Intermediate Spanish Project Manager - PM to drive an initiative across our Spanish speaking countries- 35004

Location Address : Hybrid - 11 Adelaide Street W 5th Floor 2-3 days / week in office - Birchmount Rd Occasionally

Contract Duration : 12 months up to 15 months

Story Behind the Need

Business group : Global Contact Centres (GCC) Strategic Initiatives & Business Program Management : supporting the Contact Centre’s Service-to-Sales’ strategy and working with internal stakeholders across a series of projects to accelerate our sales growth capabilities in our Voice and Non-Voice Channels (Chatbot, Social Media), in collaboration with other Canadian Banking channels.

Project : You will be responsible for the effective leadership and management of Global Contact Centres (GCC) strategic projects, from initiation to successful completion.

In this role, you will be tasked with leading the execution of sales-related projects for the Canadian Contact Centre, working as part of an agile team.

This will involve supporting the Contact Centre’s Service-to-Sales’ strategy and working with internal stakeholders across a series of projects to accelerate our sales growth capabilities in our Voice and Non-Voice Channels (Chatbot, Social Media), in collaboration with other Canadian Banking channels.

The projects overall will include Outbound Sales, Virtual Sales, Digital Assist and more.

Responsibilities :

• Ensures project adherence to bank project management policies and standards and delivers on time, scope and budget.
• Create business cases as appropriate with bank’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.
• 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.
• 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 :

• 7-10+ years of experience as a Project Manager with Agile environment experience running sprints
• 7+ years of hands-on experience in MS Office suite and project / process design and administration tools (e.g. Visio, MS project)
• 2-3 years of experience managing stakeholder complex projects in a fast-paced, dynamic work environment.
• 2-3 years of experience working on Contact Centre strategies , operations, Voice & Non-Voice channels, technologies, and industry trends.
• 5+ of Business background in financial services with strong knowledge of retail banking products (loans, mortgages, lines of credit, card cards), sales processes, and distribution channels
• Spanish fluency is mandatory as they will be working on a project with our international countries.

Nice-To-Have Skills :

Knowledge of the bank's standard project processes in an asset.

Education : Certificate

Certificate

PMP and / or Scrum Designation mandatory

Bachelor's or Master's degree in Computer Science or related field preferred

• PMP and / or Scrum Designation mandatory
9 days ago