Program Manager

  • Company:
    GWL/LL
  • Location:
  • Salary:
    negotiable / monthly
  • Job type:
    Full-Time
  • Posted:
    3 weeks ago
  • Category:
    Customer Service

The Program Manager – Contact Centres is responsible for leading the design, implementation and operation of strategic technology solutions supporting the Customer Contact Centres. This leader will have overall delivery and operational responsibility for technology solutions to achieve business outcomes in the support of Customers. A focus of the role will be to advance the customer contact centre services to meet the evolving needs and expectations of Customers. This leader provides leadership to all practitioners associated with the team and works closely with internal and external partners.Accountabilities: Accountable for the daily operations of delivery teams and practitioners ensuring the efficient and effective use of financial and people resourcesDevelop and maintain relationships with business partners, other Information Services leaders (ex. Shared Enterprise Services, Application Services, Strategic Customer Marketing etc.), external vendors and industry forums for the purpose of understanding product and technology directionsEnsure reliable delivery of IS systems and infrastructure that underpin the business product and service offering and ensure the effective transition of systems to reliable operational states Support the evolution and implementation of practices, processes, methods, methodologies and standards that are customer-oriented rather than technology oriented Translate IS project plans, new IS demands and business growth into impacts on technology and resourcesDevelop team capabilities through hiring, contracting, performance management, training, coaching and mentoringQualifications and Competencies:Post-secondary education in business or technology related fieldMinimum 7 years of industry related experience delivering technology programsProven experience delivering large programs, especially with contact centre technologiesProven track record of managing vendor relationship in project delivery and operationsMust have the proven ability to serve as an effective member of a management team, be an effective leader to a team of highly trained employees and consultantsStrong relationship management, partnering and collaboration skills to be effective in influencing stakeholdersExcellent written and verbal communication skills to prepare communications and interact effectively with all levels, technical and non-technical within the organizationPreference and experience working in an environment that is complex, rapidly evolving, and ambiguous with high expectations for excellence and achievementCritical thinker with a high degree of business acumen and decision makingAbility to travelDiscover your opportunity….Apply today!Great-West Life offers competitive compensation, great benefits such as medical, dental, life insurance, wellness account and personal days not to mention onsite cafeteria and fitness facilities. If you’d like to join our team submit your information online and introduce yourself.Together Great-West Life, London Life and Canada Life serve the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.Great-West Lifeco would like to thank all applicants, however only those who qualify for an interview will be contacted.