We're looking for a Senior Business Analyst to lead process improvement, change management, and operational excellence initiatives within our Contact Centre Operations team.

This role plays a key part in improving how we deliver service to customers and support frontline employees. You will work across operational teams, business partners, and technology stakeholders to identify opportunities, solve complex business problems, implement sustainable improvements, and support the successful adoption of operational and technology changes.

The successful candidate will lead initiatives related to contact centre operations, customer experience, audit and compliance findings, operational risk mitigation, process standardization, technology enhancements, and continuous improvement.

What You'll Be Working On

The Contact Centre Operations environment is fast-paced and focused on delivering consistent, high-quality customer experiences while meeting operational, regulatory, and performance objectives.

In this role, you will support initiatives that may include:

• Support initiatives focused on enhancing customer experience, improving contact centre processes, and driving operational efficiency and workforce optimization.
• Analyze, monitor, and improve operational performance through KPI tracking, reporting, and continuous improvement initiatives.
• Assist with compliance, risk management, audit remediation, process standardization, and documentation to support regulatory and business objectives.
• Participate in technology implementations, system enhancements, and change management activities that improve business readiness and operational effectiveness.
• Partner with leaders and subject matter experts across Operations, Training, Quality, Workforce Management, Risk, Compliance, and Technology to deliver impactful business outcomes.

Key Responsibilities

• Lead the elicitation, analysis, validation, and documentation of business and operational requirements for contact centre improvement initiatives, technology enhancements, process redesign efforts, and audit remediation activities.
• Develop and maintain business requirements documents (BRDs), process maps, workflows, operating procedures, business cases, impact assessments, and implementation plans.
• Analyze current-state business processes and identify opportunities to improve operational efficiency, service quality, customer experience, employee experience, and risk management outcomes.
• Facilitate workshops and stakeholder sessions to define business needs, identify root causes, and develop practical solutions.
• Partner with operational leaders to evaluate business impacts, assess risks, and prioritize improvement opportunities.
• Support implementation planning, user acceptance testing, business readiness activities, training coordination, deployment activities, and post-implementation reviews.
• Lead and support change management activities to ensure successful adoption of new processes, controls, technologies, and operating models.
• Monitor operational performance data, identify trends, and develop recommendations that support continuous improvement and operational excellence objectives.
• Coordinate the development and implementation of action plans resulting from audits, operational reviews, customer feedback, and business recommendations.
• Promote standardized processes, knowledge sharing, and best practices across the organization.

Must-Have Qualifications

• Business Analysis experience leading process improvement and operational transformation initiatives in a complex business environment.
• Demonstrated experience with process mapping, requirements gathering, and stakeholder management, including facilitating discussions across multiple business functions.
• Strong change management and implementation experience, with the ability to support adoption of new processes, tools, and operational practices.

Nice-to-Have Qualifications

• Experience in a contact centre, customer service, or operations-focused environment.
• Knowledge of continuous improvement methodologies.
• Exposure to project management

What Success Looks Like

• Operational improvements are implemented and adopted successfully.
• Business processes are streamlined, standardized, and documented.
• Audit findings and operational recommendations are translated into sustainable solutions.
• Stakeholders are engaged and aligned throughout the change lifecycle.
• Customer and employee experiences improve through measurable operational enhancements.
• A culture of continuous improvement and operational excellence is strengthened across the organization.

Broadband Salary Range:  $64,000 – 106,000
Our typical hiring range is between $70,000 and $75,000. Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. For critical roles, the compensation offering will be reviewed to ensure alignment with market rate and conditions and the unique value you bring to the role.  #LI-NZ2

We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.

About Us

At Canadian Tire Services Limited/Canadian Tire Bank, it is our mandate to continue to create innovative and rewarding financial solutions for our customers. Our growing suite of products and services showcase the dynamic contributions from our employees and our success is driven by a strong vision, loyal customers, and our ability to build teams that reflect the diverse customers and communities in which we live and work. Join us, where there's a place for you here.

Our Commitment to Diversity, Inclusion and Belonging 

We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better. .

Accommodations  

We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.