Bilingual Business Analysis Specialist
Toronto, ON, CA
3d ago

Requisition ID : 74993

Join the Global Community of Scotiabankers to help customers become better off.

Job Title : Business Analysis Specialist

The Team

The Global Collection Production Support team serves a vital role in ensuring the various Collections Call Centres are operating with full system availability by responding to incidents as they occur and to provide pre-emptive measures to avoid service disruptions.

The Role

The BA Specialist is the team leader responsible for incident management, directing the team on triage, stakeholder communications, technical engagement, problem solving approach, and resolution.

Some of the key accountabilities include :

  • Incident management : Receive and respond to incidents; Co-ordinate all necessary resources towards resolution; Assist Operations with Contingency measures;
  • Implement solutions; Work with application Development groups on post incident follow up activities.

  • Business communications : Provide timely written communication in English and Spanish to various stakeholders; Articulate Production issues to various stakeholders;
  • Translate key points of discussions between English and Spanish only participants.

  • Management reporting : Prepare analysis and summaries of Major Incidents to management and / or governing groups; Identify trends and recommend solutions to mitigate future disruptions;
  • Provide ongoing insight to management of Production issues.

  • Process Improvement : Identify areas of opportunity in existing processes including : Collections Batch Processing; System maintenance support.
  • Flexible Support : Work hours according to Operational needs including : working occasional evening, weekend and / or holiday hours to support Production sites and System maintenance activities.
  • Results focus : Assume ownership of Production issues; Resolve Operational problems with thoughtful solutions and / or work arounds ensuring sites can operate with minimal disruptions.
  • Subject matter expert (SME) : Develop a strong understanding of the Collections business operations and technical processes;
  • Become an SME for Collections and shrive to become a trusted advisor.

    What You Will Bring to Succeed .

  • Problem management can apply best practices to identify risk in business or technical processes; formulate practical solutions;
  • articulate solutions to stakeholders; implement solutions.

  • Leadership skills - you often lead team members through complex situations in a manner that gains you their trust, confidence and support
  • Analytical skills - you consistently demonstrate ability to understand complex problems and / or processes with minimal expertise in a given technology;
  • able to apply experience across technologies and / or business lines.

  • Commitment to customer service - you are empathic to the needs of customers and often achieve high levels of customer satisfaction;
  • will learn whatever is necessary to support business needs.

  • Communication in Spanish and English - you can easily articulate complex issues in either language and translate discussions between the two;
  • have advanced level writing skills in both languages.

    The Workplace

  • We are technology partners who help the business transform how our employees around the world work
  • We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
  • You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world
  • We foster an environment of innovation and continuous learning
  • We care about our people, allowing them to design how they work to deliver amazing results
  • We offer a competitive total rewards package, including a performance bonus, company matching programs (on pension & profit sharing), and generous vacation
  • Scotiaban k

    As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries.

    We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone.

    If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know.

    If you require technical assistance please click here. Candidates must apply directly online to be considered for this role.

    We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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