Scotiabank

Manager, Collections Customer Communications Strategy Analytics

Scotiabank$80K — $110K *
Finance & Insurance
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 3-5 years of analytical experience with statistical analysis
  • Advanced knowledge of reporting & statistical software (SAS, Power BI, SQL, & Python)
  • Experience with SQL Server and large complex databases
  • Results-driven with a high level of curiosity
  • Strong analytical, problem-solving, and communication skills
  • Exceptional organizational skills for managing competing priorities
  • University degree in Economics, Finance, Engineering, Mathematics, Computer Science, or related discipline.

Responsibilities

  • Conduct data analysis on customer behavior and collection treatment effectiveness
  • Identify and track KPIs for communication strategies and report to stakeholders
  • Utilize champion/challenger methodologies for measuring campaign effectiveness
  • Oversee production of customer behavior analyses and recommend strategy improvements
  • Design and implement end-to-end communication strategies from analytics to deployment
  • Produce performance reports focusing on loss avoidance and cost efficiency
  • Monitor digital communication strategies for actionable improvements
  • Develop business line relationships to enhance customer experience.

Benefits

  • Inclusive culture that supports diversity, equity, and allyship
  • Commitment to accessibility and removing barriers
  • Upskilling opportunities through online courses and tuition assistance
  • Competitive rewards including bonuses and flexible vacations
  • Community engagement programs fostering belonging and participation.
Full Job Description
Requisition ID: 262870

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.

Is this role right for you? - In this role you will:

  • 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


Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:

  • 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.


What's in it for you?

  • Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
  • Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
  • 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!


Location(s): Canada : Ontario : Toronto

Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

About Scotiabank

Scotiabankers are committed to helping individuals, companies, and communities to thrive in a changing world. From personal and business banking, brokerage, and insurance, to private wealth, and the most sophisticated commercial, corporate and institutional services, they serve the diverse needs of some 21 million customers in more than 55 countries. Founded in 1832 in Halifax, Nova Scotia, their growth has always been fuelled by the success of their customers and their longevity secured by an unshakable commitment to carefully and expertly managing risk and capital. That focus on doing what's right for customers—short- andlong-term—has made us a global financial services leader. Headquartered in Canada, they are over 86, 000 Scotiabankers strong. Each of us are committed to being the best at understanding their customers' needs and all of us working together to deliver practical advice and relevant solutions that help their customers become financially better off.

Scotiabank Careers

Join Scotiabank, a premier financial institution, and become part of a diverse and inclusive team that’s leading the way in global banking. At Scotiabank, we offer more than just job opportunities; we provide a platform for professional growth and innovation in the financial services industry.

Work You’ll Do

At Scotiabank, we’re not just filling positions; we’re cultivating leaders. Dive into a workplace where diversity training and leadership development shape the path to your future. Our commitment to professional growth is evident in our robust training programs and continuous learning opportunities that foster innovation and strategic thinking.

Explore a World of Opportunities

Whether you’re looking for a full-time position, an internship, or a leadership role, Scotiabank has a spectrum of opportunities to fit your career ambitions. Our team is composed of individuals who bring a wealth of skills and perspectives to our company, driving us forward with their creativity and strategic insights.

Innovative Work Environment

Scotiabank’s culture is one of collaboration and respect, where each team member’s contribution is valued. Engage in meaningful work that challenges you to leverage your skills and push the boundaries of what’s possible in the banking sector. Our innovative projects not only support the growth of the company but also ensure our position as a leader in the industry.

Benefits and Growth

Choosing a career at Scotiabank means opting for a life of growth and opportunity. Our employees enjoy competitive benefits, including comprehensive health coverage, retirement plans, and flexible working conditions, all designed to support your career and personal life. We believe in nurturing our team’s potential by providing them with the tools they need to succeed both professionally and personally.

Join Our Team

Ready to take the next step in your career? Explore the job opportunities at Scotiabank by searching our open positions that match your skills and interests. We are continuously hiring and looking for passionate, curious, and solution-driven team players.

Networking and Professional Development

Stay connected and advance your career through Scotiabank’s extensive networking opportunities. Participate in events that connect you with other professionals and leaders within the industry. Our career resources will help you prepare your resume, ace your interviews, and land the job that best suits your career goals.

Stay Ahead

Keep up to date with the latest in career tips, industry insights, and company news—all from the people who work here at Scotiabank. Personalize your experience by subscribing to job alert emails tailored to your preferences and be the first to know about new openings and exciting developments. Join Scotiabank and be part of a team that values integrity, respect, and accountability. Discover how your career can flourish in an environment committed to your professional development and personal growth.
Learn more about Scotiabank
Size
90,619 employees
Market Cap
$57.5 billion
Industry
5 Year Trend
+7%
NASDAQ

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