Typical Day in Role:
• Ensures project adherence to client project management policies and standards and delivers on time, scope and budget.
• Create business cases as appropriate with client’s PMO guidelines.
• Organize appropriate workstreams and RACIs to ensure clear roles and accountabilities.
• Managing project scoping, ensuring that objectives, deliverables, assumptions, dependencies, and constraints are clearly defined and documented.
• Identifying required team members. Defining project governance and identifying senior stakeholders to form steering committees. Preparing Steering Committee documentation, presentations, and chair meetings.
• Establishing a strong working relationship with the internal client(s) for each assigned project. Working with them to articulate and document the desired business outcomes.
• Preparing Project Management documentation, including project charter, schedule, budget, communication plan, risk assessment, among other documents, as well as integrated project plan.
• Coordinating the definition of the project’s business requirements with the business leads/subject matter experts. Providing guidance and support to quickly move projects from concept to detailed requirements and executive approval.
• Facilitating discussions to ensure resolution of any issues, alignment, clarification
• Ensuring project key deliverables / components / activities such as business requirements definition, testing plan, implementation plan, business change management plan, etc. are reviewed, discussed, and approved by the appropriate parties/individuals.
• Partner closely with all key stakeholder to ensure integrated project plan holds all key milestones.
• Managing overall project execution phase (i.e. creating a robust project plan, identifying project dependencies, integrating project’s components, tracking activities to the project plan, etc.)
• Proactively managing, raising and resolving project risks and issues. Defining and executing mitigation plans, jointly with team members and sharing at appropriate governance committees.
• Managing, tracking, and reporting on the project budget as applicable. Preparing monthly cost/expenses forecast, quarterly accruals and year end carry forwards.
• Preparing Executive level presentations to communicating project status to the Team Members/Senior Management. Preparing project communication documentation such as project’s dashboard, meeting minutes, etc.
• Ensuring adherence to the Project Change Management process.
• Leading operational and financial activities to formally close the project. Ensuring the successful transition from “project” to “ongoing process”, in coordination with all involved parties.
• Provide leadership and direction to the project team members. Keep them motivated to accomplish the established goals. Leverage available resources in a manner that maximizes performance and productivity within the Team.
Must Have Skills:
• 5-10+ years of experience as Project Manager with both Agile and Waterfall project experience.
• Recent experience working with Contact Centre strategies, processes, operations, Voice & Non-Voice channels, technologies, and industry trends.
• Strong level PC/software skills, particularly in MS Office suite (Excel, PowerPoint) and project/process design and administration tools (MS Project or equivalent) with demonstrated experience creating Executive level presentations
• Recent business and/or technical background in financial services with strong knowledge of retail banking products (loans, mortgages, lines of credit, card cards), sales processes, and distribution channels
Nice-To-Have Skills:
• Knowledge of TSYS an asset
• Knowledge of client’s standard project processes in an asset
Soft Skills:
• Strong initiative, forward thinking and creative problem-solving skills with the ability to create or stimulate customer focused strategies.
• Strong communication skills, energetic, self motivated, with the ability to successfully create a collaborative process across various stakeholders internal and external to the Contact Centre
• Proven ability to manage complex in a fast paced, dynamic work environment.
• Excellent organization and communication skills with the ability to create clear, concise Executive level PowerPoint presentations
• Able to create structure out of ambiguous situations
Degrees or certifications:
• Bachelor’s degree in a related field (experience is a priority)
• PMP Designation (or higher level of experience)
• Other project management related designations are an asset