EEC Project Manager

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Overview:

Summary of Responsibilities:

Leads, implements and tracks departmental improvement (system, business process, etc.) projects impacting the Client Relationship Center (CRC) and W&SFG. Conducts quality testing throughout the implementation process and establishes a plan for ongoing quality assurance after implementation. Carefully considers long- and short-term impact of project implementation on the CRC and related areas of the organization. Coordinates multiple large-scale projects simultaneously. Serves as an effective team organizer and builder with many different associates from varying areas of the organization. Effectively develops and administers budgets and provides accurate cost/benefit analysis with projects. Works with minimal supervision and is responsible to make an established range of decisions, escalating to manager when necessary and updates manager on a regular basis.

Responsibilities:

Position Responsibilities:

• Leads multiple, large and highly complex implementation projects simultaneously to drive inefficiencies out of the business, expand capabilities of systems and/or infrastructure and streamline business processes where possible in order to realize process and cost improvements. Ensures compatible integration of processes and systems into the contact center environment from an operational perspective. Organizes and manages the work of those assigned to project.

• Organizes and tracks project completion and attainment of objectives by consistent use of the W&SFG Project Management philosophy including risk analysis, contingency plans and a complete financial analysis of cost/benefits.

• Prepares and delivers persuasive written and oral presentations that inspire action.

• Establishes and maintains effective and positive working relationships with internal associates at all levels and with external contacts, including matching the information provided to the level and function of associates.

• Works with Systems personnel to develop new programs to improve CRC process.

• Provides excellent customer service and searches for ways to increase customer satisfaction.

• Acquires and analyzes large datasets using spreadsheet and database tools.

• Leads change within W&SFG to realize process, production and cost improvements.

• Proactively pursues self-development and improvement in skill sets on a continual basis.

• Creates and troubleshoots reports, and analyzes data as needed.

• Performs other duties as assigned by manager.

Qualifications:

Selection Criteria:

• Proven expertise in managing innovative organizational improvement projects in technology, business operations or financial services environment.

• Possesses superior project management skills citing examples of developing, organizing, initiating and maintaining a mission critical project and successfully accomplishing set goals.

• Proven experience coordinating multiple projects/assignments simultaneously and completing assigned tasks accurately and on a timely basis. Must demonstrate a strong attention to detail with excellent organization skills. Must cite examples of organization and time management/methods used to manage or prioritize workload demands. Must demonstrate project management experience in planning, executing and maintaining a project from start to finish.

• Robust presentation skills with experience conveying information in a clear, focused and concise manner. Demonstrated use of strong listening and communication techniques and presentation software.

• Demonstrated experience maintaining a calm and professional demeanor when handling demanding situations.

• Proven experience with the inner-workings of a financial services contact center from a daily operations and support perspective.

• Proven ability to effectively interact and communicate with all levels of staff and management.

• Proven work experience directing others to initiate a recommended course of action to solve a problem or increase efficiency.

• Demonstrated experience leading and motivating teams including providing direction, coaching and effective feedback to team members.

• Established history of working independently. Experience must include identifying and resolving problems where independent decision-making and initiative were practiced.

• Proven experience and operational knowledge of predictive dialing systems and Automatic Call Distribution (ACD) call-routing applications.

• Must exhibit knowledge and illustrate examples of compiling, analyzing and proactively responding to reports and operation logs.

• Demonstrated experience effectively handling customers and providing excellent service.

• Must provide examples of adaptability and flexibility to adjust to multiple demands, shifting priorities and rapid change.

Educational Requirements:

• College degree or equivalent work experience.

Computer skills and knowledge of hardware & software required:

• Strong skills in word processing, spreadsheet, presentation software and database applications.

Certifications & licenses (i.e. Series 6 & 63, CPA, etc.):

• None required.

Position Demands:

• Extended hours where required to effectively complete project responsibilities or organizational commitments in a timely manner.

• Willingness to travel to evaluate external systems/processes and/or perform due diligence on potential vendor relationships.