Project Manager – Contact Centre, Banking

  • Location: Toronto, Ontario
  • Type: Contract
  • Job #3848


Location: Hybrid (Downtown, Toronto)
Duration: 12 months

Our client, a leading financial institution in Downtown Toronto is looking for a Project Manager – Contact Centre, Banking to be responsible for the effective leadership and management of Global Contact Centres (GCC) strategic projects, from initiation to successful completion. The successful candidate will have the opportunity to work with one of the Top 5 Banks in Canada.

Typical Day in role:

  • Ensure project adherence to the 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
  • Manage project scoping, ensuring that objectives, deliverables, assumptions, dependencies, and constraints are clearly defined and documented
  • Identify required team members
  • Define project governance and identify senior stakeholders to form steering committees
  • Prepare Steering Committee documentation, presentations, and chair meetings
  • Establish a strong working relationship with the internal client(s) for each assigned project – working with them to articulate and document the desired business outcomes
  • Prepare Project Management documentation, including project charter, schedule, budget, communication plan, risk assessment, among other documents, as well as integrated project plan
  • Coordinate the definition of the project’s business requirements with the business leads/subject matter experts
  • Provide guidance and support to quickly move projects from concept to detailed requirements and executive approval
  • Ensure 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
  • Manage 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 manage, raise and resolve project risks and issues
  • Define and execute mitigation plans, jointly with team members
  • Manage, track, and report on the project budget as applicable
  • Prepare monthly cost/expenses forecast, quarterly accruals and year end carry forwards
  • Prepare Executive level presentations to communicating project status to the Team Members/Senior Management
  • Prepare project communication documentation such as project’s dashboard, meeting minutes, etc.
  • Ensure adherence to the Project Change Management process
  • Lead operational and financial activities to formally close the project
  • Ensure 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 to 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 to 3 years of experience managing stakeholder complex projects in a fast-paced, dynamic work environment
  • 2 to 3 years of experience working on Contact Centre strategies, operations, Voice & Non-Voice channels, technologies, and industry trends
  • PMP and/or Scrum Designation
  • 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

Nice-To-Have Skills:

  • Knowledge of bank’s standard project processes

Soft Skills Required:

  • 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
  • Excellent organization and communication skills with the ability to create clear, concise
  • Executive level PowerPoint presentations
  • Able to create structure out of ambiguous situations
  • Strong initiative, forward-thinking, and creative problem-solving skills with the ability to create or stimulate customer-focused strategies.
  • Ability to translate technical knowledge into business value.
  • Work collaboratively – strong team player
  • Capable of adapting quickly, managing multiple demands & competing priorities, while delivering deadlines
  • Proven abilities to take initiative and be innovative.


  • Bachelor’s or Master’s degree in Computer Science or related field preferred

Finance professional is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. We advocate for you and welcome anyone regardless of race, color, religion, national origin, sex, physical or mental disability, or age.