Director, Data & Insights, Complaints Management (Databricks)

Location: Toronto, ON; hybrid arrangement with 2–3 days per week on-site at Toronto-81 Bay

Company

hirify.global is a relationship-oriented bank serving clients through financial products, services, and regulated banking operations.

What you will do

• Lead a team responsible for complaints data, reporting, analytics, and insight generation.
• Direct weekly, monthly, quarterly, and annual enterprise complaints reporting, identifying trends, emerging issues, and key risk indicators.
• Oversee executive, governance, Board, and quarterly Financial Consumer Agency of Canada reporting.
• Maintain metric definitions, transformation logic, calculation methodologies, reporting procedures, and supporting controls.
• Oversee complaints dashboards, Databricks reporting environments, Salesforce-connected tracking processes, and related data infrastructure.
• Lead complex ad hoc analyses, data-source integrations, testing, issue resolution, and management-ready communications.

Requirements

• Degree or diploma in engineering, mathematics, computer science, statistics, data analytics, or a related discipline.
• Experience leading data, analytics, and reporting teams in a complex enterprise environment with executive, Board, and regulatory reporting accountability.
• Expertise in Databricks, SQL, Microsoft Office, and Power BI; working knowledge of Alteryx and Python.
• Experience with data governance, metric design, reporting controls, procedure documentation, recurring reporting cycles, testing, issue escalation, and new data-source implementation.
• Strong leadership, analytical, communication, presentation, stakeholder-management, and problem-solving skills.
• Must be legally eligible to work in Canada at the specified location and hold a valid work or study permit where applicable.

Nice to have

• Knowledge of complaints management processes, procedures, and guidelines.
• Experience with regulatory, risk, control, or governance reporting.
• Experience using advanced analytics methods, including NLP.

Culture & Benefits

• Hybrid work environment with flexibility to manage work activities.
• Competitive salary, incentive pay, banking benefits, and a benefits program.
• Defined benefit pension plan, employee share purchase plan, vacation, and wellbeing support.
• Learning and development opportunities, including a paid Purpose Day.
• Inclusive and accessible workplace with employee recognition programs.

Hiring process

• Applications may include an attribute-based assessment and skills tests such as simulation, coding, or French proficiency testing.
• Artificial intelligence tools may be used during recruitment.