Manager - Strategic Initiatives
3 months ago
Work Location:
Markham, Ontario, Canada
Hours:
37.5
Line of Business:
Business Management, Strategy & Support
Pay Details:
**Job Description**:
Reporting to the Senior Manager, Strategic Initiatives, the Manager, Strategic Initiatives will be primarily responsible for supporting strategic initiatives delivery for CFM (Canadian Fraud Management), being the conduit between partners, identifying strategic opportunities that evolve the businesses in CFM and across the organization.
The incumbent must be a self-starter who can exhibit strong leadership, and business acumen. This individual must have demonstrated the ability for developing strategy and plans, coupled with strong problem solving and critical thinking.
This role is strategic in nature, with the incumbent being responsible for the following accountabilities:
- Provide support to the Senior Manager and AVP, Strategic Initiatives in the proactive development of strategies to drive the CFM business forward and enhance an integrated customer and employee experience across our teams.- Work effectively across businesses, product partners and support groups to connect all the different business and operational strategies together, making recommendations to enhance capabilities & drive efficiencies in the operations.- Lead /Support relationships with Product/Delivery partners and be the voice of CFM at partner interactions.- Own initiative/business support through project intake process- Ensure comprehensive understanding of individual lines of business within Fraud Operations and partners supporting Fraud, coupled with a consolidated view across businesses to identify leverage strategic opportunities and tactics that enhance business performance.- Works effectively with business to ensure needs are met, negotiate requirements, and consult on service delivery, also acts as SME or sponsor for key projects.- Recommend, plan and support execution of sound, cost-effective solutions that position the teams to improve primary drivers.- Work with various partners / peers across product and multi-channels to develop strategic recommendations, with an eye on short-, medium
- and long-term opportunities. Prioritize accordingly based on the needs of the business and availability of resources.- Build relationships with leadership to leverage experiences/expertise and identify opportunities to further enhance the customer experience, employee experience and shareholder value across contact centers.- Provide value added insights garnered from best practices and programs implemented in other business that would assist in the achievement of business objectives while creating operational consistency.- Manage the inter-dependencies of multiple initiatives and activities in various phases of implementation, to ensure alignment with the business strategy and objectives.- Contribute to the development of investment planning by ensuring the business requirements are well documented and assessed on a consistent basis, leading to pro-active planning well ahead of annual timelines. This is critical through building defined routines with operations, working closely with the Senior Business Analyst to define scope, benefits, and risk.- Ability to think strategically and passion for driving an impact to enhance customer experience, operational efficiency, and business results.- Ability to build strong relationships and navigate functional areas across the organization, with a proven ability to get things done.- Previous operational experience would be beneficial.- Excellent presentation skills and strong written and verbal communication skills- Proven ability to impact and influence results.- Highly motivated individual with a proven track record of delivering results through ambiguity.- Able to deliver on multiple priorities and the requests of multiple executive stakeholders in a fast paced and very dynamic environment.- Demonstrated business acumen to translate concepts and strategies into successful projects and day to day activities.- Ability to understand and leverage data/analytics to drive support and / or creation of business decisions.- Ability to make recommendations using data and stats to tell the story.- Strong knowledge of MS Office (storytelling boards, visual reporting tools, and creation of presentation materials are required for varied audience levels)- Demonstrated excellence as a consensus builder, a self-starter, team player.
Employee:
- Invest in development of skills and capability through mentorship by sharing knowledge and experiences, leveraging best practices.- Continuously enhance knowledge/expertise in business analysis to provide advice and guidance to business partners and project team regarding best practices.- Lead, motivate and develop relationships with the business, stakeholders, and partners to develop productive working relationships.- Engage, enable, and lead stakeholders to agreement /consensus on the business requirements.- Prioritize an
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