Story Behind the Need:
Business group: Canadian Banking Contact Centres (CBCC) is one of many customer channels in which they can inquire about existing retail and small business accounts; as well as apply for new products and services with the bank. CBCC supports incoming customer calls routed through an IVR to an Advisor; as well as supports incoming inquiries through digital channels; click-to-chat, social media & email. The CBCC also focuses on strengthening and deepening client relationships with our outbound teams contacting customers to cross-sell with any additional products and services.
The Change Manager will play a critical role ensuring a smooth transition of Canadian Banking Contact Centre employees from the current telephony platform to the global cloud-base telephony platform across multiple countries. This position will focus on coordinating communication, training and change management efforts to ensure a seamless employee migration with minimal disruption. The Manager will work closely with internal stakeholders to standardize processes and training material, drive adoption, and ensure employees are prepared for the transition.
The role requires strong project management skills, an understanding of employee migration processes, and the ability to manage a complex change initiative across multiple regions with different Lines of Business and cultures. The Manager will report directly to the Senior Manager of Business Transformation Change Management and will play an integral role in supporting the execution of CCaaS Change Management strategy.
Project: This project is Contact Centre as a Service (CCaaS) and migrating from the old telephony system to the cloud. This will have impacts on all lines of business with our Contact Centres for retail banking. This is a foundational year and future phases will continue for the next 2 years, adding in net new capabilities such as Virtual Voice Assistant into our IVR as well as both employee and customer AI functions.
Will be supporting on facilitating focus groups, along with presentations to Frontline leadership on the changes and the change management strategy for this first phase. Working with internal stakeholders to create learning and online resources for both frontline employees as well as support departments.
Candidate Value Proposition:
This candidate has the opportunity to not only work with a top 5 Canadian bank. We have an inclusive and collaborative working environment that encourages creativity and curiosity and celebrates success! We provide you with the tools and technology needed to create meaningful customer experiences. You’ll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world. We hire you for your talent, not just a job, so you can grow with us. We’ll equip you for success not only in your role, but also in your career as a whole.
Daily responsibilities:
* Drives change management plans and activities from initiation to implementation & sustainment to achieve desired business results.
* Engages cross-functional teams and other impacted audiences in the change to create an engaged workforce who understands the change and what it means for employees.
* Understand a variety of business dimensions that must be considered in the implementation of change (products, people, processes, channel(s) and associated risks that must be interpreted, evaluated and mitigated).
* Highlight areas of opportunity, challenges, resistance, and plan for risk management.
* Serve as Change Management point of contact for local implementation teams, facilitate conversations, provide guidance, track actions, risks/issues, and follow-ups.
* Provide effective leadership and management to the CCaaS project, ensuring that the Change Management Strategy is successfully completed within the measures of high-quality, scope, time and budget.
* Support CCaaS change management strategy by combining subject matter expertise and organizational knowledge to implement change successfully.
* Apply change management methodology, general management skills and knowledge to plan, organize and execute change management activities.
* Work closely with the Senior Manager Change Management to develop and implement change management strategies that ensures a smooth transition for employees migrating to the global platform.
* Ensure change management efforts align with overall migration timelines and business goals.
* Assess the impact of Line of Business based on roll out plan, ensure that the change related risks are identified and mitigated.
* Collaborate with internal teams to standardize communication and training and online resource materials for both existing users and onboarding hiring path.
* Serve as primary Change Manager liaison to cross-functional team members across different geographies and cultures; partner virtually to support execution of each release during rollout.
* Identify emerging issues and trends to inform decision-making.
* Ensure stakeholders (internal support teams- i.e. Workforce Management, Sales Strategy Team, National Operations, Branch partners) are well-equipped to support the transition process.
* Coordinate with Lines of Business, training teams, workforce management and knowledge management to ensure they are well-prepared for the migration process.
* Develop and implement feedback loops to gather insights from stakeholders & Lines of Business.
Must have:
* 5+ years of experience in change management, project management or related roles within financial services.
* 5+ years of experience in leading change management initiatives – Please provide examples of the most recent initiatives.
* 5+ years of experience working within contact center environments.
Nice to have:
* Prosci Change Management Certification.
* Prosci Change Portal – (Manage all of the change management activities).
Soft skills:
* Excellent written, presentation, and verbal communication skills to be able to work well with technical peers and business stakeholders at different levels within the organization.
* Excellent interpersonal skills to be able to collaborate and work closely with external vendors.
* Ability to analyze complex situations and problems and do the necessary research using multiple sources of information to arrive at innovative solutions.
* Ability to work as part of a team, as well as work independently or with minimal direction.
* Good time management and organizational skills to effectively manage high-scale projects.
* Excellent project management and organizational skills with the ability to drive complex initiatives to successful outcomes.
* Strong communication and presentation skills, with the ability to collaborate effectively with diverse teams.
* Ability to develop and implement strategic plans and change management processes.
Education and Certifications:
Bachelor’s degree in business, Marketing or equivalent required.
Best vs. Average Candidate:
The ideal candidate is someone who has led change management initiatives and knows contact centers.
Interview:
1 round, 30 minutes – video call (situational questions) with Hiring manager and Product owner. The team will be assessing both soft skills and technical skills. 2 rounds – 30 minutes – video call with the Hiring manager and Director. The team will be assessing both soft skills and technical skills and if the candidate is a good fit for the role.
Job Details
12618
Contract
6 Months
Scarborough
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