Program Manager/Call Center Operations
Are you looking for stellar opportunities to develop and succeed? If you share a passion for performance, a growth mindset with versatile skills, and approach everything with the highest integrity, here's an opportunity.
Working with one of the top financial clients, this role calls for a Program Manager/Call Center Operations who will drive the successful delivery of Canadian Business Banking's customer remediation program. This role will be responsible to oversee and represent this initiative. They will monitor the existing process, address deficiencies, identify opportunities for improvement and execute smooth change management of the process. They will also manage key relationships through the process including front line sales and service personnel, technology, first and second line risk partners, and a team of ~30 offshore agents.
Responsibilities:
- Ensures alignment between values and behaviour that fosters diversity and inclusion.
- Regularly connects work to the client’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow-through.
- Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
- Attracts, retains, and enables the career development of top talent.
- Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
- Makes recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business/group.
- Acts as a subject matter expert on relevant regulations and policies.
- Acts as a strategic partner in which the program elements become an integrated component of the overall business/group strategies and help drive business impact.
- Prepares and briefs senior leaders on regulatory matters across multiple businesses/groups.
- Supports multiple, similar business units with moderate complexity & business transaction risk.
- Represents the business/group on Governance/Risk Working Groups/Forums and provides regular updates.
- Monitors and advises on the management of risk requirements within the defined risk appetite.
- Manages/supports large/complex risk programs/frameworks /projects/initiatives to ensure risks are appropriately mitigated and regulations adhered to.
- Monitors industry and legislative developments and continuously updates programs to ensure they are competitive and effective.
- Supports the position on regulatory compliance issues by interpreting requirements (existing, new and emerging) and identifying, analyzing and addressing resultant gaps and issues, including those raised through the review of change initiatives. Understands the identified risk exposures and supports the development of action plans required to mitigate identified risks.
- Acts as a subject matter expert in the evaluation, development and implementation of an internal control system.
- May network with industry contacts to gain competitive insights and best practices.
- Recommends business priorities, advises on resource requirements and develops a roadmap for strategic execution.
- Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.
- Conducts independent analysis and assessment to resolve strategic issues.
- Builds effective relationships with internal/external stakeholders.
- Ensures alignment between stakeholders.
- Acts as the prime subject matter expert for internal/external stakeholders.
- Breaks down strategic problems and analyses data and information to provide insights and recommendations.
- Monitors and tracks performance and addresses any issues.
- Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
- Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
- Monitoring to ensure that 1st line jobs are following defined processes and procedures.
- Develops, documents and maintains business/group procedures updating and obtaining approvals as regulations or the operating environment changes and communicates changes to the business/group & relevant stakeholder groups.
Desired Skill Set:
- 7+ years of project experience – leading projects
- Program Management skills – leading a team
- Understanding of the call center management/operations process
- Excellent verbal & written communication skills
- Commendable analytical and problem-solving skills
- Influence skills
- Collaboration & team skills, with a focus on cross-group collaboration
- Able to manage ambiguity.
- Data-driven decision making
- Post Secondary Degree
Nice To Have:
- Previous banking experience
BeachHead is an equal opportunity agency and employer. We advocate for you and welcome anyone regardless of race, color, religion, national origin, sex, physical or mental disability, or age.
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