Sr Project Manager - Contact Center Technology
Sr Project Manager - Contact Center Technology
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Job Description
Were building a relationshiporiented bank for the modern world. We need talented passionate professionals who are dedicated to doing whats right for our clients.
At CIBC we embrace your strengths and your ambitions so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.
To learn more about CIBC please visit CIBC
What youll be doing
As a member of CIBCs team the SeniorProject Manager is a seasoned expert responsible for overseeing the daytoday project activities of complex projects of a tactical nature ensuring project control procedures and policies are adhered as per technologys project performance standards. You will work with minimal direction applying deep knowledge in their field of expertise to manage the delivery of project management best practices and processes including reporting project planning and support activitieswithin quality standards and to the satisfaction of the project sponsor. You will drive to mitigate risk to achieve the desired business outcomes. You understand the business/group and will facilitate communication with other Project/project managers and stakeholders efficiently and effectively.
At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of onsite and remote work) will be discussed at the time of your interview.
How youll succeed
Project Management:
Develop an expert understanding of business/group challenges.
Influence and negotiate to achieve business objectives.
Identify emerging issues and trends to inform decisionmaking.
Break down strategic problems and analyze data and information to provide insights and recommendations.
Monitor and track project delivery task performance and address any issues proactively.
Design and produce regular and adhoc reports and dashboards.
Provide Project level change leadership to ensure the vision and objectives of the largescale transformation are driven properly.
Direct strategic Projects within multiple or single business/groups and provide integrated management of subsidiary projects and internal or external stakeholders.
Develop an expert understanding of business/group challenges.
Manage contingency funding in support of risk mitigation plans.
Manage all aspects of the project lifecycle including business operational and technology deliverables. Ensure all project processes are completed.
Ensure change management plans are developed socialized and consistently measured to deliver the expected project benefits and adoption.
Execute project requirements in governance frameworks focused on risk appetite and compliance standards.
Develop all related project management artifacts while complying with applicable enterprise standards
Monitor and controls project deliverables. Makes recommendations and adjustments to the overall project plan to achieve deliverables
Understand project interdependencies and demonstrates critical thinking that proactively identifies project risks and establishes effective risk mitigation from the outset.
Manage Project financials:
Manage overall Project budget and allocates budgets to supporting projects. Ensure overall Project spend is managed within approved annual and multiyear budget allocations.
Manage/validate financial forecasts conducts ongoing reconciliations and artifacts updates.
Anticipate trends and responds by implementing appropriate changes.
Relationship Management:
Act as a trusted advisor to Director PMO for making business decisions and implementing strategic initiatives.
Act as the prime contact for internal/external stakeholder relationships.
Provide guidance to the project sponsor on the implementation and sustainment of projects resulting in successful project outcomes.
Demonstrate stakeholder partnership that involves effective communicating with the project sponsor; gains and builds trust and rapport.
Foster strong internal and external networks and works with and across multiple teams to achieve business objectives.
Influence how teams/groups work together.
Leadership skills:
Lead all aspects of the Project lifecycle and ensures Project structure is designed to achieve the intended business benefit.
Exercise direct accountability for complex Projects with many project managers and team members.
Demonstrate ownership and commitment by holding themselves accountable for the identification and resolution of project problems.
Lead and/or represent the project in project team meetings governance forums and interdepartment forums.
Communicate abstract concepts in simple terms triage GAP analysis sessions.
Operate at a group/enterprisewide level and serves as a senior specialist resource across CIBC.
Apply expertise and think creatively to address unique or ambiguous situations and to find solutions to multiple interdependent complex problems.
Who you are
You can demonstrate at least 10 years of experience in technology Project Management with waterfall and Agile methodologies as lead Project/Program Manager.
Valid PMP designation from the Project Management Institute (PMI) or equivalent
Indepth experience with SDLC
Collaboration skills; with a focus on crossgroup collaboration
Able to apply waterfall /Agile /Scrum project management methodologies or approaches
Able to manage project and business risks including project and Project interdependencies
Able to resolve project issues effectively
Stakeholder management
Verbal & written communication skills
Agile or Scrum certification would be an asset
Experience in Managing Contact / Call Center Projects would be an asset
Prior CIBC experience or financial industry experience would be an asset
Cloud computing would be an asset
Seasoned expert with extensive industry knowledge
Data driven decision making
Prior working experience with MS Visio MS Project JIRA Confluence services now Plainview MS office and MS SharePoint
You have a degree/diploma in Computer Science Engineering Management Information Systems or a related field of study.
You embrace and champion change. Youll continuously evolve your thinking and the way you work in order to deliver your best.
Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
Youre digitally savvy. You seek out innovative solutions and embrace leadingedge technologies. You can easily adapt to new tools and trends.
Youre driven by collective success. You know that collaboration can transform a clever idea into a great one. You understand the power of an inclusive team that enjoys working together to create a shared vision.
Values matter to you. You bring your real self to work and you live our values trust teamwork and accountability.
#LITA
What CIBC Offers
At CIBC your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career rather than just a paycheck.
We work to recognize you in meaningful personalized ways including a competitive salary incentive pay banking benefits a benefits program* defined benefit pension plan* an employee share purchase plan a vacation offering wellbeing support and MomentMakers our social pointsbased recognition program.
Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
*Subject to plan and program terms and conditions
What you need to know
CIBC 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. If you need accommodation please contact
You need to be legally eligible to work at the location(s) specified above and where applicable must have a valid work or study permit.
We may ask you to complete an attributebased assessment and other skills tests (such as simulation coding French proficiency MS Office). Our goal for the application process is to get to know more about you all that you have to offer and give you the opportunity to learn more about us.
Job Location
Toronto81 Bay 17th FloorEmployment Type
RegularWeekly Hours
37.5Skills
Avaya Call Management System Avaya Call Management System Avaya Interactive Response Avaya IP Office Avaya Technologies Avaya VoIP Call Center Call Center Applications Call Center Solutions Call Centre Set Up Cisco IP IVR Cisco Unified Contact Center Enterprise (UCCE) Contact Center Systems Genesis Platform Genesys Call Center SIP Telephony Genesys Contact Center Implementation Genesys Contact Center Operation Genesys Framework Genesys Outbound Genesys SIP Server Genesys Voice Platform Interactive Voice Response (IVR) IP IVR IVR Applications SIPOC 1 moreRequired Experience:
Senior IC
Employment Type
Full-Time
