Manager, Journey Enablement, Acquire and One Client

The successful candidate will:

• Own specific Acquire and One Client outcomes and performance measures, ensuring initiatives deliver measurable improvements for clients, employees and the business.
• Support the development of dashboards and reports to track journey outcomes such as new client growth across channels, acquisition costs by channel, completion and abandon rates, conversion rate, attrition, funnel health, PPC, and cross-bank penetration (e.g. personal and wealth segments).
• Develop business cases, recommendations, process designs and implementation plans to support journey priorities and strategic objectives.
• Independently manage multiple concurrent projects and workstreams, balancing competing priorities while maintaining delivery quality and stakeholder alignment.
• Identify, assess and prioritize onboarding pain points, operational inefficiencies and client experience challenges, developing practical solutions that improve performance and simplify processes.
• Partner with Product, Operations, Digital, Technology, Frontline teams and Business Governance partners to define requirements, resolve issues and execute changes.
• Drive accountability for delivery by coordinating stakeholders, resolving obstacles and ensuring agreed actions are completed.
• Assist in the development of strategic plans.
• Design and produce regular and ad-hoc reports, and dashboards.
• Build change management plans of varying scope and type; lead or participate in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Lead or participate in defining the change/communication plan designed to positively influence or change behaviour; develop tailored messaging; and identify appropriate distribution channels.
• Develop and document processes, procedures, etc. and/or end-user materials.
• Assist with the documentation of end user materials.
• Assist with training and transition of processes and tools/templates to appropriate process owners.
• Design processes based on business requirements and best practices.
• Ensure the processes adhere to applicable risk, regulatory and compliance requirements.
• Streamline, simplify and continuously improve existing processes.
• Document processes (including, but not limited to, process flows, playbooks, etc.) for vetting, communicating, and implementing processes with stakeholders.
• Ensure all processes meet established standards, effectively utilize templates and tools to track compliance and operational effectiveness standards.
• Look for opportunities to eliminate, simplify and automate processes.
• Recommend approaches or changes to streamline and integrate processes to improve overall efficiency.
• Maintain current process documentation to ensure available for stakeholders as required.
• Develop an understanding of organizational interactions and complexity to engage with the appropriate stakeholders.
• Stay abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.
• Resolve issues regarding processes that are raised from all sources/stakeholders.
• Provide specialized consulting, analytical and technical support.
• Exercise judgment to identify, diagnose, and solve problems within given rules.
• Work independently and regularly handle non-routine situations.
• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite.