Manager, Collections Customer Communications Strategy Analytics

Scotiabank • Ottawa, ON

1d • Onsite

About The Position

We are committed to investing in our employees and helping you continue your career at Scotiabank.

The Role:

Conduct analytics to improve Canada Collection’s digital communications strategies in order to maximize dollars collected while delivering on the Bank’s credit loss & operations expense plans.

Requirements

• 3-5 years of analytical experience including statistical analysis
• Advance knowledge and 3+ years expertise with reporting & statistical software packages such as SAS, Power BI, SQL, & Python
• Experience with SQL Server
• Experience manipulating large and complex databases
• Results driven individual with high level of curiosity and ability to dive into details without losing sight of the big picture
• Strong Analytical, problem-solving, and communication skills
• Exceptional organization skills to prioritize, manage, and implement a variety of competing initiatives, on a concurrent or staggered basis
• A University degree in Economics, Finance, Engineering, Mathematics, Computer science, or information technology related discipline.

Responsibilities

• Conduct data analyses of customer behavior and effectiveness of collection treatments (SMS, email, IVR & Live call). Recommend improvements to communication strategies to Canada Collections leadership team
• Identify and track KPIs related to the communication strategies performance and communicate accordingly to the stakeholders.
• Leverage champion/challenger methodologies to measure effectiveness of email & sms campaigns in order to contribute to production of monitoring & performance reports, measuring benefits in cost to collect
• Oversees production of analyses pertaining to customer behavior and effectiveness of collection treatments. Recommends improvements to communication strategies to Canada Collections leadership team
• Responsible for the end-to end design and implementation of communication strategies, from data analytics to identify opportunities & monitor results, to system configuration to deploy strategies into production
• Produce monitoring & performance reports, measuring benefits in loss avoidance & cost to collect. Communicate results & generate recommendations with focus on incremental profitability
• Monitor effectiveness of digital communication strategies, identifying actionable opportunities to address market & portfolio headwinds
• Develop & improve business line relationships to expand scope of existing services and enhance customer experience
• Keep abreast of emerging regulatory requirements and trends, assessing potential impact to the bank, making recommendations to management and senior executives on strategies to mitigate impact and enhance effectiveness

Benefits

• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, Humans of Digital and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager