Senior Manager – Customer Behaviour Analytics, Early Warning Insights

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Hybrid requirement; 3x/week in office (subject to change).

Senior Manager - Customer Behaviour Analytics, Early Warning

This is a Hybrid (3-4 days in Office, subject to future changes), Toronto based role, mandated to provide subject matter expertise through advanced customer analytics, delivering meaningful insights and help drive business results in alignment with overall group goals. Specifically, we are seeking an analytical thought-leader to lead the development of advanced monitoring frameworks that detect early warning signals across the entire customer credit lifecycle. The role is accountable for transforming large, complex datasets into forward‑looking insights that identify emerging credit risks, customer behavior shifts, and portfolio vulnerabilities before they materialize.

By combining strong business acumen with modern analytics, the Senior manager strengthens portfolio resilience, supports responsible growth, and ensures a stable and high‑quality customer credit experience through enhanced early warning detection and continuous performance monitoring.

• Provide ongoing portfolio reporting to senior executives, including segmentation forecasting and data archiving for automated downstream applications.
• Deliver deep behavioral insights to inform credit lifecycle strategies-spanning acquisition, account management, and collections-with a focus on revenue growth and risk mitigation.
• Build innovative tools to track micro-segment migrations and improve short- to medium-term credit loss predictions beyond traditional provisioning methods.
• Identifies customer trends and patterns to address identified business questions; Presents findings & recommendations in a simple, clear way to drive action.
• Analytical Insights & Innovation Identify opportunities for new segmentation approaches, behavioral scores, and analytical enhancements to improve predictive power and strategy performance.
• Portfolio Monitoring & Reporting Deliver data-driven insights on portfolio performance and emerging trends; recommend proactive adjustments to maintain performance within risk appetite.
• Governance & Compliance Ensure strategies comply with credit policy, regulatory requirements, and model governance standards, including documentation and monitoring.
• Lead the end‑to‑end monitoring framework for all retail and business credit products, delivering clear, actionable insights to senior executive committees and business leaders.
• Surface emerging risks, behavioural trends, customer needs, and operational signals across the credit lifecycle - from acquisition quality to early‑warning indicators, fraud patterns, payment behaviours, hardship trends, and collections outcomes.
• Provide thought leadership on key portfolio topics such as risk‑adjusted growth, credit quality migration, customer resilience, fraud evolution, macroeconomic sensitivities, and product‑specific performance.
• Develop and maintain an integrated customer credit lifecycle view that connects acquisition risk profiles, account management actions, fraud trends, payment performance, and collections outcomes.
• Partner with Credit Risk, Product, Marketing, Fraud, and Collections to translate insights into strategy adjustments, treatment design, or policy changes.
• Build monitoring for new products, policy changes, and strategy deployments to ensure early feedback loops and rapid course correction.
• Own reporting for senior forums including Executive Risk Committees, Product & Credit Councils, Finance reviews, and strategic planning sessions.
• Deliver concise, executive‑ready stories that highlight what is happening, why it matters, and what actions should be considered.
• Create dashboards and intelligence packages that empower business and risk leaders with real‑time visibility into portfolio health and customer dynamics.
• Champion advanced analytics and modern data use - including behavioural scoring, predictive indicators, customer segmentation, and risk modeling insights.
• Drive development and enhancement of monitoring tools, early‑warning systems, stress indicators, and predictive frameworks.
• Ensure strong measurement, performance tracking, and back‑testing to validate insights and maintain portfolio transparency.
• Ensure monitoring and insights comply with regulatory expectations and support enterprise risk appetite.
• Strengthen early‑warning and issue‑spotting capabilities, ensuring risks or anomalies are escalated quickly with clear recommended actions.
• Build and lead a high‑performing analytics and monitoring team with deep expertise in credit, data, and portfolio insights.
• Foster a culture of curiosity, strategic thinking, and storytelling with data.
• Strengthen cross‑functional collaboration with lending, fraud, operations, modelling, finance, and product teams.

Qualifications:

• Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Verbal & written communication skills - Expert
• Collaboration & team skills - Expert
• Storyboarding, insight development and reporting - Expert
• Analytical and problem solving skills - Expert
• Data driven decision making - In-depth/Expert

• Proven ability to translate complex data into clear, strategic insights and influence senior executives with concise, decision‑ready narratives.
• Demonstrated capability in developing monitoring frameworks, early‑warning indicators, behavioural segmentation, and performance measurement tools.
• Exceptional communication skills with a track record of presenting insights to Executive Committees and senior forums.
• Strong business acumen with the ability to connect customer behaviour, macroeconomic factors, operational signals, and portfolio outcomes.

Nice to have:

• Some knowledge of data mining software/language such as SAS/SQL/Python - Willingness to learn if needed.
• Proven experience in credit risk analytics, ML/AI strategy, and customer segmentation
• Strong understanding of financial services lifecycle and risk management frameworks
• Expertise in data infrastructure transformation and predictive modeling
• Passion for innovation and driving measurable impact through data

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