Intermediate Network Change Manager - This project is Contact Centre as a Service (CCaaS ) and migrating from old telephony system and migrating to the cl

Location Address: 2201 Eglinton Ave E - Hybrid - 3 days in office (Tuesdays, Wednesdays and Thursdays ) 150 King street on Wednesdays.

Contract Duration: 6 months initially.

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 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 including internal teams 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 old telephony system and migrating to the cloud. This will have impacts to 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, added 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.

Responsbilities:

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

• Service 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. The incumbent accomplishes this by:

• Supports CCaaS change management strategy by combining subject matter expertise and organizational knowledge to implement change successfully

• Applies 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

• Identifies 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)

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.