Senior Analyst, Operations and Customer Experience

Haventree Bank is a private Canadian Schedule 1 bank specializing in alternative mortgage programs and insured GIC deposits. We help hardworking Canadians from coasttocoast achieve homeownership by offering flexible mortgage solutions. Our insured GIC deposits offer competitive rates and are available through a variety of wealth management platforms.

About Haventree Bank

Headquartered in Toronto Ontario Haventree Bank (Haventree) is a mission driven alternative mortgage lender. The name Haventree is representative of the banks mission to help its customers find a place of refuge and to lay down new roots for the future. Haventree exists to be a catalyst of financial security and upward mobility for Canadians who are underserved by the traditional financial system.

Position Summary:

Reporting to the Senior Manager of Mortgage Servicing this position is pivotal in aiding decisionmaking through datadriven insights and analytics for mortgage and broker deposit portfolios. Additionally it will provide essential insights into new directtoconsumer product offerings. The role is crucial in defining key success metrics for the contact center and customer experience initiatives. The ideal candidate will possess a robust analytical background strong business acumen and the ability to convey complex insights to diverse stakeholders.

Major Duties & Responsibilities:

• Monitor KPIsand handle adhoc analytical requests for the Servicing Department and DirecttoConsumer business (e.g. fee monitoring customer retention portfolio runoff).
• Analyze Contact Centre operationsto suggest improvements for quality and efficiency (e.g. cost per contact service level).
• Forecast staffing needsfor Contact Centre and mortgage renewals to ensure adequate coverage and responsiveness including recommendation on agent scheduling.
• Provide analyticsfor monthly and quarterly executive meetings to inform strategic decisions and performance tracking.
• Conduct root cause analysisto identify customer pain points and recommend solutions.
• Set agent targets and manage performance scorecards.
• Maintain and enhance dashboards for the mortgage deposit and direct to consumer portfolios including the Contact Centre.
• Collaborate with Data enablement and BI Leadto ensure data completeness and availability.
• Prepare presentation slidesfor various audiences including Executive leadership.
• Apply strong Data Governanceand recordkeeping practices with sensitive data; support the Data Governance working group.
• Ensure compliancewith company policies including AML/ATF requirements and mitigate risks.
• Collaborate with crossfunctional teams including data engineering technology finance and treasury.
• Support team memberswith advice based on experience and knowledge.
• Learn new applications and processesquickly with minimal direction.

Qualifications & Experience:

Degrees Diplomas & Certifications:

• The position requires an undergraduate degree in a relevant field.

Years and Range of Experience Required to Perform the Job:

• The position requires at least 35 years experience working in an analytics/servicing environment within the financial services sector.
• Proficient in Microsoft Office and comfortable working in a paperless environment.
• Hands on experience with reporting and analytics in Excel/Salesforce/Power BI/Tableau.
• Interpersonal communication listening skills and the ability to build relationships.
• Experience working in a multi/omni channel contact center environment an asset.
• Knowledge of relevant industry regulators (OSFI FCAC FINTRAC) an asset.

While we thank everyone for their interest in Haventree Bank please note that only candidates selected for an interview will be contacted. Haventree Bank is committed to providing accommodation when needed. If you require an accommodation we will work with you to meet your needs.

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