Business Program Management

Description:

Job Description Summary: What you need to know about the role- The Global Financial Crimes and Customer Protection (GFC&CP) Customer Experience Strategy Team is responsible for supporting key initiatives that will drive and improve the entire customer experience, such as reducing risk action friction points, improving internal engagement and enabling our customer to support themselves where possible. The team plays a pivotal role in facilitating strategic discussions and provides detailed execution plans to enable our customer optimization goals. As Strategic Program Manager within the Customer Experience Strategy Team, the primacy of your role is to design, enable and execute customer optimization plans across GFC&CP. This position is responsible for cross-functional engagement across all our Enterprise Services Teams and will manage and report on the performance of specific projects. These initiatives will typically span multiple teams and geographical locations globally. This role supports Customer Experience Strategy Team Leadership in their efforts to oversee and drive optimization initiatives across the entire life cycle of Strategic Initiatives to optimally achieve enterprise goals and objectives.

Job Description:

Duties and Responsibilities:

Drives the coordinated management of large, complex projects over a finite period to ensure delivery of these commitments
Ensures the timely delivery of business requirements and the efficient use of resources.
Creates and maintains relationships with business and technology stakeholders to facilitate timely and accurate delivery, and identification of risks, issues and dependencies.
Project execution:
Manages project-level decomposition of work across multiple stakeholders and teams, working across organizational boundaries to define interdependencies and plans.
Develops detailed project plans, including setting targets for milestones, and adjusting schedules and targets on the project as needed.
Leads planning sessions, monitors and tracks progress, and conducts regular reviews at the project level, to demonstrate strong project management control. Manages changes using appropriate governance techniques.
Identifies and tracks risks, issues, and dependencies, seeking support where needed to resolve roadblocks and enable successful execution, leveraging lessons learned from prior experience.
Ensures projects meet or exceed performance targets through close collaboration with the accountable stakeholders, documenting the accurate status of the project or external projects that have dependencies.
Ensures successful completion of program exit criteria inclusive of individual lessons learned
Communicates and collaborates with stakeholders, to provide reporting, communications, and presentations on progress against project outcomes, and communicates timely and accurate status to appropriate levels and stakeholders.
Seeks support for decisions where needed when presented with multiple options for how to progress with a project.
Gains an understanding of new and changing regulation and the regulatory landscape within the region to effectively support discussions/decisions around prioritization and delivery challenges.
Facilitate and finalize deliverables and committed timelines with the accountable owners and supporting stakeholders to ensure performance targets are met
Demonstrates agility and is quick to refocus attention should strategic direction shift or change
Identifies project efficiencies and cross dependencies between multiple projects and present recommendations to Leadership to optimize these opportunities
Expected Behaviors:
Quickly builds trust and fosters relationships with stakeholders, and partners.
Ensures adherence to plans and expectations, holds teams and individuals accountable for milestones and deliverables, and escalates to leadership when needed.
Ensures appropriate stakeholders are identified and engaged and that plans adequately address the requirements, including accurately depicting the activities and timing related to processes, people, systems, and external events.
Follows established change management processes and ensures appropriate documentation is maintained to evidence completion.
Operates with integrity and the ability to handle projects of a sensitive and confidential nature.
Qualifications:
Theoretical and practical knowledge of project management processes, workflows, and terminology, including understanding of the Project Management Institute (PMI) framework.
Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment.
Ability to work across multiple lines of business managing large scale, complex project initiatives and various project elements simultaneously, with high attention to detail and accuracy, meeting deadlines despite competing priorities.
Possesses analytical, problem solving, and critical / creative thinking skills.
Excellent communication, interpersonal and negotiation skills, and ability to build and maintain relationships with peers and business support partners.
Strong verbal, written and presentation skills with presentation experience.
Ability to operate in ambiguous environments and navigate from current state to proposed solutions.
Proficient with Microsoft Office; knowledge of Clarizen is beneficial.