Senior Manager, Reporting & Insights

Scotiabank•Ottawa, ON

1d•Onsite

About The Position

The Senior Manager, Reporting & Insights contributes to the success of the Goal Planning & Measurement team by leading performance measurement, scorecard governance, reporting, and business insights for the Client Experience Centre (CEC). This role ensures performance is measured fairly, accurately, and transparently while providing meaningful insights that support decision-making and drive better outcomes for customers, employees, and the Bank. As a trusted partner to business leaders, the incumbent helps translate business strategy into measurable results, ensuring scorecards, goals, and performance measures reinforce the Bank's priorities, values, and desired behaviours.

Requirements

University degree in Business, Analytics, Statistics, Mathematics, Finance, Economics, or a related discipline.
Experience in performance measurement, scorecard management, reporting, forecasting, incentive programs, or business analytics.
Strong analytical and problem-solving skills with the ability to translate data into meaningful business insights.
Advanced Excel skills and experience working with large and complex datasets.
Strong communication, relationship management, and stakeholder influence skills.
Demonstrated ability to build trust, collaborate across teams, and lead through influence.
Passion for continuous improvement, innovation, and developing others.

Nice To Haves

Experience with Power BI, SQL, or other reporting and visualization tools is an asset.
Knowledge of Client Experience Centre operations, contact centre metrics, and workforce management practices is an asset.

Responsibilities

Lead the design, governance, and continuous improvement of CEC scorecards, goals, and performance measurement frameworks.
Ensure scorecards align to business objectives, customer outcomes, desired behaviours, and incentive programs.
Oversee scorecard inquiries, exceptions, accommodations, adjustments, and related governance processes.
Evaluate and refine scorecard methodologies, metrics, and targets through ongoing analysis and testing.
Lead the delivery of accurate, timely, and reliable performance reporting for leaders across the CEC.
Ensure strong data integrity through rigorous validation, quality control, testing, and issue resolution practices.
Analyze performance trends and translate complex data into actionable insights and recommendations that improve customer, employee, and business outcomes.
Support goal planning, forecasting, and performance reviews through meaningful analysis and reporting.
Build trusted relationships across CEC, HR, Operations, Technology, and Analytics teams to deliver business priorities and solve complex challenges.
Foster an inclusive environment where diverse perspectives contribute to stronger decisions and shared success.
Drive automation, simplification, and continuous improvement to enhance the effectiveness, efficiency, and scalability of performance measurement and reporting processes.
Promote integrity, fairness, transparency, accountability, and sound risk management in all activities and decisions.