Business Optimization Analyst

Business Optimization
Toronto, Ontario

Business Optimization Analyst

Job Purpose & Summary

The Business Optimization Analyst supports DUCA’s continued growth by working with key stakeholders to analyze operational business processes, problems, and opportunities for improvement. The Business Optimization Analyst assesses current state processes then recommends, and participates in, the design and development of future-state processes that deliver tangible business benefits. The Business Optimization Analyst will work on initiatives that may or may not include technology, with a primary focus on business problems related to the current operating environment and that impact the performance of DUCA employees running their business-as-usual activities and/or the service of Members. 

As assigned, the Business Optimization Analyst may act as a work stream lead on key strategic projects which require root cause analysis or determination of detailed design specifications to achieve the stated/desired outcomes. The Business Optimization Analyst output will often be utilized by multiple business partners for the creation of employee-facing procedures, job aids, communications, and training materials and the Business Optimization Analyst will act as a resource to the employees in the creation of these materials.


Key Accountabilities & Duties

  • Support, collaborate, and partner with business process owners and stakeholders in a manner that facilitates shared understanding and “buy-in”
  • Facilitate business requirements gathering sessions as appropriate, or in partnership with the initiative or project lead
  • Determine and document problems, opportunities, and/or issues to be addressed
  • Define scope, key outcomes, and objectives of the work as well as key performance improvements
  • Define and document current processes using a variety of both independent and collaborative techniques (existing documentation review, interviews, job shadowing, use cases, hands on testing, technical investigation)
  • Ensure consideration is given to preferred approaches, technological capabilities/limitations/possibilities, impact to other functions and teams, and business risks and/or rules that apply to process steps
  • Develop detailed current and future state process maps/workflows and additional supporting documentation where necessary
  • Conduct the analysis required to identify and communicate the root causes of problems and/or areas of opportunity, as well as the range of solutions and improvements available
  • Facilitate stakeholders through reviews of the process, analysis, and potential solutions ensuring they have the information necessary for informed decision making
  • Support business process owners in the implementation of future-state designs, as required or assigned
  • As assigned, participate on project teams formed for new product, process, and/or technology implementations according to the accountabilities agreed upon by project leads, project team, and Project Managers and completing assigned work package deliverables
  • Act as the process SME to other DUCA teams and employees when process maps and supporting documentation outputs require transformation into employee-facing materials such as procedures and job aids
  • Provide lessons learned/ close-out materials


Occupational Experience & Education Requirements

  • University degree or equivalent work experience
  • 1 - 3 years’ experience in an operational or business process/analyst role within a service organization
  • Experience in the financial services industry is required, preferably in a branch or operations position
  • Experience in projects and/or as part of application testing and/or quality assurance validation
  • Experience with Lean methodologies an asset
  • Database modelling using Power BI or a similar tool is an asset


Knowledge, Skills & Attributes

  • Excellent time management, organization, and self-motivation skills
  • Strong written and verbal communication skills and the ability to effectively interact with individuals across a variety of business units and levels within the organization
  • Strong working proficiency in Microsoft suite of products (Visio, Excel, Word, PPT, Teams, SharePoint)
  • Ability to create visual models such as work-flow diagrams/process maps etc.
  • Ability to facilitate working sessions and perform independent research/testing to derive work steps and create detailed documentation, using both low-tech and high-tech approaches
  • Ability to ask good probing questions, listen to answers, absorb and make meaning of context and content
  • Critical thinking and problem-solving skills with the ability to identify root causes to presenting issues and then recommend options/approaches to address same
  • Ability to analyze and organize data and present findings in a format that support business decision making
  • Stakeholder relationship management
  • Ability to manage ambiguity and embrace new information and learning as it surfaces
  • Able to work on multiple initiatives at the same time and manage to commitments and deadlines


Working Conditions

Normal office environment with potential travel to DUCA branch locations.


Department: Operations 

Primary Location: Corporate Office 

Employment Status: Full-time 

Hours per Week: 38

Job Grade Level: 4

About DUCA

DUCA exists to help people do more, be more and achieve more with their money and their lives. We’re driven by a co-operative philosophy that puts our Members (and Owners) at the centre of every decision we make, gives them a voice in how we’re run, and rewards them for their loyalty by sharing our profits.

At DUCA, we’re dedicated to creating a positive environment where our employees have growth and development opportunities, a healthy work/life balance, opportunities to give back to the community, and a focus on doing what is right for our Members. DUCA offers a competitive total compensation package including base salary, a short-term incentive (bonus) program, a comprehensive benefits program, pension plan, and employee banking benefits.

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.

Qualified applicants are encouraged to submit their application. Applications must include both a resume and cover letter.

We thank all applicants but only those considered for an interview will be contacted.

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