ECPMO Services & Support Lead

ECPMO Services and Support Lead

The ECPMO Services and Support Lead will be responsible for driving the end-to-end services and support strategy within the ECPMO processes. Working with the Sr. Manager Support and Services, and Comerica corporate partners they will be responsible for supporting the overall ECPMO services and support strategy, identifying knowledge gaps, and aligning tools and resources with the organization's goals. This role will perform retrospectives and collect and track data on program and project management effectiveness as well as serving as a process SME in the effectiveness of tools, templates and job aids created for the ECPMO

In addition, this role will be responsible for developing comprehensive communication strategies for the ECPMO team. This includes identifying key messages, audiences, and communication channels supporting end-to-end communications within the ECPMO, including regular communications forums. This role will collaborate with key ECPMO stakeholders, including Corporate Communications and Talent Development, to align education and communication strategies and content with Comerica standards as well as creating efficiency through leveraging existing materials as available.

The ECPMO Services and Support Lead will also maintain a library for materials which includes consistent maintenance and archival of artifacts for version control and audit needs as applicable. This role will be responsible for following enterprise retention policies.

Position Responsibilities:

Support and Services Design & Delivery

• Develop standardized end-to-end services support and communication framework across ECPMO.
• Develop comprehensive ECPMO-specific tools, templates and job aids tailored to different groups within the organization (e.g., employees, managers, executives).
• Ensure all ECPMO resource materials are consistent with the ECPMO brand and Comerica standards of excellence.
• Write, edit, and manage the production of ECPMO communication materials including emails, newsletters, presentations, videos, and intranet content.
• Coordinate and deliver ECPMO specific programs and facilitate sessions, to ensure effective learning outcomes within the ECMPO and those who use the ECPMO process.

Library Maintenance

• Maintain library for tools/templates/job aids and communication materials including version control.
• Maintain a knowledgebase where content can be stored for future reference.
• Ensure ease of access for ECPMO team to critical content and information.

Continuous Improvement

• Proactively collaborate and engage with ECPMO stakeholders at all levels to understand their concerns, expectations, and communication needs to tailor messages effectively.
• Establish metrics to evaluate the effectiveness of ECPMO resources in terms of knowledge transfer, behavior change, and overall impact on the change initiative.
• Adapt tools, templates and job aids in response to unforeseen changes or feedback, ensuring that the materials remain relevant and effective throughout the change process.
• Develop a feedback loop to gather performance metrics.
• Establish mechanisms for feedback from employees or stakeholders, analyze this feedback, and adjust communication and resource strategies specific to the ECPMO accordingly.
• Other duties as assigned.