakeholders (business, compliance, Legal, IT, etc.) to remove impediments and maximize team output

• Support the Scrum Team on agile principles and practices to preserve the team from external pressures which may inhibit its productivity

6. 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.  

7. Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions. 
 

8. 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.

9. 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

 
 
Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• 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 the Bank’s application systems and their relationship within the Bank

• Thorough knowledge of Contact Centre technology and ability to evaluate solutions and options offered by service providers

• Facilitation experience

• Thorough knowledge of Agile Principles considered an asset

• Proficient knowledge of MS Office (ex. Word, Excel, PowerPoint, Project) 

Some more information you might need to know:

• Work in a standard office-based environment including hybrid; non-standard hours are a common occurrence. 

• Location: 888 Birchmount Road, Scarborough OR 1870 Alta Vista Drive, Ottawa OR 5201 Duke Street, Haliffax

• Working hours: Monday - Friday, 9:00 am to 5:00 pm,  37.5 hours per week.

Location(s):  Canada : Ontario : Toronto || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa 

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.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.