Program Manager, Operations

3 weeks ago

London, Canada Canada Life Assurance Company Full time

**Job Description**:
Reporting to the Director, IW/IS Operations & Programs and Planning, the
**Program Manager, Operations **will play a pivotal role within IW/IS Operations on the planning and execution of strategic projects and initiatives. This individual will provide business guidance and expertise on integrating people, process, and technologies in support of meeting objectives and fully realizing results associated with IW/IS Operations priorities.

Success in this role will include providing a preliminary assessment on initiatives, ensuring that business impact, needs and features are properly understood, with an eye for automation of value-added features. This will require engagement from strategy ideation and initial analysis, through to execution. In addition, this role is a change agent responsible for working with cross functional teams, with a view on the end-to-end experience of our products, processes, and procedures to order to improve customer and advisor experience, as well as internal processes. Finally, this position will lead and manage operational issues with the goal of determining the root cause, remediation plans, and guiding teams to resolve and close out issues.

**What you will do**

**IW/IS Operations & Customer Program Management**:

- Act as the first point of contact for IW/IS Operations and Customer Service initiatives that impact clients, advisors, or operations teams.
- Lead strategic initiatives’ intake, planning, delivery and governance based on business goals and organizational strategies.
- Partner with various stakeholders across IW/IS to understand the project charter and help define preliminary requirements to deliver business results.
- Define scope and resource requirements, along with project dependencies.
- Foster dynamic and collaborative relationships with leaders across IW/IS Operations and Customer Service.
- Be responsible for collecting and providing program roadmaps, estimates and resource needs for annual planning.
- Oversee and govern planning and delivery of the assigned strategic initiatives, provide expert knowledge towards ambiguous situations, identify and resolve problems across multiple domains, and perform risk assessment, planning and analysis across the entire program.
- Lead the implementation of solutions that may require the modification of business processes, systems, products, and can require significant departures from traditional approaches.
- Manage senior stakeholder relationships, partnering with management in the development of strategic and operational plans.
- Develop and manage an effective delivery network across project managers and other leaders.
- Assess impact on people, processes and systems; understand the importance of and adheres to control standards, audit practices, compliance, etc.
- Support development of initiative-level business cases.
- Define the governance structure and ensures work is completed with an appropriate level of detail and quality, optimizing resource usage.
- Provide team leadership towards the achievement of strategic objectives, including feedback to people leaders on performance, development, resource assignment, etc.
- Oversee the coaching and mentorship, lifecycle and development of resources, providing guidance on complex issues.
- Oversee the management of resourcing over a large body of work crossing multiple projects or initiatives.
- Communicate with and report to stakeholders to provide an integrated perspective on all program activities.
- Actively promote and influence the need for continuous improvement.
- Act as a change leader ensuring effective implementation and sustainable success of solutions engaging teams and stakeholders throughout the project lifecycle to deliver results.

**Issue analysis and resolution**:

- Thoroughly investigate escalated items with an eye towards figuring out root cause, areas impacted, size, scope and impact of the issue and possible solutions.
- Engage appropriate business partners to gather information, assess risk and develop reasonable and actionable tactics for resolving issues.

**What you will bring**:

- Project management experience and/or education an asset
- Post-secondary degree or certification
- Must be self-motivated, organized, and able to multi-task and excel while juggling multiple deadlines and priorities
- Change leader
- Collaborative business partner that has demonstrated the ability to navigate across IW/IS teams, as well as within IW/IS Operations
- Solid planning and organization skills
- Effective communication skills across all levels of the organization
- Demonstrated relationship building skills at all levels
- Understanding of technology and business projects, the impact to IW/IS Operations, as well as the impact to customers and advisors
- Results oriented
- Strong influencer
- Strong communication and listening skills, ability to inspire, provide vision, and articulate the path forward
- Driven to improve - the organi

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