Project Manager OPL, 18-months Secondment

Résumé du poste

Lead the implementation and evolution of a Google CCaaS cloud-based contact center solution. Coordinate cross-functional teams to drive design, adoption of operational processes, and continuous improvement of service delivery.

Détails du poste

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us. Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented below is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well. Salary Range (but Not Limited To) 94,200 - 115,200 About The Role The project associated with this role will be the implementation and ongoing evolution of our Google CCaaS environment (Contact Center as a Service), a cloud-based contact center solution. The successful candidate will play a pivotal role in leading, orchestrating, and driving the design, implementation, and adoption of new operational processes. They will be responsible for overseeing production deployments, managing cross-functional collaboration between Google, the Lab, Operations and Planning, and IT teams, mitigating delivery risks, and championing continuous improvement initiatives to enhance service delivery and business outcomes. This position is an 18-month secondment. What You'll Do Here Overall project planning Co-ordination and Execution of remaining project phases Follow and control the project evolution and communicate progresses accomplished Identify and execute improved Workflow Processes and Tools Participate in New Requirements Definition Process Business Analysis, Stakeholder Management & Product Ownership Support Deployment plans and strategies Participate in Business Roadmaps Initiation & Planning Responsible for developing overall project plans, track and report on project status, progress, issues and costs according to Intact Methodology or approved deviation Kickoff Projects with stakeholders and ensure all stakeholders required for the project are identified, with support from the project team Support the IT PM and build an effective project organization structure Project Execution, Monitor & Control Supervise and coordinate, indirectly, activities of a multi-tasked team. Logging of issues, decisions, actions, dependencies consulting with Program Director. Pro-actively manage all issues, risks and dependencies; working with project stakeholders to review and update on a regular basis (at least monthly). Logging of issues, decisions, actions, dependencies and consulting with IT PM Effectively facilitate meetings and creates presentations relative to milestones, budget expenditures, issue resolution, project status Using project management tools, analyzes the project schedules and advises / warns on potential missed milestones Integrate and evaluate the Change Management Approach. Monitor implementation efforts and transition issues to ensure business risks are identified and solutions are recommended Documentation Make sure an appropriate methodology is used during the lifecycle of the project. Make sure team has all tools available to do their job Plan for documentation, tracking, reporting and follow-ups Conduct overall project / program reporting Facilitate status meetings, responsible for coordination, booking, monitoring attendance distribution of materials taking meeting minutes Creates presentations relative to milestones, issue resolution, project status Ensures accuracy in preparing and promptly completing all requirements supporting documentation (ie reports, change requests, presentation, invoices, correspondence tables charts files etc. What You Bring To The Table University degree or college diploma in Business Administration, Project Management, Information technology , Operations Management or any relevant applicant fields Project Management Professional (PMP) certification (asset) Previously led high profile and large scale project For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country. No Canadian work experience required however must be eligible to work in Canada. Core Competencies Strategic Thinking, Planning and Organizing Stakeholder Management Influencing and Negotiation Change Leadership Communication and Presentation Skills Decision Making Continuous Improvement Mindset Customer Focus Ce poste jouera un rôle essentiel au sein de notre équipe. | This position will fill an essential role in our team. We are an equal opportunity employer At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives. We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community. As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today. We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request. If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs. Learn more about our recruitment process and your candidate journey here. Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility. If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.

Ce que vous ferez

Lead the implementation and evolution of a Google CCaaS cloud-based contact center solution. Coordinate cross-functional teams to drive design, adoption of operational processes, and continuous improvement of service delivery.

Exigences

Requires a university degree or college diploma in Business, IT, or Operations, with a preference for PMP certification. Candidates must have experience leading large-scale projects and be eligible to work in Canada.

Compétences indiquées

• Continuous Improvement · Souhaitée
• Change Management · Souhaitée
• Decision Making · Souhaitée
• Communication · Souhaitée
• Reporting · Souhaitée
• Analyse d’affaires · Souhaitée
• Stakeholder Management · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Project Planning
• Stakeholder Management
• Business Analysis
• Product Ownership
• Change Management
• Risk Mitigation
• Strategic Thinking
• Influencing and Negotiation
• Continuous Improvement
• Communication
• Presentation Skills
• Decision Making
• Customer Focus
• Workflow Optimization
• Budget Management
• Reporting

Domaines d’emploi

• Management & Leadership
• Technology
• Customer Service & Support
• Consulting
• Administrative