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Lead, Customer Segments (program management & operations)

Job ID: 25-08701
Job Title: Lead, Customer Segments (program management & operations)
Location: Toronto, ON M7A 0A9 (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
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