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 and Customer Experience to provide data-driven insights for mortgage and broker deposit portfolios. The ideal candidate will have strong analytical skills and experience in the financial services sector, focusing on enhancing customer experience and operational efficiency.

Qualifications

• 3-5 years experience in an analytics/servicing environment in financial services.
• Proficient in Microsoft Office and paperless environments.
• Experience in multi/omni channel contact center is an asset.

Responsibilities

• Monitor KPIs and handle analytical requests for the Servicing Department.
• Analyze Contact Centre operations for quality and efficiency improvements.
• Conduct root cause analysis to identify customer pain points.

Skills

Analytical skills

Interpersonal communication

Listening skills

Relationship building

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 KPIsand 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 operationsto suggest improvements for quality and efficiency (e.g., cost per contact, service level).
• Forecast staffing needsfor Contact Centre and mortgage renewals to ensure adequate coverage and responsiveness, including recommendation on agent scheduling.
• Provide analyticsfor monthly and quarterly executive meetings to inform strategic decisions and performance tracking.
• Conduct root cause analysisto 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 Leadto ensure data completeness and availability.
• Prepare presentation slidesfor various audiences, including Executive leadership.
• Apply strong Data Governanceand record-keeping practices with sensitive data; support the Data Governance working group.
• Ensure compliancewith company policies, including AML/ATF requirements, and mitigate risks.
• Collaborate with cross-functional teams, including data engineering, technology, finance, and treasury.
• Support team memberswith advice based on experience and knowledge.
• Learn new applications and processesquickly 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 [e-mail]