Job Description

Requisition ID: 214504Tangerine 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:As the Project Manager, Channel Enablement, you will execute initiatives from the Client Service transformation roadmap, ensuring timely and budget-friendly delivery aligned with stakeholder expectations. Your focus will be on enhancing the client journey to deliver excellent experiences, achieve First Contact Resolution, improve operational efficiencies, and reduce contact center calls.Is this role right for you? In this role, you will:

• Oversee project deliverables and plans, ensuring stakeholders have the necessary information, support, and direction to meet deadlines.
• Lead and influence cross-functional teams to ensure high-quality project implementation.
• Collaborate with technical vendor partners to communicate the roadmap and secure their support and commitment.
• Evaluate enhancements within the multi-channel experience, identifying and optimizing synergies between channels.
• Regularly assess current channel capabilities to ensure they meet desired outcomes.
• Deliver projects/enhancements to meet KPIs and recommend corrective actions when necessary.
• Work with Product, Contact Centre, Operations, Design, and CX teams to develop change experience plans, identify experience gaps, and advocate for reduced complexity and customer effort.
• Identify negative change experiences from client feedback and work towards defining positive alternatives.
• Provide business requirements to product owners/agile teams and other stakeholders for developing the Chatbot digital channel experience.
• Analyze best practices, client feedback, new vendor offerings, and competitive analysis to recommend improvements to the client experience and tools.

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

• A university degree or over 5 years of related financial services experience.
• At least 5 years of project management experience, including digital banking or channel support.
• Strong analytical and problem-solving skills with a creative approach to solutions.
• Experience with Chatbot and Contact Centre (CCaaS) technology, and knowledge of AI.
• PMP certification and experience with Waterfall methodology.
• Strong communication skills with the ability to partner with various stakeholders, and manage multiple projects in a fast-paced environment.

What's in it for you?

• You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
• You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
• 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)#LI-HybridLocation(s): Canada : Ontario : TorontoAt 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.

Scotiabank