Meridian Credit Union Looking for Operations Analyst & Data Specialist at St. Catharines, Ontario, Canada Full Time

At Meridian, our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

Find our story here: About Meridian

As an Operations Analyst & Data Specialist:

The Operations Analyst and Data Specialist is instrumental in supporting ‘the business of running the contact centre’. Leveraging appropriate tools and technology, the role will produce vital operational reports and analyses for multiple levels of leadership within Meridian, from Contact Centre Assistant Managers to Senior Management and line of business leaders. These reports and analyses are used to assess and manage team performance versus targets, budgets and historical outcomes, as well as individual employee performance for STIP and merit increases, performance against team averages, and for coaching and development purposes. They are also used to provide insight into Line of Business performance, member insights and identification of trends and associated impacts.

The successful candidate will need to manage intake processes, be comfortable governing requests in order to reasonably manage and prioritize workloads, and suggest alternative solutions for reporting or information gathering if they exist. The Analyst will work collaboratively with their peers (the Telephony Analyst and Project Specialists) to educate the Leadership Team (LT) on how to use canned reporting available within the Telephony and CRM platforms to self-serve on Rep performance and quality data. The Analyst will also need to help discern when it is appropriate to direct clients to self-service options and when more specific support, reporting and/or analysis is required.

In this role, you will be responsible for:

Data Analysis and Reporting

• Partner with stakeholders and leadership to understand the purpose of reporting or analytical requests so that the best and most appropriate approach can be taken to fulfill the desired outcomes. This could mean providing alternative solutions or considering alternative means of acquiring information for decision support. The Analyst must be comfortable asking the larger question, of “what business problem are you trying to solve?” so that the right approach is taken and outcome is delivered.
• Develop and produce operational reports and analyses using a diverse set of data sources with accuracy, polish and insights while always ensuring data integrity and fulfilling the intended business objective.
• Where appropriate, provide insightful comments, identifying and explaining trends, investigating variances, following up with business SMEs to validate commentary (if required), etc. to ultimately provide meaningful intelligence to inform decision making.
• Present results and findings to all levels of leadership within MCU with confidence and clarity.
• Partner with leadership team by proactively providing insights, data and analyses into areas of focus, current issues impacting the team, or business trends.

Continuous Improvement (CI)

• Leverages reporting and analytical functionality within existing Telephony and CRM platforms and WFO tools to provide valuable information in an efficient and effective manner to inform decision-making.
• Identifies CI process, handling or member-experience improvements for the continued evolution of the ECC as a world-class contact centre, particularly based on the data and analysis that this role produces.
• Supports CI opportunities identified by ECC team members by pulling data and conducting analysis to corroborate (or refute) and prioritize ideas.

Commitment to Learning and Development

• Explore opportunities to utilize analysis and reporting capabilities within the ECC’s Telephony and WFO platforms, such as speech analytics, quality management reporting and scorecarding functionality.
• Willingness to learn new reporting tools and/or software packages as they become available to the Analyst community within MCU.
• Be part of the Analyst Network, hosted by the Enterprise Analytics team; work with, learn from and support Analysts across the organization.

How you will succeed:

Knowledge

• Strong communication and critical thinking skills
• Highly collaborative but works well independently; self-learner; curious
• Keen attention to detail
• Adept at influencing colleagues without formal authority
• Demonstrated advanced MS Office skills, specifically Excel
• Experience with sophisticated data analysis or reporting tools such as SAS, SQL, Crystal Reports, Power BI, etc.

Experience

• 2+ years of experience in an analytical support role
• Post-Secondary education in a quantitative discipline such as Economics, Statistics, Computer Science or Business Admin

Join us! This role is hybrid. The office is located at Lake Street Branch, 531 Lake St, St Catharines, ON L2N 4H6

Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires regular time in the office for purposeful meetings to collaborate, innovate and build effective relationships with your team, your colleagues and your leader which is very important to us.

What’s in it for you?

As a Certified Living Wage Employer, you are guaranteed to earn a living wage with us, including an impressive benefits package which includes:

• Paid vacation time, and other time off
• Employer-paid health benefits
• Defined contribution pension matching
• Financial benefits including free banking, and special rates on mortgages, lines of credits and more
• Tuition reimbursement program
• Unique rewards and recognition program

You will benefit from an inclusive and collaborative work environment that encourages creativity, curiosity, and celebrates success. You will also receive the right training, tools and technology needed to delight our Members, with the opportunity to learn from diverse industry leaders, who have hailed from top organizations around the world.

Our Story:

Meridian is Ontario’s largest credit union, and second largest in Canada, helping to grow the lives of our more than 360,000 Members. Meridian has more than 75 years of banking history and is 100% owned by its members. With 89 retail branches and 15 Business Banking Centers across Ontario and $ 30B in assets under management, Meridian offers a broad range of financial products and services to its retail, business banking and wealth members. With over 2000 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that we serve. Our plan is to build on our momentum as we deliver on our purpose – helping our members achieve their best life.

Our Commitment to You:

Meridian is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Thank you for your interest in Meridian Credit Union.

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