Job Description

Job Purpose

The Project Manager will lead the Unified Contact Centre project, ensuring all deliverables align with business requirements, are completed within budget, and adhere to risk and delivery standards. Projects will support various lines of business, organizational growth, and service enhancements aimed at improving customer experience.

Key Result Areas

Manage and oversee projects across various business lines. Develop, monitor, and implement detailed project plans covering design, testing, and deployment of business requirements. Ensure adherence to the Project Management Framework and submission of all required artifacts at each project stage. Maintain comprehensive project documentation in the central project repository. Coordinate with cross-functional teams and stakeholders--including Compliance, Information Security, Operational Risk Management, IT GRC, Procurement, and Finance--to obtain necessary approvals and facilitate project delivery. Provide accurate, timely project status reports to senior leadership and governance forums.

Operating Environment, Framework, and Boundaries

Collaborate across all organizational functions, ensuring adherence to established project management methodologies. Ensure accurate and transparent project reporting to IT governance forums and senior leadership, including for international operations.

Problem Solving

Address complex challenges arising from interdependencies across multi-disciplinary projects. Make swift, informed decisions in a dynamic environment where time-to-market is critical, particularly when managing project risks.

Decision-Making Authority & Responsibility

Ensure compliance with the Project Management Framework and provide regular project status updates to senior leadership. Oversee adherence to all prescribed stage gates, escalating risks or issues to senior management when necessary.

Knowledge, Skills, and Experience

Master's degree with a minimum of 12 years of experience in the banking industry. Certified in Project Management (e.g., PMP) or possess equivalent practical experience. Proven experience managing Microsoft solutions or projects related to customer contact center development. * Strong ability to build and maintain collaborative relationships with stakeholders across the organization.