Senior Analyst, Operations and Customer Experience

Haventreebank; Ontario; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

Haventree Bank is seeking a Senior Analyst for Operations & Customer Experience, pivotal for providing data-driven insights for mortgage servicing. This hybrid role involves monitoring KPIs, generating analytics for executive meetings, and improving customer experience through data governance and collaboration with cross-functional teams. Ideal candidates will showcase strong analytical skills and have 3-5 years in the financial services sector.

Qualifications

• 3-5 years experience in an analytics/service role in financial services.
• Proficient in Microsoft Office and comfortable in a paperless environment.
• Experience with multi/omni-channel contact centers is an asset.

Responsibilities

• Monitor KPIs and handle ad-hoc analytical requests for servicing.
• Analyze Contact Centre operations for improvements in quality and efficiency.
• Forecast staffing needs for adequate coverage and responsiveness.

Skills

Data analysis

KPI monitoring

Communication

Customer retention

Report writing

Education

Undergraduate degree in a relevant field

Tools

Excel

Salesforce

Power BI

Tableau

Job description

Senior Analyst, Operations and Customer Experience

Job Category : Servicing

Requisition Number : SENIO001129

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• Posted : May 20, 2025
• Full-Time
• Hybrid

Locations

Showing 1 location

Haventree Bank is a private Canadian Schedule 1 bank specializing in alternative mortgage programs and insured GIC deposits. We help hardworking Canadians from coast-to-coast achieve homeownership by offering flexible mortgage solutions. Our insured GIC deposits offer competitive rates and are available through a variety of wealth management platforms.

About Haventree Bank

Headquartered in Toronto, Ontario, Haventree Bank (Haventree) is a mission driven alternative mortgage lender. The name Haventree is representative of the bank’s mission to help its customers find a place of refuge and to lay down new roots for the future. Haventree exists to be a catalyst of financial security and upward mobility for Canadians who are underserved by the traditional financial system.

Position Summary :

Reporting to the Senior Manager of Mortgage Servicing, this position is pivotal in aiding decision-making through data-driven insights and analytics for mortgage and broker deposit portfolios. Additionally, it will provide essential insights into new direct-to-consumer product offerings. The role is crucial in defining key success metrics for the contact center and customer experience initiatives. The ideal candidate will possess a robust analytical background, strong business acumen, and the ability to convey complex insights to diverse stakeholders.

Major Duties & Responsibilities :

• Monitor KPIs and handle ad-hoc analytical requests for the Servicing Department and Direct-to-Consumer business (e.g., fee monitoring, customer retention, portfolio run-off).
• Analyze Contact Centre operations to suggest improvements for quality and efficiency (e.g., cost per contact, service level).
• Forecast staffing needs for Contact Centre and mortgage renewals to ensure adequate coverage and responsiveness, including recommendation on agent scheduling.
• Provide analytics for monthly and quarterly executive meetings to inform strategic decisions and performance tracking.
• Conduct root cause analysis to identify customer pain points and recommend solutions.
• Set agent targets and manage performance scorecards.
• Maintain and enhance dashboards for the mortgage, deposit and direct to consumer portfolios, including the Contact Centre.
• Collaborate with Data enablement and BI Lead to ensure data completeness and availability.
• Prepare presentation slides for various audiences, including Executive leadership.
• Apply strong Data Governance and record-keeping practices with sensitive data; support the Data Governance working group.
• Ensure compliancewith company policies, i ncluding AML / ATF requirements, and mitigate risks.
• Collaborate with cross-functional teams, including data engineering, technology, finance, and treasury.
• Support team members with advice based on experience and knowledge.
• Learn new applications and processes quickly with minimal direction.

Qualifications & Experience :

Degrees, Diplomas & Certifications :

• The position requires an undergraduate degree in a relevant field.

Years and Range of Experience Required to Perform the Job :

• The position requires at least 3-5 years experience working in an analytics / servicing environment within the financial services sector.
• Proficient in Microsoft Office and comfortable working in a paperless environment.
• Hands on experience with reporting and analytics in Excel / Salesforce / Power BI / Tableau.
• Interpersonal communication, listening skills and the ability to build relationships.
• Experience working in a multi / omni channel contact center environment an asset.
• Knowledge of relevant industry regulators (OSFI, FCAC, FINTRAC) an asset.

While we thank everyone for their interest in Haventree Bank, please note that only candidates selected for an interview will be contacted. Haventree Bank is committed to providing accommodation when needed. If you require an accommodation, we will work with you to meet your needs.

• As a job candidate, our recruitment process includes collecting personal information. Please click the link here to review our Privacy Policy.Privacy Statement | Haventree Bank
• Haventree Bank embraces equal opportunity, diversity, and inclusion. Please let us know if you require any accommodations during the recruitment and selection process by contacting [emailprotected]

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