As a Performance Scorecard Associate within our Performance, Reporting, Insights Team, you will be instrumental in delivering customer operations performance insights. You will work closely with the Performance Scorecard Lead, querying and wrangling data, and using descriptive analytics and various data storytelling techniques. Your role will also involve applying various statistical models on contact center employee performance in determining Key Performance Indicators goals vis-à-vis business targets. This role offers the opportunity to collaborate with various teams and contribute significantly to our business analytics operations.

 

Job Responsibilities:

Provide performance insights through data storytelling and visualization of various statistical models, such as Performance distributions, Outlier analysis, Descriptive statistics and Regression analysis Deliver performance scorecard goal calibration by reviewing operations historical performance Deliver performance scorecard goal calibration by recommending goals/step goals vs business targets. Deliver performance scorecard goal calibration by running and modeling performance measures to normalize performance distribution. Deliver performance scorecard goal calibration by running pilot programs for new scorecards/ Key Performance Indicators Deliver performance scorecard goal calibration by collaborating with the Business Analyst Leads, the business and functional teams (ie. Human Resources) in implementing scorecard changes. Build balanced scorecard solutions to business areas not yet supported by International Consumer Banking-wide scorecard dashboards. Align book of work to privacy and data governance principles and expectations and ensure robust controls are being observed. Collaborate within a scrum team--working closely with other functional groups within the Performance, Reporting, Insights Team.

Required qualifications, capabilities, and skills 

7+ years in a business analytics/data-related role AND statistics within contact centre operations. Advanced excel skills (ie. Index Match, xlookup, Analysis Toolpak, Visual Basic for Application, etc) Excellent user of Microsoft Office products (Powerpoint, Excel, etc) Strong data visualisation skills and ability to tell a compelling data story. Strong analytical and problem-solving skills, communication skills (verbal and written), and presentation skills. Hands on experience of various statistical software Ability to articulate complex data to non-data users in a way that would be easily understood.   Strong inter-personal skills with ability to forge strong relationships with key stakeholders Effective organizational skills including ability to manage own workload and deliverables

Preferred qualifications, capabilities, and skills 

Highly experienced in data wrangling tools (ie Structured Query Language, Alteryx), certification a plus Experience working Agile and using JIRA/Confluence is a huge plus.

 

 

TENURE:

Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.

PERFORMANCE:

Meets satisfactory performance standards as defined by the firm

You affirm that you meet the Internal Application Eligibility Requirements. This includes checking or declaring potential conflict of interest as stipulated in the Employment of Relatives and Employees in Personal Relationships Policy.

By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm’s Human Resource Policies and Guidelines.

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In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.