JOB DESCRIPTION
Location: Hybrid (Downtown Toronto, or Scarborough, ON)
Duration: Until October 31, 2025 (Possibility for an extension, or conversion to full time employee)
Our client, a leading financial institution in Downtown Toronto is looking for a Project Manager – Contact Centre, TSYS to ensure project adherence to bank project management policies and standards and delivers on time, scope and budget. The successful candidate will have the opportunity to work with one of the Top 5 Banks in Canada.
Typical Day in role:
- 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 identifying 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
- Work 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.
- Facilitate discussions to ensure resolution of any issues, alignment, clarification
- 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 managing, raising and resolving project risks and issues
- Define and execute mitigation plans, jointly with team members and sharing at appropriate governance committees
- 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:
- 5-10+ years of experience as Project Manager with both Agile and Waterfall project experience.
- Recent experience working with Contact Centre strategies, processes, operations, Voice & Non-Voice channels, technologies, and industry trends.
- Strong level PC/software skills, particularly in MS Office suite (Excel, PowerPoint) and project/process design and administration tools (MS Project or equivalent) with demonstrated experience creating Executive level presentations
- Recent business and/or technical 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 TSYS
- Knowledge of bank’s standard project processes
Soft Skills Required:
- Strong initiative, forward thinking and creative problem-solving skills with the ability to create or stimulate customer focused strategies
- 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
- Proven ability to manage complex in a fast paced, dynamic work environment
- Excellent organization and communication skills with the ability to create clear, concise Executive level PowerPoint presentations
- Able to create structure out of ambiguous situations
Education:
- Bachelor's degree in a related field (experience is a priority)
- PMP Designation (or higher level of experience)
- Other project management related designations are an asset
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.