• Job Description

  Req#: 202683

  Requisition ID: 202683
  
  Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

  As a Sales Business Analyst you will contributes to the overall success of the Sales Optimization Project team by ensuring specific individual goals, plans, initiatives are executed/delivered in support of the team’s business strategies and objectives. You will ensure all activities conducted are in compliance with governing regulations, internal policies and procedures. You will be responsible for conducting research/analysis, providing recommendations to support with the implementation of sales projects including revenue/process optimization within the Canadian Banking Contact Centres.

  Is this Role Right For You?

  • Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Conduct research, analysis and provide business recommendations to improve process, employee and customer experience. This includes:
    • Identifying data requirements and supporting data collection
    • Presenting findings to the Senior Manager Optimization Projects and providing recommendations to solve business issues
    • Providing input into design of cross-functional initiatives based on data analysis/interpretation/ findings
    • Helping the Sales Optimization Project team to identify and address critical issues/roadblocks
    • Identifying & tracking of project benefits as they relate to overall CBCC goals and KPIs
  • Assist the Optimization Project team with the implementation of business strategies:
    • Being a customer advocate, sharing the customer's perspective to the Frontline
    • Identifying and 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)
  • 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.
  • Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • 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.
  • 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?

  • Experience within Contact Centres in Canada is an asset
  • Strong organizational capabilities to drive simultaneous multiple priority deliverables
  • Sound working knowledge of contact centre strategies, operations, technologies and industry trends
  • Strong communications skills (written, verbal, PowerPoint) and ability to successfully engender a participative process across a culturally diverse group of internal and external stakeholders.
  • Strong initiative, forward thinking and creative problem-solving skills with the ability to create or stimulate customer focused strategies.
  • Ability to manage stakeholder expectations, concerns, and to identify and mitigate risk as required
  • Experience in Customer Solutions Frontline support is considered an asset

  Location(s): Canada : Ontario : Toronto || Canada : Ontario : North York || Canada : Ontario : Scarborough
  
  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.

• About the company

  The Bank of Nova Scotia, operating as Scotiabank, is a Canadian multinational banking and financial services company headquartered in Toronto, Ontario.

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