Lead, Customer Segments (program management & operations) - 74004

Lead, Customer Segments (program management & operations) - 74004

Line of business: operations

Duration: 24 months (possibility of extension)

Location: Downtown Toronto - Hybrid (Must work from office on Tuesdays & Thursdays)

Reporting 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 accounts

• Perform 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 execution

• Develop and maintain program dashboards and update monthly metrics and management reporting

• Update external and/or internal program documents

• Work with Digital teams to create detailed requirements and perform UAT

Knowledge, Skills & Qualifications:

You have:

• 5+ years in Retail Banking industry in areas such as Product, Operations, Branch or Customer Service

• Understanding of retail banking products and business processes

• Quantitative skills with the ability to analyze issues, consolidate learning to develop strategies, and deploy tactics

• Analytical skills and strong attention to detail

• Experience of leading cross-functional initiatives

• Bachelor’s Degree

You might also have:

• Excellent relationship development and management skills

• Ability to prioritize and manage multiple assignments simultaneously

• Team oriented, flexible, collaborative

• Results oriented, driven and self-motivated with a commitment to excellence

• Advanced PowerPoint and Excel skills