Requisition ID: 104305Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
As Manager, Collections Customer Communications Strategy Analytics, the incumbent supports changes & analyses to improve Canada Collections customer communications strategies in order to maximize dollars collected while delivering on the Banks credit loss & operations expense plans.
What will your role be?
Implement changes to our customer communication strategies in order to improve customer contacts and dollars collected, while minimizing cost to collect
Conduct data analyses of customer behavior and effectiveness of collection treatments. Recommend improvements to communication strategies to Canada Collections leadership team
Optimize contact strategies leveraging available channels (SMS, email, IVR, & Live Call) to improve collections effectiveness & minimize loan losses
Implement & code changes into CCS platform leveraging champion/challenger methodologies to measure effectiveness of email & sms campaigns
Produce monitoring & performance reports, measuring benefits in loss avoidance & cost to collect. Communicate results & generate recommendations with focus on incremental profitability
Monitor effectiveness of email, sms, & live call 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
Skills you already have
3 5 years experience in collections operations and/or analytics
Experience with analytical software such as R, python, SAS, or SQL
Strong fundamental understanding of statistics
3 years experience managing dialer, IVR, and/or email campaigns
Strong collaboration, and communication skills
Demonstrated abilities to think strategically & drive results
Results driven individual with high level of curiosity and ability to dive into details without losing sight of the big picture
Exceptional organization skills to prioritize, manage, and implement a variety of competing initiatives, on a concurrent or staggered basis
A University degree in Business, Economics, Marketing, Statistics or Management Analytics
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.