MFCJP00010702 - Program Director

Program Director
The opportunity
The Global Operations Strategy team consists of high performing strategy team members responsible for identifying and enabling the Global Operations team to deliver upon its mandate globally. The Program Director, Contact Centre as a Service, will report directly to the VP, Strategy and Delivery, Global Operations and

Responsibilities

• As a global program Director within the Global Operations Strategy team, the candidate will be responsible for the successful implementation of our Contact Centre strategy globally.
• A high performing individual focused on execution, transformation, collaboration, transparency, accountability, and innovative thinking
• Ensure clear governance and seamless execution, closely monitor progress, and communicate results, this includes:
  • Executive reporting and governance
  • Measuring and reporting on progress against the program aspirations
  • Work with the Segment teams to develop specific action plans to ensure progress remains on track
  • Influence outcomes and teams to deliver upon the program objectives.
  • Partner with other stakeholders (strategy, finance, technology, segment leaders) to ensure program is delivered successfully against financial and operational targets

Individual responsibilities for the role include, but not limited to:

• Lead the development and management of the assigned portfolio to ensure alignment against the financial plan and strategic priorities
• Ensure effective stakeholder management to execute the portfolio management to drive the mandate
• Keep risk business under control for the program portfolio
• Ensure effective people leadership, development, and engagement of the team

Required Knowledge/Skills/Competencies/Education:

• Consistently sees overall picture and alternative approaches, vision of what may be possible
• Understands the political relationships, and deep knowledge and expertise of the business
• Understands and leverages industry trends, in our space and others
• Strategic and Commercial Acumen
• Executing for Results
• Leading Teams
• Influencing and Relationship Building

Qualifications:

• Graduate degree with minimum 10+ years of experience
• Previous experience driving global program portfolios/or past relevant experience in multi-national top tier financial institution
• Prior experience supporting Technology function is an advantage
• Strong business acumen and highly developed communication and relationship skills
• Project management, change management and negotiation skills
• PMP and Agile certifications are highly recommended

Decision Authorities:

• Develops and implements the Program Management Process for the assigned business/segment
• Manage internal and external resources to achieve targets
• Responsible for attracting and retaining talent and making recommendations/decisions on hiring and compensation

How will you create impact?

This role will be directly responsible for the successful delivery of the global Contact Centre as a Solution program. This role will have global responsibility including but not limited to setting up governance structure between global strategy and local/segment decision rights, providing executive updates and setting and driving successful delivery.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.