Career Opportunities: Senior Analyst Contact Centre Analytics (13330)

Division: IGM Client Services Operations Location: Montreal or Winnipeg   IGM Financial Inc. is one of Canada's leading diversified wealth and asset management companies with approximately $271 billion in total assets under managements.  The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals.  Its activities are carried out principally through IG Wealth Management and Mackenzie Investments.    Under IGM Financial's unique business model based on leading brands and multi-channel distribution strategy, we’re IG Wealth Management. For over 90 years of business, we have grown to become one of the largest most respected companies in Canada. We are a leader in providing the best advice, experience and outcomes for our clients, personalized throughout their lifetime.   At IG Wealth Management, our vision is to inspire financial confidence.   This is your opportunity to build a career with a leading organization where you can learn, grow and thrive both professionally and personally. We are proud to be recognized as one of Canada’s Top Employers by Mediacorp Canada Inc. for empowering our employees with the tools to thrive while working remotely, while also providing resources to ensure physical and mental wellness were put front and center.   You will join a team that believes our success starts with the success of our clients, while working together as a team to realize our greatest potential.  You will join a team that strives towards excellence while developing and sharing skills and knowledge. You can make a difference for our clients, the world around us and be part of a team that cares. We are dedicated to offering a hybrid work environment when applicable.   IG Wealth Management is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.   Position The objective of this role is to enable services that assess, analyze and explain Client Service Operations (CSO) -  Digital Product Services metrics for performance related highlights as well as Continuous Improvement opportunities for cost savings and client experience improvements.  Individual will contribute to the design and management of a robust reporting framework that enables effective analytics.   The role will focus on   Identifying valuable data points to drive out meaningful insights.   Collaborating closely with Client Service Operations (CSO) teams to land on meaningful narratives and drive results.   Information will be consolidated and communicated to targeted executive and business stakeholders via storytelling presentations and/or regular occurring meetings. This position requires a foundational understanding of CSO Digital Products and business operations.    Key Traits  You are creative and comfortable with ambiguity  You enjoy tackling complex problems and proposing creative solutions  You are inherently curious; you notice things that others do not  You are a people person, comfortably collaborating across multiple departments and levels within the organization  You are a confident communicator and present ideas clearly; you simplify complex or technical concepts for non-technical audiences   You effectively balance competing demands and always meet key deadlines; efficiency is your priority  You do not give up easily, but know when to stop or ask for help  You are eager to learn and strive to continuously improve    Key Accountabilities        Dashboards, KPI's and Reporting – Requirements / Analysis / Build  Proactively works with CSO teams to identify meaningful KPIs to evaluate CSO service performance and client experience  Works closely with data owners, product owners and service partners to agree on data sources, aggregation methodology and process for interpretation    Builds supporting self-serve dashboards that are easy to interpret and rich with insightful information   Plans and socializes effective processes with supporting RACI to collect insights   Designs PowerPoint decks that consolidate knowledge, insights, and recommendations in a clear, succinct, and action-oriented presentations  Strives to automate and provide self-serve capabilities         Executive Reporting  Facilitates the efforts to prepare wide range of executive reports with quality content on time  Draws out initial technology insights from data and collaborates with technology groups to land on meaningful narratives  Plans effective engagements to solicit additional content; involves the right people at the right time  Prepares clear, succinct and action orientated presentations to support the leadership in presenting the findings; ensures PowerPoint decks carry a consistent and professional format  Proactively identifies enhancement opportunities and implements continuous improvements to reports and supporting processes   Strives to automate and provide self-serve capabilities         Operational Reporting   Prepares and delivers daily, weekly, monthly, and ad hoc reports with quality content on time  Proactively identifies and implements continuous improvements  Strives to automate and provide self-serve capabilities          Strategic Planning  Identifies opportunities to maximize the effectiveness of our services  Contributes to team’s strategic plans to grow our capabilities and expand our service offerings        Qualifications  Post-secondary degree/diploma in a relevant discipline and/or equivalent work experience  2+ years analytical experience  2+ years experience developing data-driven dashboards  Experience facilitating group discussions to solicit information or to solve problems  Experience storytelling: ability to communicate knowledge, insights, and recommendations in a clear, succinct, and action-oriented way to a variety of business and technical audiences  Experience interacting with leadership roles and senior executives   Understanding of ITIL processes and IT Service Management tools  Ability to successfully navigate within varying degrees of ambiguity in a fast-paced environment   Strong analytical and problem-solving skills; ability to effectively collaborate with multiple groups on a solution  Strong verbal and written communication skills; ability to articulate technical messages to non-technical audiences   Ability to build relationships with all levels within the organization and externally  Strong PowerPoint and deck building/storytelling skills  Proficient in Microsoft Office 365 tools  Advanced Excel and PowerPoint skills  Experience with visualization tools  Ability to read and write code and SQL    Additional Requirements  Ad hoc off-hour support will be required for this position     As this position is posted in Montréal, Toronto and Winnipeg, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English.   Please visit our career page by clicking on the following link: https://www.ig.ca/en/careers   We thank all applicants for their interest in IG Wealth Management; however only those candidates selected for an interview will be contacted.   IG Wealth Management is an accessible employer committed to providing a barrier free recruitment experience. 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