Job Description
Seeing beyond numbers
TM
At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 3,000 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.
This role sits within LBC Tech, a subsidiary of Laurentian Bank Financial Group.
This role is accountable for developing and managing the long-term planning cycle for the Contact Centre, including monthly revisions and re-forecasts. They are also responsible for Executive level report of performance metrics against targets. This role supports our Personal Banking Sector.
The role will have high visibility to Executive leadership team, including providing recommended solutions to meet our strategic goals.
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º Lead and support the development of the Contact Centre strategic, operational, and financial plans including the development and/or refinement of outcomes, measures, targets, by collaborating with various business groups and Contact Centre leadership team.
º Develop and manage financial budgets, identify risks, and determine mitigation strategies.
º Orchestrate and maintain 12 month rolling in-year financial forecast for all of Contact Centre teams, linked to workforce capacity planning models.
º Drive long range staffing capacity planning cycle, in collaboration with operations, in alignment with organizational goals, including recruitment, hiring, and training recommendations.
º Maintain and enhance capacity planning models to assess current and future impacts - predictive and scenario-based models. Including but not limited to call volume, AHT, load/shrinkage factors, attrition and hiring plans.
º Work with stakeholders to conduct current state analysis, develop vision and mission, establish strategic priorities and initiatives, create performance measures, and define accountability/responsibility.
º Collaborate with internal business groups for the purpose of exchanging information relating to market, forecast assumptions and other financial matters impacting the P&L and the Contact Centre driver metrics.
º Compile historical data to facilitate the forecasting design process including transaction volumes, average handle time and shrinkage, etc.
º Conduct multi-layered "what if" scenarios to assess volume, staffing, performance and cost impacts to changes in the business.
º Maintain and analyzes records of actual volumes compared to forecast and recommends changes to enhance productivity.
º Understand and assess complex sets of information and be able / comfortable to provide insights and recommendations to improve operational effectiveness.
º Support business units to meet capacity requirement and provide solutions to help improve performance metrics.
º Develop reporting processes and dashboards for operational leaders within Contact Centre organization.
º Develop and deliver executive level presentations related to monthly, quarterly, and annual Contact Centre performance.
º Be an agent of change for the department by identifying and recommending solutions and improvements to processes and systems (e.g. drive improvements and structure of key excel workbooks used for Planning and Forecasting).
º Provide mentorship and guidance to workforce management advisors in the delivery of high-quality work.
º Lead ad hoc analysis as required.
Technical
º University Degree in a related field and 5 years of related experience in a similar environment or combine experiences.
º Robust analytical and problem-solving skills as well as flexibility to adjust to evolving business needs and work effectively in cross-functional teams.
º Skilled in synthesizing unstructured data to create insightful management reports and presentations for the leadership team.
º Technical expertise regarding data models, database design development, data mining and segmentation techniques.
º Advanced ability to use BI tools to prepare analysis and data visualization.
º Experience with the development of staffing capacity and financial models, workflow and analysis for business and process efficiency improvements.
º Knowledge and understanding of industry-related language and technology, Contact Centre metrics, workforce planning concepts and procedures.
º Proficient use of and knowledge of call management system, workforce management software, reporting tools and technology.
º Advanced Excel skills are required, and knowledge of workbook optimization and version control would be an asset.
º High level of comfort using the full suite of Microsoft Office products (Excel, Word, Access, Outlook and Power Point).
º Bilingualism preferred (English & French).
Leadership
º Ability to thrive in a fast-paced, detail-oriented environment.
º Excellent verbal and written communication skills, English & French preferred.
º Exceptional interpersonal skills, self-starter, time management, results driven, flexible, highly motivated, and autonomous.
º Strong ability to work collaboratively in a virtual/remote environment.
º Customer first mindset.
º Curious, with an agile, innovative, and continuous improvement / growth mindset and track record for innovation, process improvement and positive disruption.
º Critical thinker and problem solver.
Equity, Diversity & Inclusion:
We are proud to be an equal opportunity employer and are committed to fostering an inclusive and accessible work environment that reflects the diversity of our customers and our communities. We welcome and encourage applications from individuals from all groups, including Indigenous people, women, visible minorities, and persons with disabilities, regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability or any other legally-protected ground.
Accessibility:
Accommodations for persons with disabilities are available upon request for job applicants taking part in all aspects of the recruitment process.
PIPEDA:
We may collect, use or disclose your personal information for the purpose of establishing an employment relationship with you.