Description
Job Title: Lead, Customer Segments (Program Management & Operations)Location: Toronto, ON (Must work from office on Tuesdays & Thursdays)Duration: 24 monthsContract Type: T4Pay Rate: CA$44.82/HourWorking hours: 37.5 weeklyRole MandateReporting to Customer Segments Manager, the Customer Segments Lead is responsible for supporting programs related to New to Canada customer segment as well as working with cross-functional partners to implement new initiatives and enhancements to New to Canada programs.The Customer Segments team is responsible for defining, developing, and executing on cross functional customer centric strategies that drive personal banking acquisitions and to enhance retention.You will be required to work closely with operations, product, branch, risk and other business partners to facilitate seamless operation of programs and business processes related to pre- and post-arrival account opening for New to Canada customers, including providing subject matter guidance, assisting with escalations, maintaining program metrics and materials/documentation. You will also manage cross-functional initiatives to implement NTC program and process enhancements.Typical day might include the following:Execute on and resolve customer inquiries and escalations from various teams related to New to Canada customer accountsPerform impact assessment for a new regulatory, policy or process requirement impacting New to Canada programs, create detailed change management plans and workback schedules, get alignment from cross-functional partners and oversee executionDevelop and maintain program dashboards and update monthly metrics and management reportingUpdate external and/or internal program documentsWork with Digital teams to create detailed requirements and perform UATKnowledge, Skills & Qualifications:5+ years in Retail Banking industry in areas such as Product, Operations, Branch or Customer ServiceUnderstanding of retail banking products and business processesQuantitative skills with the ability to analyze issues, consolidate learning to develop strategies, and deploy tacticsAnalytical skills and strong attention to detailExperience of leading cross-functional initiativesBachelor’s DegreePreferred Skills:Excellent relationship development and management skillsAbility to prioritize and manage multiple assignments simultaneouslyTeam oriented, flexible, collaborativeResults oriented, driven and self-motivated with a commitment to excellenceAdvanced PowerPoint and Excel skills
