Senior Analyst, Operations and Customer Experience

Haventree Bank•Toronto, ON

47d

About The Position

Reporting to the Director, Operations, this position is pivotal in enabling operational and customer‑experience decision‑making through data‑driven insights and analytics for mortgage, broker, deposit, and direct‑to‑consumer (DTC) portfolios. The role provides proactive, regulator‑defensible insights to support servicing strategy, contact centre performance, and new product offerings. The incumbent is expected to translate complex data into clear, actionable insights for senior leaders and cross‑functional stakeholders, defining success metrics and performance frameworks that support both growth and risk management.

Requirements

Learn new tools, applications, and processes quickly with minimal direction, adapting analytics approaches as the DTC business and servicing
Minimum 3–5 years of experience in an analytics, servicing, or operational support role within the financial services sector.
Proficient in Microsoft Office and comfortable working in a paperless environment
Hands‑on experience with reporting and analytics using Excel, Salesforce, Power BI, Tableau, or comparable BI and analytics tools.
Strong interpersonal and communication skills, with the ability to explain analytical findings to both technical and non‑technical stakeholders
Demonstrated ability to work with imperfect or evolving data and still deliver reliable, decision‑ready insights

Nice To Haves

Experience working in a multi‑channel or omni‑channel contact centre environment considered an asset.
Knowledge of relevant Canadian financial services regulators (OSFI, FCAC, FINTRAC) considered an asset.

Responsibilities

Monitor KPIs and respond to ad‑hoc analytical requests for the Servicing Department and Direct‑to‑Consumer business (e.g., fee monitoring, customer retention, portfolio run‑off, transaction and servicing behaviour trends).
Analyze Contact Centre operations to identify opportunities for quality, efficiency, and self‑service adoption improvements (e.g., cost per contact, service levels, contact drivers)
Forecast staffing needs for the Contact Centre and mortgage renewals to ensure adequate coverage and responsiveness, including data‑driven recommendations for agent scheduling and capacity planning
Provide analytics and insights for monthly and quarterly executive meetings to inform strategic decisions, risk‑aware trade‑offs, and performance tracking.
Conduct root‑cause analysis to identify customer pain points across journeys and channels and recommend actionable solutions
Support the development and ongoing refinement of agent performance targets and scorecards, ensuring alignment with service objectives and customer outcomes
Support the implementation and ongoing refinement of a Workforce Management (WFM) framework, encompassing demand forecasting, capacity planning, scheduling discipline, and intraday performance management, to ensure the right resources are available at the right time while consistently meeting service‑level and customer‑experience objectives
Analyze trends related to payments, money movement, and transaction exceptions in partnership with Operations, Risk, and Fraud teams.
Maintain and enhance dashboards for mortgage, deposit, and direct‑to‑consumer portfolios, including Contact Centre performance and end‑to‑end customer journey metrics
Collaborate with Data Enablement and BI teams to ensure data completeness, consistency, and clear data definitions and lineage
Prepare clear, concise presentation materials for multiple audiences, including Executive Leadership, tailoring insights and narratives to the audience and decision context
Translate business questions into analytical requirements, KPIs, and reporting structures, working with technical partners where required
Apply strong Data Governance and record‑keeping practices when working with sensitive data, ensuring analytics outputs are auditable, consistent, and regulator‑defensible; actively support the Data Governance working group
Ensure compliance with company policies, including AML/ATF requirements, and identify potential operational or customer‑experience risks surfaced through data analysis
Collaborate cross‑functionally with Operations, Technology, Data Engineering, Finance, Treasury, Risk, and Fraud teams
Provide guidance and informal mentorship to team members by sharing analytical best practices, insights, and institutional knowledge
Learn new tools, applications, and processes quickly with minimal direction, adapting analytics approaches as the DTC business and servicing