Senior Analyst, Incident Management & Process Optimization

Requisition ID: 202593

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

Purpose

Contributes to the overall success of the Scotia iTRADE Contact Centre in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Accountabilities

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

• Create and administer a reporting suite that delivers comprehensive data and robust analysis of the contact centre metrics in maintaining operational effectiveness

• Develop complex reporting and tracking system through intuitive formats in either format of Sharepoint, Power BI, etc.

• Develop tracking templates with different workflow and access requirement, processes, and necessary information upon request

• Utilize technology and report automation to reduce work effort and costs and improve accessibility

• Uncovers need and creates new actionable reporting to build on the existing suite of reports

• Responsible for performing data-driven trend analysis to monitor the performance of the Contact Centre and provide recommendations on improving results

• Proactively perform analytic and reporting to generate an accurate and insightful perspective

• Update Daily KPI reporting on Power BI for performance and monitoring

• Responsible for providing the weekly and monthly report on call drivers and internal support teams workload

• Proactively conduct effective manipulation and calculation of data which can be analyzed and turned into business insights and present to the leadership team to move business forward

• Collaborate with WFM and Wealth Analytic team in sharing data in creating reports for Senior Management

• Prioritize workload and tasks of a confidential and sensitive nature.

• Contributing to recommendations for strategy development.

• Supporting Contact Centre Short-Term planning and Forecasting

• Continue to acquire and enhance knowledge of the contact centre operations and business strategies

• Other ad hoc duties as required

• Manage system issues, changes and outages to minimize the impact to clients & business operation

• Act as the first level support for coordinating various system issues with different tech support teams with the goal to improve the turnaround time for system related problem solving

• Systems include client facing systems & trading platforms such as Scotia Online, Mobile, IVR, Trade Pro, iCON, OAM, iTRADE.com, Click2Chat, Email box, etc., systems for internal staff use such as SCORE, STAR, Salesforce, AS400, Web Post, PEGA, Genesys, etc, as well as iTRADE Telephone System.

• Strong technical knowledge and business sense to determine the level of severity and urgency of different system issues and be able to make timely and proper recommendation

• Maintain the telephony technology and call routing such that business efficiencies maybe optimized

• Manage telephony BCP for all centres and maintain and update call flow queue manual

• Coordinate with various department for contact centre system upgrade in the Toronto location

• Able to use data mining tools (such as SQL) to provide accurate impact analysis and assessment related to client experience, number of clients impacted, revenue leakage, etc.

• Monthly reporting on high impact system issues and client impact

• Effectively manage all system issue inventory, track & report status

• Regularly review status and provide proper business recommendation for priorities

• Participate in technology initiatives and upgrades

• Communication

• Communicate the status of system issues timely to the impacted business areas and clients.

• Communicate to the floor on widespread system issues and any temporary workaround.

• Build effective working relationships with our partners, various business lines, and corporate functions

• In addition to execution, the incumbent will clearly articulate direction and results to the Business.

• Post messages on client facing platforms and telephone system to advise clients on widespread online issue to deflect call volumes

• 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 in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.

• Champions a high performance environment and contributes to an inclusive work environment.

Dimensions

• Expert ability to provide tracking and reporting resolution and analytic

• Understanding of our systems both external and internal such as Genesys , Scotia OnLine, SCORE, ICON, etc

• Ability in learning agility and commitment of profession development

• Ability to network and build solid relationship with our partners to drive efficiency

• Ability to collaborate, prepare, and deliver presentations to senior management team

• Ability in learning different applications in creating reporting needs

• Act as a point of contact for any system issues and manages all outstanding tickets with the support teams

• Exceptional analytical skills and attention to detail

• Strong understanding of database management systems and data visualization tools

• Through understanding of data preparation including gathering raw data, cleansing and validating data, storing and sharing data, reporting generation and analysis

• Ability to quickly grasp new programs, systems and concepts and effectively transfer that knowledge to follow team members

• Superior problem – solving skills

• Demonstrated self-starter and forward thinker with the ability to provide recommendations on future development of reporting functions to drive positive results for the contact centre

• Ability to manage high volumes of complex information with tight deadlines in a fast-paced environment

• Sound knowledge of forecasting is an asset

Education / Experience / Other Information

• 2+ years experience in data analytic and dashboard reporting/performance reporting reports generation.

• Previous system outage management experience & contact centre operation experience is an asset.

• Advance level in MS office ( Words, Excel, Visio, Microsoft Form and Powerpoint).

• Intermediate or Advance level in Power BI, SQL, HTML, and Sharepoint skills are required.

• Strong verbal and written communication skills

• Self-Initiative, resourcefulness and proactive

• Team player with good organizational and time management skills to handle multi-task assignments

• Flexibility, strong organizational and time management skills

• Computer Hardware knowledge is an asset

Working Conditions

• Standard office environment

• Fast pace and at time demanding working environment. Unplanned problems, immediate ad-hoc requests and tight deadlines contribute to stress

Location(s): Canada : Ontario : Toronto

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, pleaseclick here (https://www.scotiabank.com/careers/en/careers/technical-support-for-applicants.html) . 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.