Basic Information

Ref number

Req_00067260

Last day to apply

15-Nov-2022

Primary Location

Home Office - Canada

Additional Locations

Home Office - United States

Description and Requirements

About the role

The Global Shared Services Center of Excellence (COE) provides program/project management delivery framework in support of the Global PMO’s project implementation of initiatives under the umbrella of the TELUS International Chief Operating Officer. The COE is responsible for establishing, maintaining, and rolling out leading practice program management methodology and integrated toolset to drive standardization, repeatable processes, and consistent behaviors across all program and project managers.

The COE fosters professional development providing training and mentoring to project managers and delivery primes, works closely with other TELUS International departments to ensure that processes and technology are aligned and leverages best practices in an environment of continuous improvement.

The COE Sr Manager will be responsible for leading the COE team and driving the team forward. The COE Sr. Manager may be engaged to help with complex and unique projects as required.


MAIN RESPONSIBILITIES:

Design, develop and manage the portfolio/program/project operating model and COE organization structure

Develop and drive portfolio/program/project management best practices and standards that will improve quality and efficiency and realize targeted business outcomes. It includes but is not limited to process improvements, standard templates and formal documentation.

Facilitate process improvement and design workshops as required with impacted stakeholders to design, analyze and optimize processes and lead the change management activities for a successful adoption

Responsible for the development and delivery of PMO roadmap

Defines and ensures the use of standard methodologies, processes, PPM tools reporting metrics (KPIs), and dashboards. Responsible to communicate to all applicable levels and roles of the organization the status of the portfolio

Tracks portfolio-related status, issues, risks, and dependencies - escalates/engages as appropriate to ensure resolution. Flag any major issues that need resolution and immediate attention or corrective actions. Ensure changes to the plans are agreed to and communicated to everyone concerned. Apply strong leadership skills to remove obstacles and resolve conflicts.

Tracks portfolio-related status, issues, risks, and dependencies - escalates/engages as appropriate to ensure resolution. Flag any major issues that need resolution and immediate attention or corrective actions. Ensure changes to the plans are agreed to and communicated to everyone concerned. Apply strong leadership skills to remove obstacles and resolve conflicts.

Manages the intake and project request function

Tracks, monitors and manages resource and capacity management conflicts and demands.

Maintain and extend strong positive relationships with stakeholders at all times. Ensure all interactions, both verbal and written, are professional and display appropriate courtesy.

Stay informed and up to date with process improvement and project management best practices.

REQUIREMENTS:

Solid understanding of globally recognized project management frameworks/methodologies

Strong knowledge of the BPO industry, great understanding of the services provided by TELUS International, what is required to deliver and what are the steps to enable them.

Know and effectively apply globally recognized business analysis frameworks / methodologies.

Strong understanding of process design and improvement methodologies

Proficient in process mapping techniques and tools

Know and effectively apply globally-recognized change management frameworks / methodologies

SCHEDULE FLEXIBILITY: Although the standard working hours revolve around North American working hours, given this is a global position flexibility to accommodate our specific geographies as required is expected.

SKILLS:

Demonstrated leadership for process harmonization across an organization and leadership levels

Experience implementing initiatives through effective influence management skills at multiple levels in the organization

Excellent verbal and written communication and presentation skills

Solid influencing, facilitation, and consultation skills to quickly develop relationships across the organization while contributing to a collaborative work environment.

Ability to work independently or collaboratively to determine and develop approaches to solutions with very little to no supervision or direction - driven to succeed

Planning and readiness for process improvement initiatives including: requirements identification, solution design, process and procedures documentation, change management to drive adoption of the new solution, monitor benefits delivered

Focus on continuous learning and development across multiple domains including business analysis, change management, project management, industry best practices and technology trends

Creative and innovative thinker with high standard of performance; ability to deal with ambiguity and complex issues and concepts

KNOWLEDGE:

Technically adept to work with various tools (ex. PM tools, Analytical tools, Excel/Spreadsheet formulas)

MS Office (MS Word, Powerpoint, Excel, Project, Visio) - Advanced

Google Suite (Slides, Docs, Drive, Hangouts, etc.)

MS Project familiarity

Must have extensive knowledge in project management, change management, and business requirements gathering

YEARS OF EXPERIENCE:

7+ years of experience in program, project, and portfolio management

5+ years with delivery methodologies and tools

2+ years in the BPO / call center industry is desirable

EDUCATION / STUDIES EXPERIENCE:

Bachelor’s degree in Management Information Systems, Business, or related field

Business analysis certification an asset

Change management certification desirable

Green Belt Six Sigma certification desirable

Project management certification is desirable

TELUS International Values:

TELUS International recognizes and embraces the importance of values in our ever-changing workplace.

To be successful, all applicants must demonstrate behaviors that are reflective of our values:

● We embrace change and initiate opportunity

● We have a passion for growth

● We believe in spirited teamwork

● We have the courage to innovate

At TELUS International, we are committed to diversity and equitable access to employment opportunities.

Additional Job Description

TELUS International (NYSE:TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With over 50,000 team members and locations across 30 countries in the Americas, Europe and Asia, TELUS International empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS International partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages. Learn more at: telusinternational.com



Required Language(s)
Angielski