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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong business analysis capabilities with a focus on data-driven decision-making, risk assessment, and project management. Proven ability to collaborate across teams and influence stakeholders to enhance client experience and operational efficiencies.
Highest-signal resume keywords
Business Analysis ExperienceProject ManagementAgile MethodologyRisk AssessmentClient Experience Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data-Based AnalysisCost/Benefit AnalysisFeasibility EvaluationProcess DigitizationDigital Solutions Coordination
Soft Skills
Strong Analytical SkillsExcellent Communication SkillsInterpersonal SkillsInfluencing SkillsProblem-Solving Skills
Industry Keywords
Group BenefitsBusiness Continuity PlansContact CentreCollaborationAudit Management
About the role
Key responsibilities & impact- Drive business growth, innovation, and efficiencies through data-based analysis and collaboration with analysts, developers, and trainers
- Influence key individuals to implement new initiatives and best practices
- Provide strategic input to business planning and direction
- Develop and present cost/benefit cases and alternative assessments for service and efficiency improvements
- Participate in Agile-based projects and initiatives
- Identify and mitigate risks to the Contact Centre while collaborating on business solutions
- Collaborate with internal and external audit to manage risk effectively
- Coordinate management and ongoing maintenance of business continuity plans
- Initiate, plan, and deliver solutions improving client experience and creating efficiencies
- Represent the Contact Centre in projects and initiatives involving process digitization and new technology
- Report to the Director, Readiness, Delivery and Change, Global Contact Centres
Requirements
What you’ll need- 5-7 years of business analysis experience
- Self-starter able to work independently even when there is ambiguity
- Quick learner able to understand and apply new concepts quickly
- Strong analytical, project management and/or problem-solving experience
- Expertise evaluating feasibility or practicality of ideas and options, and assessing risks and tradeoffs
- Ability to communicate business needs and client/business impacts, written and verbal
- Proven track record of building strong relationships
- Ability to collaborate with people from various levels and teams to execute effectively on a common goal or initiative
- Passion for effortless customer service
- Excellent influencing, interpersonal, and presentation skills
- Good judgement and flexibility in dynamic environments
- Experience with Group Benefits and/or systems is an asset
- Experience with Project Management and/or Agile methodology is an asset
- Experience identifying and coordinating digital solutions is an asset
Benefits
Comp & perks- A competitive salary and benefits packages
- Growth trajectory encouraging you to follow your passions and learn new skills
- Career path development
- Flexible work policies and strong work-life balance
- Professional development and leadership opportunities
- Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
- Adoption/surrogacy and wellness benefits
- Employee/family assistance plans
- Retirement savings plans, including pension and global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Incentive programs and incentive compensation tied to business and individual performance
- Reasonable accommodation during the application process