Job Title: Lead, Customer Segments (Program Management & Operations)

Location: Toronto, ON (Must work from office on Tuesdays & Thursdays)

Duration: 24 months

Contract Type: T4

Pay Rate: CA$44.82/Hour

Working hours: 37.5 weekly

Role Mandate

• 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:

• 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

Preferred Skills:

• 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