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Job Description
What is the opportunity?
As Advice Centre(AC) continuously transforms towards improving our customer and advisor experience, you will lead the development, evolution and implementation of data capabilities, tools and enablers for AC transformation, aligned to the P&CB North Star Data Strategy and Roadmap. You will lead the development and implementation of critical data enablers, partnering across AC, Canadian Banking Operations(CBO), IT and Personal & Commercial Banking(P&CB), ensuring business decisions and investments are informed by transparent and transformational data models, detection, monitoring and delivery techniques. You will represent the channel in the P&CB and IT Data Communities, enabling partner groups to achieve their data enablement needs.
What will you do?
- Develop the AC Business Architecture and capability target operating model, Data and Infrastructure strategies to support target state, multi-horizon roadmap with AC product owners, third-party partner ecosystem and internal partners
- Partner with P&CB Data Strategy team to design, develop and execute the P&CB Data strategy across channels (Online, Mobile, AC, Branch, ATM), for seamless integration of client experiences, Data and intelligence across channels
- Implement AC architecture, infrastructure and data initiatives, including external partnership ecosystem (Live Person, Omillia, Sales Force, Genesys) and capabilities (Advisor Productivity, Advisor Risk Monitoring, Team Leader Dashboards and Proactive Nudges)
- Enable business strategy, business intelligence, product and third-party vendor support, AC in-centre support, risk management and LOB project implementation support
- Design detection, modelling & notification capabilities to drive transformation strategies for risk/fraud mitigation and partner with AC SMT, Contact Centre (CC) Technology, CBO, P&CB Data Community to develop new data strategies
- Maintain effective data management pipelines for non-AC team dependent groups reliant of the AC Data COE to manage their business priorities
- Develop relationships with AC SMT, CC Technology, WFM, Cross-Enterprise Programs and COEs, ensuring linkage and clear line of site related to strategy development and execution of Transformational Initiatives
- Enable monitoring capabilities to drive business value, ensuring priorities are achieved and roadblocks are surfaced to allow transparency, effective resource management and re-prioritization.
What do you need to succeed?
Must-have
- Extensive senior level experience in Contact Centre/Large Operations Environment Data Experience
- Solid experience in designing, developing and implementing data science technologies and visualization of complex data to drive business value
- Experience with big data technologies, hands on data engineering, programming, data mining and visualization techniques
- Demonstrated ability to bridge technical and business requirements to drive engagement and commitment across diverse teams
- Proven ability to set Business Architecture and capability target-operating model
- Ability to develop Data and Infrastructure strategies to support target state and develop multi-horizon roadmap
- Demonstrated ability to thrive in a fast pasted environment, lead through ambiguity and diagnose and propose solutions
- Professional oral and written communication and facilitation skills, with ability to effectively manage work through others by articulating clear deliverables & accountability
- Strategic Orientation, Analytical Mindset and Execution Excellence, with strong collaborative relationship management and ability to work horizontally and with impact and influence
Nice to have
- Degree or diploma
What's in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- Challenging work in a fast-paced timeline driven work environment
- Ability to make a difference and lasting impact
- Direct reporting to Senior Vice President, Advice Centre & Direct Investing Contact Centres
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