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Director, Organizational Strategy and Transformation

2 months ago

Toronto, Ontario, Canada Manulife Full time
Job Description

Overview

This role leads organizational strategy and change management for Global Contact centers, including strategic planning, employee and partner engagement, transformational communications, and more.

Key Responsibilities

  • Drive the strategic planning cycle for the global contact center, aligned with the corporate planning cycle.
  • Develop strategies that advance the contact center priorities across three primary objectives: serve customers, empower employees, and add new value for the business.
  • Run the annual contact center budget planning cycle, partnering closely with finance, the contact center segment leads, and workforce management.
  • Collaborate with cross-functional teams to ensure alignment and integration of the contact center strategy with broader organizational initiatives.
  • Identify and assess potential risks and opportunities in the contact center environment and develop mitigation strategies to address them.
  • Lead the development and implementation of change management strategies to support the adoption of new processes, technologies, and ways of working within the contact center.

Change Enablement

  • Establish the communications framework for how activities throughout the organization tie into the modernization occurring within the contact center space.
  • Partner with communications leads and use multiple mediums to drive integration, adoption, and engagement of key messages.
  • Work with finance partners to craft and drive the narrative of annual operating and investment budgets consistent with short- and long-term financial goals.
  • Ensure effective communications occurs vertically and horizontally on forecasts, monitoring, and adjustments to financial, operational, and transformation targets being met.
  • Develop and drive change management plans that encompass communication, training, and partner engagement to drive consensus and minimize resistance to change.
  • Monitor and evaluate the impact of change initiatives on contact center operations and adjust as needed to ensure successful outcomes.
  • Identify and assess potential risks and opportunities in the contact center environment and develop mitigation strategies to address them.

Requirements

  • Ability to define operational strategies that align to global business objectives and are informed by multiple internal and external sources.
  • Measures and reports on the effectiveness of change management activities, and adjusts strategies as needed to ensure successful adoption of changes.
  • Establishes feedback mechanisms to collect insights from employees and partners on the impact of change initiatives and uses this information to continuously improve change management processes.
  • Facilitates workshops and forums to gather input and feedback from contact center employees on proposed changes and transformation initiatives.
  • Shown ability to build and lead a forward-thinking operational team that promotes innovation while optimizing costs, driving new value strategies, and enhancing efficiency.
  • Confirmed critical thinking and strategic planning at a high level and operational level, translating strategic plans into specific objectives, and to influence the creation and execution of plans to achieve those objectives.
  • Drive timely and transparent communication to keep senior management informed on opportunities and risks.
  • Customer-centric approach capable of envisioning long-term solutions that go beyond immediate project goals and existing constraints to deliver efficient, beneficial outcomes.
  • Success at cross-functional project & service delivery, collaborating with multiple teams, partners, and business functions.
  • Shown success working in large, global, matrixed environment to get results.
  • Exceptional communications skills written and verbal, with the ability to engage successfully at all levels of the organization, from COO, VP, AVPs to front-line employees, and across diverse partner groups.
  • Ability to thrive under pressure balancing business segment needs and interests with our internal contact center initiatives.
  • Confident presentation and facilitation skills coupled with strong interpersonal and leadership abilities to facilitate working with senior management at all levels.
  • Strong analytical skills and ability to deliver actionable recommendations based on comprehensive analysis.
  • Proficient in translating analyses into easily understandable recommendations using mediums such as dashboards, graphics, summaries.
  • Strategic planning and organizational Change Enablement
  • Lean Six Sigma efficiencies and rationalization
  • Transformational and change communications, marketing, and branding
  • Customer Service and Operational Excellence
  • Strong Influence & Persuasion
  • Transparent leadership, coaching, and mentoring
  • Some travel required