Manager, Capability Development

Responsibilities

Conduct thorough assessments of new and existing capabilities, technologies, and innovations relevant to the organization's goals.

Evaluate the potential impact of each capability on business processes, cost efficiency, and customer satisfaction, using a combination of quantitative and qualitative methods.

Contribute to a comprehensive strategy for improving key operational processes by enhancing existing capabilities or introducing new capabilities.

Collaborate with business units to align capability development initiatives with overall organizational objectives, and present to leadership groups on vision and progress of initiatives.

Work closely with business units, technology teams, and other stakeholders to understand their specific needs and challenges and translate those into requirements or proposed solutions.

Analyze current business processes provide options for improvement through the adoption of new capabilities, or by modifying the business process to better leverage a capability.

Develop prototypes and artefacts to help communicate and validate the proposed options.

Redesign workflows to optimize efficiency, reduce costs, and enhance overall productivity.

Bring best practices and your own past experience to solve problems faster and avoid blockers.

Collaborate with IT / Technology teams to implement and customize technologies that support the capabilities, ensuring seamless integration and minimal disruptions.

In coordination with the Change Management team, develop and implement change management strategies and training to facilitate the adoption of new capabilities within the organization.

Establish key performance indicators (KPIs) to monitor the performance and impacts of newly developed capabilities, and capabilities that continue to mature over time.

Qualifications :

Proven experience participating in strategic planning and execution of capability development initiatives.

Strong understanding of business process design and the ability to identify opportunities for improvement. Experience with service design or Lean Six Sigma methodologies considered an asset.

Excellent project management skills with a track record of successful cross-functional collaboration. Demonstrated ability to manage your own time with minimal direction and prioritize tasks and activities for multiple stakeholders.

Familiarity with existing and emerging technologies and their application to business processes related to financial services and contact centres, with working knowledge of Amazon Voice, Salesforce, Platform Zero, Blue Prism all considered assets

Effective communication and interpersonal skills, with the ability to influence stakeholders at various levels. Must be able to customize how you explain the value of technologies to different types of audiences.

Experience with Agile work environments and team practices, or other fast-paced environments such as consulting where project cycles are measured in weeks, not months.

Microsoft Office suite, and Mural or other online whiteboarding and collaboration tools.

Bilingual (English & French) considered an asset, but not mandatory.

Education

Bachelor’s degree in Business, Technology, or a related field.

Master’s degree considered an asset.

What to Expect :

In the first 2 months, you will :

Become familiar with our organizational and divisional strategies, goals and ways of measuring success, systems, platforms and existing roadmaps and prioritization processes.

Meet and start to build productive working relationships with your direct team, as well as the key stakeholders you will be working with.

Review some of the initial opportunity areas prepared by the wider team, start to assess them critically. Identify a first opportunity to begin working on as a quick win’, as you also contribute to building out the overall framework and practices for the capability development’ function.

Develop and execute your learning plan for your first 90 days, along with any longer-term professional development goals.

Become more familiar with the capability maturity model in use and do in-depth assessments to identify several high-impact opportunities.

Continue or complete your first opportunity, while getting agreement on next priorities for the coming months.

Over the next few months, you will :

Continue to work through prioritized opportunities to enhance existing capabilities, and / or identifying new capabilities from the market to bring in, if applicable.

Ensure a mix of focused, quick wins, while also proactively identifying larger opportunities.

Regularly keep sponsors and stakeholders aware of progress and wins, and catalogue several key success stories to demonstrate the value of the capability development’ function.

Check in regularly with business unit leaders on the capability enhancements or improvements that you previously worked on, to ensure they are getting the value and benefits they expected.

Become a trusted partner that your stakeholders regularly reach out to with their ideas or concerns, seeking your input.

Build your wider network and personal brand across IGM teams.

Work through your professional development plan, and begin to coach and mentor others in your areas of strength or expertise, so the wider team can elevate their skills as well.

Identify learnings or best-practices from your past experiences that could drive success in this role, both for you and your colleagues.

Socialize with your stakeholders and executive sponsors the frameworks and practices of the capability development’ function, seek feedback and iteratively improve them.