Top Benefits
About the role
Job ID
1913
Work Type
Hybrid
Business unit
Everyday Financial Services
Pay grade
K - OTH
Apply before
26 August 2025
Number of openings
2
Posting type
Internal & External
At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the ATB ID).
Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:
Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.
Thrive together: We want you—the unique, authentic you—to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs.
Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.
About the Role
At ATB, we exist to make it possible. We engage with intense curiosity, deep expertise and a genuine obsession for our clients to make their goals possible. Core to delivering on our differentiated client experience is our contact centre (Client Care)that operates 24 hours a day, 363 days a year, locally in Calgary, and handles over 1.2 million client connections annually. With a dedicated team of over 265 knowledgeable professionals, we're more than just a contact centre—we're a trusted partner on our client’s financial journey.
We are hungry to make changes as we evolve Client Care and need a partner who can harness our passion into thoughtful and well crafted projects and outcomes. Are you a highly organized and results-driven individual with a passion for continuous improvement and a talent for bringing strategic priorities to life? Do you have a passion for creating exceptional experiences for both clients and the team members who support them? Do you thrive in a fast paced, data driven environment where operational excellence are the keys to your success?
As ATB’s Business Analyst on the Client Care team for the next 12 months, you will act as a facilitator and liaison, focusing on continuous improvement and process analysis. You will research and analyze improvement opportunities, conduct analysis, and prepare recommendations to facilitate efficiency enhancements. You will provide insight into end-to-end process flows.
Accountabilities
In this role, you will:
- Be a strong voice in Client Care and across ATB; helping to bring the Client Care strategy to reality.
- Execute on programs that drive: world class client experiences, acquisition and retention, operational efficiency, and adoption of ATB’s digital assets.
- Collaborate with stakeholders to define business scope, requirements, and deliverables.
- Interpret, translate, serve and advise stakeholders by turning requirements into recommended possible solutions.
- Perform data analysis to provide compelling recommendations.
- Conduct feasibility studies, budget analyses, and determine resourcing requirements.
- Document workflow changes, manage associated impacts, and mitigate risks.
- Ensure timely delivery of reports and analysis, and proactively communicate any barriers.
- Prepare and maintain all related documentation, including business processes, process maps, and requirements documentation.
- Assist in the development of business cases and change management requirements.
- Understand key business processes and systems and how they interlink, and leverage that knowledge to support the goal creation of improvement-related initiatives.
- Support projects by maintaining project schedules, budgets, work plans, KPIs, documentation, and other metrics. You will also provide insights into project delivery plans and facilitate communication between stakeholders.
- Collaborate with cross-functional teams to drive solutions and optimize operations.
- Seek and provide feedback from and to appropriate stakeholders to ensure successful project implementation.
- Act as a change management champion, and engage in supporting project/initiative launches and the transition period after deployment.
- Establish and sustain strong, positive relationships with stakeholders, maintaining open lines of communication and addressing concerns as they arise.
Skills, Experience and Requirements
We are looking for:
- Minimum 4 years of relevant industry experience as an Intermediate Business Analyst, and working in cross-functional teams in a variety of project delivery methodologies.
- Proven track record of delivering results, and driving organizational change.
- Strong business fundamentals and experience in data gathering, analytical thinking, root cause analysis, SWOT analysis, business analysis, risk analysis, issues management, metrics reporting and problem solving.
- Understands the technical landscape and has an ability to communicate simply and can translate technical concepts into business value.
- Understands effective organizational change management and the correlation to project success.
- Detail-oriented mindset coupled with effective prioritization and organizational abilities.
- Exceptional interpersonal skills - demonstrated ability to lead, collaborate and thrive within a matrix environment, manage stakeholders, and influence others.
- Excellent written, verbal, and visual communication skills, with the ability to communicate with senior leadership audiences.
- Experience with business process mapping and ARIS, Smartsheet, Miro, Jira and Google Workspace is required.
- Experience in contact centre operations and/or banking is preferred.
- Experience with Genesys and/or other Contact Centre platforms is an asset.
Accreditations:
- A Bachelor's degree in Business Administration, Finance, Management, or a related field.
- Certification in at least one core Business Analysis certification from the IIBA (e.g., AAC, ECBA, CCBA, CBAP) is preferred.
- Lean Six Sigma or other continuous improvement certifications are desired.
Additional Information
- You’ll work primarily from ATB Calgary Campus (3 days a week), with some remote flexibility.
- This is a 12 month term opportunity.
Don’t meet all the requirements on the list?
A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role—but you might not check all the boxes—we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.
We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed—their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business.
What happens next?
If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at talentteam@atb.com
Stay in touch
We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to.
About ATB Financial
For more than 85 years, ATB has been reimagining the way we do business. We’ve grown from one small treasury branch into Alberta’s largest provincially based financial institution, and we don’t have any plans to slow down now. We power possibility for our clients, our team members and our province—and we’re leading the way to a sustainable, innovative and prosperous future.
About ATB Financial
With $62.0 billion in assets, ATB Financial is a leading financial institution that started in Alberta with the focus of putting people first. Our success comes from our more than 5,000 team members who love to deliver exceptional experiences to over 820,000 clients across our Personal and Business Banking, ATB Wealth Management and ATB Capital Markets businesses. ATB provides expert advice, services and products through our many branches and agencies, our 24-hour Client Care Centre, four entrepreneur centres and our digital banking options. ATB powers possibilities for our clients, communities and beyond.
Top Benefits
About the role
Job ID
1913
Work Type
Hybrid
Business unit
Everyday Financial Services
Pay grade
K - OTH
Apply before
26 August 2025
Number of openings
2
Posting type
Internal & External
At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the ATB ID).
Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:
Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.
Thrive together: We want you—the unique, authentic you—to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs.
Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.
About the Role
At ATB, we exist to make it possible. We engage with intense curiosity, deep expertise and a genuine obsession for our clients to make their goals possible. Core to delivering on our differentiated client experience is our contact centre (Client Care)that operates 24 hours a day, 363 days a year, locally in Calgary, and handles over 1.2 million client connections annually. With a dedicated team of over 265 knowledgeable professionals, we're more than just a contact centre—we're a trusted partner on our client’s financial journey.
We are hungry to make changes as we evolve Client Care and need a partner who can harness our passion into thoughtful and well crafted projects and outcomes. Are you a highly organized and results-driven individual with a passion for continuous improvement and a talent for bringing strategic priorities to life? Do you have a passion for creating exceptional experiences for both clients and the team members who support them? Do you thrive in a fast paced, data driven environment where operational excellence are the keys to your success?
As ATB’s Business Analyst on the Client Care team for the next 12 months, you will act as a facilitator and liaison, focusing on continuous improvement and process analysis. You will research and analyze improvement opportunities, conduct analysis, and prepare recommendations to facilitate efficiency enhancements. You will provide insight into end-to-end process flows.
Accountabilities
In this role, you will:
- Be a strong voice in Client Care and across ATB; helping to bring the Client Care strategy to reality.
- Execute on programs that drive: world class client experiences, acquisition and retention, operational efficiency, and adoption of ATB’s digital assets.
- Collaborate with stakeholders to define business scope, requirements, and deliverables.
- Interpret, translate, serve and advise stakeholders by turning requirements into recommended possible solutions.
- Perform data analysis to provide compelling recommendations.
- Conduct feasibility studies, budget analyses, and determine resourcing requirements.
- Document workflow changes, manage associated impacts, and mitigate risks.
- Ensure timely delivery of reports and analysis, and proactively communicate any barriers.
- Prepare and maintain all related documentation, including business processes, process maps, and requirements documentation.
- Assist in the development of business cases and change management requirements.
- Understand key business processes and systems and how they interlink, and leverage that knowledge to support the goal creation of improvement-related initiatives.
- Support projects by maintaining project schedules, budgets, work plans, KPIs, documentation, and other metrics. You will also provide insights into project delivery plans and facilitate communication between stakeholders.
- Collaborate with cross-functional teams to drive solutions and optimize operations.
- Seek and provide feedback from and to appropriate stakeholders to ensure successful project implementation.
- Act as a change management champion, and engage in supporting project/initiative launches and the transition period after deployment.
- Establish and sustain strong, positive relationships with stakeholders, maintaining open lines of communication and addressing concerns as they arise.
Skills, Experience and Requirements
We are looking for:
- Minimum 4 years of relevant industry experience as an Intermediate Business Analyst, and working in cross-functional teams in a variety of project delivery methodologies.
- Proven track record of delivering results, and driving organizational change.
- Strong business fundamentals and experience in data gathering, analytical thinking, root cause analysis, SWOT analysis, business analysis, risk analysis, issues management, metrics reporting and problem solving.
- Understands the technical landscape and has an ability to communicate simply and can translate technical concepts into business value.
- Understands effective organizational change management and the correlation to project success.
- Detail-oriented mindset coupled with effective prioritization and organizational abilities.
- Exceptional interpersonal skills - demonstrated ability to lead, collaborate and thrive within a matrix environment, manage stakeholders, and influence others.
- Excellent written, verbal, and visual communication skills, with the ability to communicate with senior leadership audiences.
- Experience with business process mapping and ARIS, Smartsheet, Miro, Jira and Google Workspace is required.
- Experience in contact centre operations and/or banking is preferred.
- Experience with Genesys and/or other Contact Centre platforms is an asset.
Accreditations:
- A Bachelor's degree in Business Administration, Finance, Management, or a related field.
- Certification in at least one core Business Analysis certification from the IIBA (e.g., AAC, ECBA, CCBA, CBAP) is preferred.
- Lean Six Sigma or other continuous improvement certifications are desired.
Additional Information
- You’ll work primarily from ATB Calgary Campus (3 days a week), with some remote flexibility.
- This is a 12 month term opportunity.
Don’t meet all the requirements on the list?
A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role—but you might not check all the boxes—we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.
We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed—their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business.
What happens next?
If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at talentteam@atb.com
Stay in touch
We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to.
About ATB Financial
For more than 85 years, ATB has been reimagining the way we do business. We’ve grown from one small treasury branch into Alberta’s largest provincially based financial institution, and we don’t have any plans to slow down now. We power possibility for our clients, our team members and our province—and we’re leading the way to a sustainable, innovative and prosperous future.
About ATB Financial
With $62.0 billion in assets, ATB Financial is a leading financial institution that started in Alberta with the focus of putting people first. Our success comes from our more than 5,000 team members who love to deliver exceptional experiences to over 820,000 clients across our Personal and Business Banking, ATB Wealth Management and ATB Capital Markets businesses. ATB provides expert advice, services and products through our many branches and agencies, our 24-hour Client Care Centre, four entrepreneur centres and our digital banking options. ATB powers possibilities for our clients, communities and beyond.