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Senior Vice President, Organizational Strategy and Transformation

3 months ago

Toronto, Ontario, Canada Manulife Full time

Position Overview

Reporting directly to the Global Head of Contact Center, this pivotal role is responsible for spearheading organizational strategy and transformation initiatives within Global Contact Centers. This includes strategic planning, fostering employee and partner engagement, and facilitating transformational communications to align with the vision, mission, and strategic goals of the Global Contact Center.

The incumbent will collaborate closely with the Global Head to define the overarching contact center strategy, enhance cross-team collaboration, and create engaging experiences for both employees and customers. This role serves as a transformation agent, driving the strategic objectives while narrating our organizational story. The position demands a high level of expertise and serves as a trusted advisor on industry trends related to contact center operations and change management.

Key Responsibilities:

Strategic Planning and Organizational Transformation

Leads the strategic planning process for the global contact center, ensuring alignment with corporate objectives. Utilizes an external perspective to formulate strategies that enhance contact center priorities across three main objectives: customer service, employee empowerment, and business value creation. Manages the annual budget planning cycle for the contact center, working in close partnership with finance and segment leads. Collaborates with cross-functional teams to ensure that the contact center strategy is integrated with broader organizational initiatives. Identifies potential risks and opportunities within the contact center landscape and formulates strategies to mitigate them. Directs the development and execution of change management strategies to facilitate the adoption of new processes and technologies within the contact center.

Change Management and Enablement

Establishes a comprehensive communications framework to connect organizational activities with modernization efforts in the contact center. Partners with communication teams to utilize various channels for driving message integration, adoption, and engagement. Collaborates with finance to articulate the narrative of annual operating and investment budgets in line with financial objectives. Ensures effective communication across all levels regarding forecasts, monitoring, and adjustments to operational and transformation targets. Develops and implements change management plans that include communication, training, and partner engagement strategies to foster consensus and reduce resistance to change. Evaluates the impact of change initiatives on contact center operations and makes necessary adjustments to ensure successful outcomes. Identifies and assesses potential risks and opportunities in the contact center environment and develops mitigation strategies to address them.

Qualifications:

Proven ability to define operational strategies that align with global business objectives, informed by diverse internal and external insights. Tracks and reports on the effectiveness of change management initiatives, adjusting strategies as necessary to ensure successful adoption. Establishes feedback mechanisms to gather insights from employees and partners regarding the impact of change initiatives, using this information to enhance change management processes. Facilitates workshops to gather input from contact center employees on proposed changes and transformation initiatives. Demonstrated ability to build and lead an innovative operational team that promotes efficiency while driving new value strategies. Strong critical thinking and strategic planning capabilities, with the ability to translate high-level strategies into actionable objectives. Maintains transparent communication with senior management regarding opportunities and risks. Customer-focused mindset with the ability to envision long-term solutions that exceed immediate project goals. Successful experience in cross-functional project delivery, collaborating with diverse teams and business functions. Proven success in large, global, matrixed environments. Exceptional written and verbal communication skills, capable of engaging effectively at all organizational levels. Ability to thrive under pressure while balancing business segment needs with internal initiatives. Strong presentation and facilitation skills, with the ability to work effectively with senior management. Analytical skills with the capacity to deliver actionable recommendations based on thorough analysis. Proficient in presenting analyses in clear formats such as dashboards and summaries. Expertise in strategic planning and organizational change enablement. Knowledge of Lean Six Sigma methodologies. Experience in transformational communications and branding. Strong influence and persuasion skills. Commitment to transparent leadership, coaching, and mentoring. Some travel may be required.

What We Offer:

Competitive salary and comprehensive benefits package. Opportunities for professional growth and development. Flexible work policies that promote work-life balance. Commitment to fostering a values-driven culture. Continuous innovation and opportunities for career advancement.

Our Commitment to Diversity:

We are dedicated to creating an inclusive workplace that embraces diversity and promotes equal opportunities for all employees. Our recruitment, retention, and advancement practices are designed to ensure fairness and equity across all levels of the organization.