Project Lead, Contact Centre & Client Solutions - Scotia iTRADE

Scotiabank • Toronto, ON

3d • Hybrid

About The Position

The Project Lead, Contact Centre & Client Solutions, drives the successful execution of multiple project initiatives in a fast-evolving digital environment. This role collaborates with Scotia iTRADE Directors, business analysts, business stakeholders, technology teams, and support partners to define, lead, and deliver business requirements, system, process, workflow, and application solutions meeting iTRADE business objectives. Projects may involve launching new digital products, enhancing existing platforms or processes, or resolving urgent production issues requiring swift analysis, control, and clear communication. The Project Lead flexibly operates as a project manager, business analyst, or subject matter expert based on project needs, and is adept at managing several concurrent projects in a dynamic, agile setting.

Requirements

• Bachelor’s degree in business, technology, or related field (or equivalent experience)
• 3-5 years of online brokerage, contact centre, and/or banking experience, with a strong orientation toward client experience and digital innovation
• Advanced analytical and problem-solving skills, including data analytics and process optimization
• Exceptional written and verbal communication skills, with proficiency in virtual collaboration tools
• Strong interpersonal and stakeholder management skills
• Excellent organizational and strategic planning abilities
• Demonstrated ability to manage several concurrent projects and prioritize effectively in a fast-paced, agile environment
• Comfortable collaborating with professionals across multiple disciplines and varying levels of technical expertise
• Meticulous attention to detail and commitment to quality outcomes
• Superior documentation and reporting skills
• Proficiency with MS Office, Visio, Project, and familiarity with cloud-based collaboration tools and modern database platforms (e.g., SQL, AS400, or similar)

Responsibilities

• Manage multiple projects to deliver innovative solutions addressing complex business challenges. Responsibilities include agile resource planning and scheduling, creating comprehensive project roadmaps, monitoring progress using real-time dashboards, and fostering collaboration and consensus among cross-functional teams and senior leadership.
• Independently solve intricate, multi-dimensional problems by leveraging deep financial services and technology expertise. Tasks include conducting advanced research and data analysis, clearly defining user requirements and business processes, and engaging stakeholders to ensure solutions are user-centric and compliant with regulatory standards.
• Lead and participate in the end-to-end implementation process, including gathering and refining business requirements, designing user-centric workflows, developing comprehensive testing strategies, executing test cases, documenting user procedures, overseeing data migration and system integration, and providing ongoing post-launch support.
• Deliver business support to operations teams, covering both new and existing products, responding to ad hoc queries, facilitating user training, and aiding in the design, testing, and deployment of system enhancements. Effective communication with all levels of management and users, timely issue resolution, and escalation are key.
• Manage and optimize vendor partnerships for relevant products and services. Ensure that vendors consistently meet contractual obligations by delivering high-quality, secure, and timely solutions. Evaluate and onboard new suppliers to ensure alignment with evolving business, regulatory, and quality standards.
• Continuously build and update knowledge of Online Brokerage’s evolving business strategies, digital transformation initiatives, risk management practices, product offerings, regulatory changes, back office processes, and emerging technologies—including cloud, automation, and cybersecurity—to deliver impactful business solutions and services for diverse business units and their users.
• Lead Contact Centre Readiness by driving change management strategies and activities, including impact assessments, frontline engagement, training delivery, and communication strategy, while proactively removing barriers related to change resistance to ensure successful implementation.

What This Job Offers

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