Manager, Data & AI/ML - Tangerine
Role Overview
The description identifies the position as a Data & AI/ML Associate responsible for strategic direction, execution, measurement, and reporting across Operations.
The role uses analytics to help leaders optimize agent performance, client experience, and business results.
The mandate covers Contact Centre and Back-Office service levels, responsiveness, consistency, efficiency, productivity, and sales effectiveness.
Key Skills for This Role
Full Job Posting
Role overview
The description identifies the position as a Data & AI/ML Associate responsible for strategic direction, execution, measurement, and reporting across Operations.
The role uses analytics to help leaders optimize agent performance, client experience, and business results.
The mandate covers Contact Centre and Back-Office service levels, responsiveness, consistency, efficiency, productivity, and sales effectiveness.
What you will do
- Develop performance frameworks, scorecards, and incentive reporting processes.
- Provide operational analysis and insights on customer experience, productivity, workforce effectiveness, and financial results.
- Develop forecasting, capacity-planning, and workforce-optimization models.
- Deliver reporting, dashboards, and performance insights to operational and executive stakeholders.
- Identify opportunities for productivity, cost, process, and client-experience improvements.
- Advise on reporting, performance measurement, workforce analytics, and incentive programs.
- Modernize reporting and improve data accessibility and analytical capabilities with business and technology teams.
- Maintain accurate and consistent analytics in line with governance, risk, compliance, and regulatory requirements.
- Produce 100+ reports annually for multiple business units and support strategic decisions by Channels & Operations senior management.
Skills and qualifications
- University or college degree in Business, or equivalent work experience and training.
- 5+ years in banking, finance, or accounting, including at least 3–5 years in a regulatory role.
- Experience in capacity modelling and analytics.
- Strong prioritization, planning, requirements gathering, data analysis, and presentation skills.
- Strong communication and relationship-building skills with internal partners.
What Tangerine offers
- Access to online and in-person courses for career development.
- Benefits supporting savings, investment, and wellbeing.
- The employer describes workspace flexibility; no specific remote or hybrid arrangement is stated.
About Tangerine
Tangerine describes itself as a digital bank focused on technology, collaboration, flexible banking solutions, and customer service.
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