Sr. IT Operations Project Manager

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Company: Codeforce360

Location: Dorchester, MA 02125

Description:

Required Skills:
  • Experience leading projects implementing new systems and functionality for the Contact Center channel.
  • Projects around core contact center solutions. (Phone systems, IVR, Call Recording, Outbound Dialers, Softphones, Agent desktop solutions, CTI, and other applications I support of modernizing the user and customer experience).

Position Description:
  • As a member of the Technology & Operations organization you will be part of the team that serves the needs of our client, including products and services for personal, business and corporate customers.
  • Our people are at the heart of everything we do.
  • We are committed to teamwork, and we encourage collaboration and innovation to be a smart, customer-focused and solutions-oriented organization.
  • The Technology Team supports the development, implementation and ongoing maintenance of all banking systems. This team has the expertise and commitment to develop high-quality solutions to meet the needs of a fast-paced and complex operating environment.
  • The Operations Team supports the processing for all the bank's transaction channels. Each day, this team excels when faced with opportunities and challenges to make a meaningful, error-free difference for our customers.

Position Summary:
  • Looking for a project manager to lead projects implementing new systems and functionality for the Contact Center channel.
  • Projects will revolve around core contact center solutions. (Phone systems, IVR, Call Recording, Outbound Dialers, Softphones, Agent desktop solutions, CTI, and other applications I support of modernizing the user and customer experience).
  • The Project Manager will lead projects and teams, ranging in size and complexity, defining performance goals and execution from initiation to closure.
  • The Project Manager II leads scope definition, risk identification and methodology, will report on project status, determine time frames, staffing and resource requirements and lead others to make meaningful process improvements.
  • He/She will manage projects to deliver within scope, on time and on budget.

Position Duties:
  • Drive/participate in the funding process, as appropriate (e.g., presentations, cost-benefit analysis and business case).
  • Lead or contribute to the development of project definition and scope with applicable stakeholders.
  • Identify project duration, effort, sequence, and dependencies of tasks required to meet applicable project objectives.
  • Monitor and document project milestones and outcomes throughout the project lifecycle to ensure adherence to established quality standards.
  • Conduct Project Team meetings and situational analysis regularly to ensure appropriate communication to all stakeholders.
  • Develop presentations, dashboards, reports and other team and executive level project communications and documentation.
  • Develop, communicate and implement project risk mitigation plans and complete Risk, Actions, Issues and Decisions documentation to effectively monitor risk and enable accountability and responsibility.
  • Develop and implement contingency and recovery plans when deliverables are missed (e.g., identify critical path, document, plan for Return to Green, Business Continuity Plan, etc).
  • Document and communicate project changes, project health and project status to project team, Business Owner and Executive Sponsor.
  • Responsible for all aspect of the team member life cycle, including recruitment, coaching, development and performance management. This position may have people management responsibility.
  • Accountable for the project management process and project management deliverables for all assigned projects from initiation thru closure, including intake activities.
  • Adhere to Client Bank project management standards by ensuring that recognized project management processes, discipline and controls are consistently applied to projects from initiation through closure.

Qualifications:
  • 5 years formal project management experience. 3 years relevant financial services experience preferred. Knowledge of functional area may be required.
  • Education: Bachelors or Equivalent Experience: At Least 5 Years Specialized Knowledge
  • Understanding, application, and ability to articulate industry project management principles, theories, and concepts.
  • Significant experience in building project planning documents.
  • Able to manage all aspects of multiple projects, deliverables and timelines.
  • Proven experience prioritizing, budgeting, estimating, and project implementation.
  • Ability to research, interpret and incorporate industry and other best practices into project management processes.
  • Proficient with Project and Portfolio Management Tools. (Clarity, Visio, Excel, MS Project, Powerpoint, etc.).
  • Ability to analyze project data, metrics and financials, making data-driven analytical decisions
  • Knowledge and expertise in the use of project management, PMLC and SDLC methodologies and tools (i.e. Agile, SCRUM, Waterfall, Iterative).
  • Understanding, application, and ability to articulate industry project management principles, theories, and concepts.
  • Ability to think both tactically and strategically moving through both fluidly.
  • Able to identify risk and manage them, escalating when necessary.
  • Demonstrated experience engaging the support and resources of others to achieve project goals and objectives; influencing without authority.
  • Experience of enabling people to work effectively as they plan, implement and experience change.
  • Proven experience developing and coaching others indirectly or directly Management Scope Manage Process/Project.

Preferred/Nice-to-Have:
  • Knowledge of industry standard Contact Center components and applications e.g PBX, Call Routing, CTI, IVR, WFM, Call Recording.
  • Experience in managing Contact Centre infrastructure refresh initiatives.
  • Familiarity with Contact Center innovation e.g Voice Biometrics.

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