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

Job Duration: 24 months (Possibility of extension/conversion)

Working hours: 37.5 weekly

Working Location: Toronto, ON M5G 3C2 (Hybrid-Must work from office on Tuesdays & Thursdays)

Pay Rate: $41.16/hr

Job Description:

• 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 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 the NTC program and process enhancements.

Typical days 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 the 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.

About Us: SPECTRAFORCE is one of the fastest-growing workforce solutions firms in the United States. As a diversity-owned business, we place human connection at the heart of everything we do, building strong relationships with both clients and candidates to fill roles successfully. Our teams in North and Central America and India serve more than 150 Fortune clients globally, leveraging custom AI technology to provide direct hire, executive search, nearshoring, offshoring, and project staffing solutions.

Benefits: SPECTRAFORCE offers a Group Registered Retirement Savings Plan (RRSP) Program to all eligible employees. We also offer an Employee Assistance Program (EAP) and an employee discount program, which provides exclusive access to thousands of discounts on travel, entertainment, and more. SPECTRAFORCE offers unpaid leave as well as paid sick leave, paid holidays, and paid vacation as required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, conviction for an offence for which a pardon has been granted or in respect of which a record suspension has been ordered, or any other prohibited grounds as identified by provincial or territorial law. Please contact Human Resources at if you require reasonable accommodation.

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.