Sr. Director, PMO Call Center Operations Delivery

Sr. Director, PMO - Call Center Operations Delivery

The Sr. Director, PMO - Call Center Operations Delivery role will be responsible for the successful delivery of technology initiatives supporting The Bank's Operations Business Unit. In addition, this person will be responsible for overseeing and orchestrating the successful delivery of audit and compliance initiatives impacting the Commercial and Private Banking technology organization. In this role you will work with both Business and Technology leaders to understand their operational strategies and technology requirements, and drive alignment of the portfolio of work and the involved teams.

As the Sr. Director, PMO - Call Center Operations Delivery, you will oversee the Delivery team comprising of Program and Project Managers and Scrum Masters to lead technology planning and delivery, capacity planning, release planning, and timely delivery of initiatives. You will partner with the various Business Operations and Technology Infrastructure leaders to build portfolio delivery roadmaps and drive portfolio delivery to achieve key results.

We are on a journey towards a scaled agile delivery practices. This position will play a key role in accelerating our journey within The Bank and will report to the Head of Delivery, Commercial and Private Banking.

Once Here You Will:

• Lead the Portfolio Program Delivery team responsible for portfolio, program and project management of Operations and audit and compliance initiatives
• Partner closely with Operations Business leaders to mature the delivery practices
• Engage proactively with key stakeholders, steering committees, executive sponsors and leaders, enterprise and finance partners to review and address anticipated changes to portfolio details
• Facilitate engagement with internal and external stakeholders, ensuring strategic alignment, clear understanding of program goals and desired outcomes
• Help build portfolio management capabilities that affect all portfolios and impact project delivery for the Bank
• Collaborate with key stakeholders to identify cross-enterprise programs that may need to be managed in the portfolio
• Provide proactive strategic leadership to key stakeholders to drive prioritization, accountability, financial documentation, metrics tracking, and controls management of portfolio initiatives
• Enforce the enterprise policy as relates to program delivery and related methodology, standards, processes, enterprise tools, rigor and discipline
• Drive continuous improvement and on-going development of the Portfolio Program Delivery team based on the agreed upon operating model
• Attract and mentor a highly performant team in an exciting, inclusive and collaborative environment

What You'll Bring:

IDEAL EXPERIENCE

• 8+ years of hands-on experience in program/project management and delivery
• 5+ years of experience managing program managers, portfolio management or process management
• Experience leading Call Center and Agent Servicing technology initiatives
• Experience leading Agile transformations and changing both organizational mindset and practices to an Agile way of working
• Strong understanding of project and portfolio management disciplines, governance processes, and executive reporting
• Strong understanding of the software development lifecycle, including both traditional waterfall and Agile delivery
• Experience with Financial Services firms spanning business and technology domains
• Outstanding written and verbal skills

Preferred Education and Experience

• Specific experience with Jira, Confluence and similar tools and methodologies.
• An ideal candidate will also have technical leadership experience working with various technology stacks and coaching development teams
• Certified Scrum Master (CSM)
• Professional Scrum Master (PSM)
• PMP Certification

CRITICAL LEADERSHIP CAPABILITIES

• Building People Capability
• Engages with employees to develop a clear perception of long-term capabilities/potential, and to provide balanced feedback/guiding principles
• Gives practical support and guiding principles for growing capabilities, not just technical skills
• Systematically develops employees through stretch assignments with specific competency development goals
• Uses informal and structured approaches to career development to focus on individual improvement over time
• Supports promotion of own people when talent is needed elsewhere and provides individuals with development opportunities
• Collaborating and Influencing
• Negotiates with a genuine give-and-take approach, where parties act as true peers and decisions are shared
• Spends time identifying all stakeholders necessary and meets or connects with all of them, neglecting no one to shape a collective consensus
• Identifies opportunities to build relationships that will help others achieve their objectives and reaches out to those people or new people

Collaborating and Influencing

• Negotiates with a genuine give-and-take approach, where parties act as true peers and decisions are shared
• Spends time identifying all stakeholders necessary and meets or connects with all of them, neglecting no one to shape a collective consensus
• Identifies opportunities to build relationships that will help others achieve their objectives and reaches out to those people or new people

Driving Results

• Has a passion for achieving excellence in delivery, solving complex problems, and taking ownership
• Acts to surpass goals, seizing opportunities to push the envelope
• Sets continually higher goals that are ambitious but realistic for self and team, geared to organizational objectives
• Focuses on new business opportunities that enable business development targets to be exceeded