Title:  Manager, Collections Customer Communications Strategy Analytics

Requisition ID: 262870


We are committed to investing in our employees and helping you continue your career at Scotiabank.

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 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, 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. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our  Recruitment team know. If you require technical assistance, please click here. 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.