Typical Day in Role:
Leads and drives a customer-focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Financial Planning:
Ø Preparation of Canada Customer Contact Centres’ annual budgeting process utilizing zero-based budgeting principles while ensuring Operational Expense (OpEx) budgets are submitted on time and within financial targets.
Ø Refresh the OpEx forecast monthly to support executive leadership team in informed business decision making.
Ø Maintenance of financial information, working closely with both Canadian Banking (CB) Finance and Global Operations (GO) Finance groups on budgets, variance reporting and forecasting.
Reporting & Analytics:
Ø Monitor & analyze in-country Contact Centres’ operating expenses and charge-outs for services provided
Ø Provide OpEx variance reporting with commentary explaining actual expenses vs. plan for Executives, Contact Centre heads and internal clients in view of guiding the decision-making process
Ø Identify potential cost savings opportunities to achieve financial targets
Ø Ongoing process improvement applying automation where possible
Ø Data collection of international Contact Centres Financial metrics
Expenses:
Ø Ensure invoices are approved and paid accurately and in a timely manner
Ø Ensure expenses adhere to bank policies
Ø Oversight of the expense pre-approval process
Ø Performs a monthly reasonability check of general ledger entries
Ø Preparation of monthly accrual & deferral entries
Ad-hoc Executive Reporting:
Assist with responding to frequent ad-hoc information requests from Executives, Contact Centre heads and internal clients in support of informed business decisions.
Candidate Requirements/Must Have Skills:
• 3+ years of related experience (reporting, analytics, finance, Contact Centres, etc.)
• Highly skilled in MS Excel manipulating big data, statements and formulas with proficiency in MS Word and MS PowerPoint
Nice-To-Have Skills:
• Spanish is an asset
• Experience with PowerBI is an asset
• Previous experience in any financial institution is an asset
Soft Skills Required:
• Strong analytical, negotiating, conceptual thinking and problem-solving skills.
• Excellent written and verbal communication skills
• Organizational skills and ability to work with minimal supervision
• Ability to review quantitative data for purposes of qualitative decision-making
• Ability to work in a high-paced, deadline-oriented environment with changing priorities
• Positive attitude and high level of curiosity
Education & Certificates:
• Business degree in a related field (Math, Finance, Accounting, Computer Science, etc.)