Title:  Senior Manager, Channel Lead Orchestration - Tangerine

Requisition ID: 236328

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

What you will be doing:

Leads and oversees the strategy, flawless execution, and ongoing improvement of channel lead programs with the contact center, squads (including marketing) to drive client primacy, engage and deepen customer relationships and target revenue and profitability objectives for key strategic segments. This role is also accountable for overseeing the execution of client centric lead programs with the contact center, squads and cross-functional teams to develop omni-channel programs that connect digital channels and sales enablement tools to ensure the most optimal sequenced experience for our clients and agents. The role in the short term will also be responsible to lead the broader contact center sales strategy with many cross-functional teams to enable inbound and outbound sales opportunities. 
  
The role is critical in driving channel sales KPIs through client-centric and data-driven program execution and innovation to deepen customer relationships and win the full customer relationship through effective client outreach and advice delivery. Ensures business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies, and procedures.

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

• Lead Program Management 
  • Support lead strategy, by managing execution of contact center lead programs and tactics including launching new programs identified through our client base, outreach journeys and moments of truth 
  • Support the shift to customer centric leads through steady execution and optimization of customer-centric multi-product lead programs  
  • Track and measure lead performance across programs with analytics and channel partners on monthly and quarterly basis to distribute to channel and product leadership  
  • Conduct deep dive analyses with analytics to identify new opportunities to enhance existing programs and identify gaps to improve efficiency and conversion rates  
  • Provide or support delivery of lead information required for various cross-functional teams
    
    
• Program Performance and Optimization  
  • Manage communication to contact center and leadership teams on lead priorities, new leads launching and key messages to drive consistency & unified approach  
  • Partner with growth squads, marketing and operational sales enablement teams to channel teams to manage lead naming, scripting and resources to support lead programs 
  • Test & learn new leads, incorporating new capabilities, offers, scripting etc 
  • Manage the prioritization of all sales leads into the contact center 
  • Work across squads and cross-functional teams to identify new contact center lead opportunities (inbound / outbound) 
  • As certain sales enablement features are unlocked, identify opportunities to plug into existing and new outreach programs 
  • Act as the change champion for enabling lead strategies opportunities into the contact center  
  • Support troubleshooting or problem resolution as required 
  • Optimize front-line channel growth results through identifying new channel programs to close performance gaps  
  • Work with growth squads to identify always on journeys to sequence digital and contact center channels together based on client needs and key data 
  • Support the contact center sales leads enablement strategy for Tangerine in the short term by working across stakeholders in product, marketing, operations to build the blueprint and gain the appropriate buy in to grow the channel 
    
    
• Lead Forecasting 
  • Support lead forecasting through ongoing updates with Planning and Performance, Squads, contact center and operations to identify any new leads being planned for deployment 
  • Identify any initiatives impacting leads and significant changes to lead volumes and develop quarterly analysis of leads 
  • Support monthly analyzing of contact center leads for leadership in partnership with planning and performance team 
  • Ensure updates to branch leads are integrated with leads and campaign trackers in partnership with planning and performance team 
    
    
• Leadership  
  • Lead and drive a customer focused culture with many teams to deepen customer relationships and leverage broader Bank relationships, systems and knowledge 
  • Build a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviors; communicating vison/values/business strategy; and, managing succession and development planning for the team 
  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions 
  • Create an environment in which you and your team pursue effective and efficient operations of their respective areas in accordance with Tangerine’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk 
    
    

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

• Post-secondary education (marketing/business administration preferred) 
• 5+ years of management experience, including in Channel Marketing, Channel Programs, Customer Strategy, or Product/Program Management, specifically in organizations with broad geographical distribution network 
• Strong ability to build comprehensive strategies and proposals  
• Ability to analyze large data sets and derive insights  
• Strong organizational change management orientation  
• Strong strategic thinking and results focus skills 
• Demonstrated success in working cross-functionally to deliver large, multi-faceted projects 
• Understanding of Retail Products financials and P&L 
• People management experience, preferred 
• Innovative mindset who is very effective at seeing a strategy through from start to execution 

What's in it for you?

• Help lead the design of Canada’s most innovative digital wealth experience.
• Work in a mission-driven culture that prioritizes empowerment, diversity, and continuous learning.
• Join a modern banking environment where design plays a central role in shaping client value.
• Be part of a high-visibility team that is reimagining the future of personal finance in Canada
• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.
• You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don’t apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.
  
  

*Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)

Location(s):  Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.