IT Manager III - Contact Center Technology & Operations

IT Manager III - Contact Center Technology & Operations

Block 23

As IT Manager III, you will serve as a Subject Matter Expert (SME) in multiple functional areas/domains on system processes and data structures that support multiple technology disciplines. In this role you will manage teams and deliver complex projects in designated domain(s) or functional area(s) to maintain the security posture on time and on budget. Additionally, this role will collaborate with internal business & product partners to proactively address ongoing customer needs and ensure rapid resolution to open issues. In this role, you will foster a collaborative environment with focus on continuous improvement and delivery of working software. As IT Manager III you will also participate in strategic and tactical planning for the delivery of products and services as well as evaluating technology and setting standards. Working in this role, you will recommend improvements to established business processes while continuing to deliver high value in execution. You will create and deliver comprehensive project plans, remove any impediments, and track overall project performance to analyze the successful completion of business short-term and long-term goals.

This role requires strong project management skills, technical expertise in contact center technologies, and exceptional leadership abilities to guide cross-functional teams through the transformation process using Agile/Scrum practices. You are a forward-thinking individual committed to transforming our Contact Center operations to enhance phone & messaging platforms, IVR, call routing, AI/bots, client and associate-facing training and optimization the voice, chat, messaging and self-service/AI experience across lines of businesses in the bank.

• →Implement safety procedures and data recovery plans. Develop user manuals, as well as policies, procedures, and safety protocols.
• →Partner with IT Leadership in the creation of a plan for employee development, retention, resource planning, talent management, performance management, and achieve a diverse and engaged workforce as well as recruit, train, and evaluate staff members’ work.
• →Work with IT Leadership in the preparation and management of the annual budget, business cases, execution plans, operating plans for the team and resources required to achieve established program priorities.
• →Ensure adequate risk management and security processes/controls established and maintained in alignment with the risk appetite for the Bank, as well as applicable regulatory and enterprise risk management expectations.
• →Expert in Agile/Scrum best practices and principles & work closely with product owners, business analyst, engineering team ingesting backlog & promote agile ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• →Monitor project performance, track key metrics, risks and implement corrective actions as needed.
• →Align transformation efforts with banking regulations, ensuring all processes and systems meet compliance requirements.