Contact Centre Portfolio Delivery Director

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Leads assigned projects from project initiation to implementation to achieve desired business results. Ensures that a successful business outcome is the prime measure of project success including delivering projects on time, within budget, within quality standards and to the satisfaction of the project sponsor. Drives to mitigate execution risk to achieve the desired business outcomes. Understands the business/group and facilitates communication with other program/project managers and stakeholders efficiently and effectively. Directs, manages, and coordinates team members including other project managers, business and technology resources, user groups, internal and external consultants and contractors, as well as vendors and external regulatory organizations.

Responsibilities:

• Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
• Ensures alignment between values and behaviour that fosters diversity and inclusion.
• Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
• Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
• Attracts, retains, and enables the career development of top talent.
• Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
• Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.
• Develops an expert understanding of business/group challenges.
• Networks with industry contacts to gather competitive insights and best practices.
• Recommends measures to improve organizational effectiveness.
• Influences and negotiates to achieve business objectives.
• Assists in the development of strategic plans.
• Identifies emerging issues and trends to inform decision-making.
• Recommends business priorities, advises on resource requirements and develops roadmap for strategic execution.
• Conducts independent analysis and assessment to resolve strategic issues.
• Acts as the prime contact for internal/external stakeholder relationships, which may include regulators.
• Manages/validates financial forecasts and conducts ongoing reconciliation.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Monitors and tracks performance, and addresses any issues.
• Designs and produces regular and ad-hoc reports, and dashboards.
• Provides program level change leadership to ensure the vision and objectives of the large-scale transformation are driven properly.
• Develops change management plans for the complex programs spanning across multiple business units and stakeholders.
• Collaborates across BMO to develop communications strategies and ensure consistency of messaging to positively influence or change …