Manager, Data & AI/ML - Tangerine

Requisition ID: 273313

At Tangerine, we’re redefining banking. As Canada’s leading digital bank, we thrive on innovation, agility, and bold thinking, tackling every challenge head-on with leading technology and the unstoppable power of collaboration. 

Our client-obsessed teams deliver flexible, accessible banking solutions, breakthrough products, and award-winning service. Beyond banking, we’re committed to making an impact in the communities we serve and across our organization. We foster a culture built on integrity, inclusion, and fearless ambition – where diverse perspectives are valued, and people are empowered to do their best work. 

Are you ready to disrupt the status quo? Do you crave challenges that push boundaries? If you’re a high performer looking to accelerate your career and reimagine the banking landscape, this is your moment. 

Let’s shape the future of banking together! 

What you will be doing:

The Data & AI/ML Associate  is responsible for the strategic direction, execution, and performance measurement and reporting across Operations functions. This role delivers actionable insights that enable leadership to optimize agent performance, enhance the client experience, and drive business results. The primary mandate is to measure, monitor, and improve Contact Centre and Back-Office service levels, responsiveness, consistency, efficiency, productivity, and sales effectiveness through robust analytics and performance reporting. The incumbent contributes to the overall success of Tangerine Operations by ensuring business strategies, objectives, and incentive programs are aligned with and support Tangerine's broader organizational goals.

Is this role right for you? - In this role you will:

• Performance Measurement & Incentive Programs: Develop and enhance performance measurement frameworks, scorecards, and incentive reporting processes to support business objectives and drive desired behaviours.
• Operational Analytics & Business Insights: Provide strategic analysis and actionable insights on customer experience, operational performance, productivity, workforce effectiveness, and financial results to support decision-making across Tangerine Operations.
• Workforce Planning & Capacity Management: Develop and maintain forecasting, capacity planning, and workforce optimization models to support business volumes, service targets, and operational priorities.
• Performance Reporting & Decision Support: Deliver timely, accurate, and actionable reporting, dashboards, and performance insights to operational and executive stakeholders.
• Continuous Improvement & Operational Effectiveness: Analyze operational trends, service drivers, agent performance, and workload patterns to identify opportunities for productivity gains, cost optimization, process improvements, and enhanced client experiences.
• Stakeholder Partnership & Strategic Consultation: Serve as a subject matter expert in operational reporting, performance measurement, workforce analytics, and incentive programs, providing data-driven recommendations to support strategic initiatives and business decisions.
• Reporting Transformation & Analytics Enablement: Partner with business and technology teams to modernize reporting, improve data accessibility, and enhance analytical capabilities.
• Data Governance, Risk & Controls: Ensure the integrity, accuracy, and consistency of reporting and analytics while adhering to governance, risk, compliance, and regulatory requirements.
• Produces 100+ reports annually supporting multiple business units within Tangerine (Service & Sales, Client Business Support, Investments, Mortgages and Fraud Management)
• Supports Senior Management within Channels & Operations team by providing relevant and timely data to support strategic decisions

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:

• University or College Degree in Business or equivalent work experience and training
• 5+ years of experience in the Banking/Financial/Accounting industry with at least 3-5 years obtained in a regulatory role
• Experience in capacity modelling and analytics
• Strong in prioritizing, planning, requirement gathering, data analyzing and presentation skill
• Strong communication skills and relationship building skills with internal partners

What's in it for you?

• You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
• You will have access to thousands of online and in-person courses so you can shape your career growth with support from diverse industry leaders.
• You will get our help to save for your future and to invest in your total well-being through our Tangerine benefits.
• You belong here, and we are equal and uncomplicated. Bring your true self to work, dress codes don’t apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

Location(s):  Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.