Senior Manager, Channel Strategy & Enablement - Tangerine

Requisition ID: 252702

Tangerine is Canada's leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It's important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As the Senior Manager, Channel Strategy & Enablement, you will have the exciting opportunity to lead strategies and program management with a focus on strengthening client engagement and driving quality growth through our Contact Centre and sales enablement capabilities. You will identify opportunities to deepen client relationships frontline teams with the tools, insights and frameworks required to deliver consistent, client-led outreach.. You will also focus on leveraging data to understand where clients are in their relationship with Tangerine and transferring those insights into scalable, multi-channel enablement programs that drive multi-product cross-sell, client engagement and Primacy. The role will require strong collaboration with cross-functional partners, owning key KPIs and ensuring that enablement strategies and tactics are achieving the targets.

Is this role right for you? In this role, you will:

• Be a business owner of Contact Centre sales enablement programs and key KPIs
• Build and enable assisted channel outreach programs to drive new cross-sell penetration, grow balances with existing clients and identifying multi-product opportunities
• Enable and advance a digital-first assisted service model, ensuring the Contact Centre reinforces self-serve capabilities while driving quality sales and advice conversations
• Continue to drive innovation to enhance programs and increase client personalization, leveraging existing and new capabilities along with key data insights about our clients and priority segments
• Track and measure performance across enablement programs with analytics and key partners on a monthly/quarterly basis and socializes with key stakeholders across multiple levels at the Bank
• Conduct deep-dive analysis with available client dashboards and analytics to identify new opportunities to enhance existing programs and stand up new enablement initiatives
• Lead various Steerco's, quarterly/annual planning and larger presentations with stakeholders across the bank to advance Contact Centre sales enablement
• Lead and drive a client focused, digital-first culture throughout the contact centre to deepen client relationships and reinforce connected digital and assisted journeys.
• Build a high-performance environment and implement a people strategy that attracts, retains, develops and motivates the team by fostering an inclusive work environment
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Post-secondary education in a related field; marketing or business administration preferred
• Multiple years of management experience, including in Channel Marketing, Channel Programs, Customer Strategy, or Product/Program Management
• Strong ability to build comprehensive strategies and proposals
• The ability to analyze large data sets and derive insights to drive strategy and post-mortem conclusions
• Strong organizational change management orientation
• Strong strategic thinking and results focus skills
• Demonstrated success in working cross-functionally to deliver large, multi-faceted programs
• Understanding of Retail Products financials and P&L
• Strong understanding of client personalization and offline, online and assisted channels
• The ability to own, motivate and drive large programs across multiple stakeholders
• Strong relationship management and collaboration skills
• Strong presentation deck building and delivery skills with partners and senior leadership audiences

What's in it for you?

• Help lead the design of Canada's most innovative digital wealth experience.
• Work in a mission-driven culture that prioritizes empowerment, diversity, and continuous learning.
• Join a modern banking environment where design plays a central role in shaping client value.
• Be part of a high-visibility team that is reimagining the future of personal finance in Canada
• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.
• You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don't apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

Location(s): Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.