CX Program Manager

The Client Experience (CX) team is responsible for developing and collaboratively implementing our comprehensive strategy to continually enhance Citcos client capabilities. Leading with a human-centered design mindset and a native-digital approach these capabilities drive and enable Citco to design and deliver a positive and seamless client experience tailored for all clients across all CX team works collaboratively across all global lines of business partnering with business leaders and clients to identify needs solutions and value creation opportunities for stakeholders.

The primary purpose of the Senior Project Manager role in CX is to drive end-to-end execution of complex high-impact initiatives that advance the companys strategic objectives. This leader will own and architect the delivery of multiple concurrent projects exercising strong decision-making authority while navigating ambiguity and organizational complexity. The Senior Project Manager must demonstrate deep understanding of business context to proactively identify risks resolve impediments and make strategic trade-offs that maximize business value. Success requires hands-on leadership in steering cross-functional teams influencing senior stakeholders and ensuring deliverables meet rigorous quality standards while maintaining scope timeline and budget parameters.

This role reports to the CX Senior Program Manager.

Primary responsibilities and activities include:

• Review project proposals or plans to determine a time frame funding limitations procedures for accomplishing projects staffing requirements and the assignment of available departmental resources to various project phases.

• Identify and schedule project deliverables milestones and required activities and tasks.

• Provide leadership and motivation to project team members throughout the project life cycle and confer with project staff to outline a work plan.

• Act as a coach to junior project managers executives and others who need assistance and advice regarding project management practices.

• Establish a work plan and staffing for project activities iterations or phases and arrange for recruitment or assignment of project personnel.

• Review/approve the work plan of an external service provider or consultancy contracted to execute the project.

• Implement a project communication plan.

• Conduct risk assessment and mitigation.

• Monitor project activities ensuring the currency quality and integrity of information while providing consistency in content and look and feel across the organization.

• Ensure that project goals are in line with business objectives.

• Ensure that project goals are achieved.

• Assign duties and responsibilities to project personnel and define the scope of their authority.

• Direct and coordinate the activities of project personnel to ensure projects progress on schedule and within budget.

• Review status reports prepared by project personnel and modify schedules or plans as required.

• Establish standards and procedures for project reporting and documentation.

• Benchmark project management performance continuously to identify the potential for improvements and increase capability in project and portfolio management.

Primary Contacts

• Project sponsor and key stakeholders

• Project team/staff (including designated users or customers)

• Business unit (BU) management and executives

• Business unit subject matter experts (SMEs)

• Enterprise architects

• IT staff and associated IT subject matter experts (such as security)

• Infrastructure and operations staff

• Business analysts

• Product owner

• External service providers and consultancies project manager(s)

Education

• Bachelors degree in business information systems (IS) computer science or a related field or equivalent IT experience. Formal program manager training and certification are desirable.

Experience

• Seven or more years of progressively responsible IT experience with sensitivity and commitment to business problem solving.

• Five years of successfully managing complex and risky projects.

• Five or more years of BU or BU-facing experience with sensitivity and commitment to business problem solving.

• Experience in leading diverse teams.

• Experience and ability in using soft skills or people skills.

Knowledge and Skills

• Distinctive blend of business IT financial and communication skills. This blend is vital because this is a highly visible position with substantial impact.

• Ability to adapt to new circumstances in a changing business environment.

• Good understanding of current and emerging technologies and of how other enterprises are using them to drive digital business.

• Knowledge of project management methodology and experience or familiarity with major defined program management approaches (for example that of the Project Management Institute and agile approaches).

• Significant knowledge of project planning/scheduling tools with a solid track record of practical application.

• Exceptional verbal and written communication skills; expertise in setting and managing customer expectations.

• Effective influencing and negotiating skills in an environment in which this role may not directly control resources.

• Strong knowledge and understanding of business needs with the ability to establish and maintain a high level of customer trust and confidence.

• Ability to support a tactical resource plan by mapping future demand to forecast project completions in the project portfolio.