Title:  Sr. Analyst, Product Operations

Requisition ID: 257836

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.

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.  

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!

Purpose

The Sr. Analyst, Product Operations will support the product team in the flawless execution of processes, change management and collaborate with internal and external partners for Tangerine’s award winning Credit Cards. They will work collaboratively with stakeholder groups across Marketing, Fraud, Technology teams and external vendors. The Sr. Analyst, Product Operations will analyze the business needs, translate them into requirements, and manage projects across the lifecycle (e.g. analysis, development, testing, and implementation).

Working with senior management, the successful candidate will contribute towards evolving our products and improving experience across the customer lifecycle, while ensuring we deliver quality experiences to our customers every day.

Accountabilities:

•    Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
•    Manage monthly OPEX consolidation activities, including monthly forecasts and invoice processing. 
•    Support rewards reconciliation processes with various internal and external stakeholders 
•    Research and support on TSYS systems to partners and internal stakeholders and lead the execution of any such changes required
•    Assist in the production incident management; identify potential operational and business changes to reduce production incidents
•    Analyze and develop recommendations for improvements and enhanced efficiencies for future portfolio initiatives
•    Implement critical partner change requirements and ensure timely implementation of new processes and operational changes involving third parties and external vendors
•    Coordinate with internal and external stakeholders to drive early resolution of questions and concerns, and implementation for projects/initiatives
•    Research and support identified customer questions and concerns related to disputes, frauds, collections etc., draw insights and develop recommendations
•    Partners with the marketing team & relevant product managers to develop a data driven engagement tactics that helps reduce customer attrition in the back book  

Education / Experience:

•    Bachelor’s degree or higher in Business or Technical discipline or equivalent
•    3+ years’ experience in working in Credit Card domain
•    Knowledge of TSYS or equivalent Credit Card processing systems is an asset
•    Effective project management, collaboration, and relationship management skills demonstrated through previous roles
•    Experience and working knowledge with database and data analytics; SQL knowledge is an asset
•    Able to work in cross functional teams on initiatives and projects of varying scope and duration simultaneously
•    Strong facilitation, analytical and problem solving skills
•    Strong communication skills, written and verbal

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.