IT Project Manager – IV
Job Description
Description
Manulife is seeking a, Technical Program Manager to lead a global contact centre transformation initiative. This role is part of the Global Operations & Marketing Technology (GOMT) team and reports directly to the VP, Strategy and Transformation. The ideal candidate will bring deep experience in contact centre technologies and a strong understanding of AWS, Genesys, MS Teams, and GenAI as enablers of digital transformation.
Business Context
Manulife is undergoing a major digital transformation. This role will work cross-functionally across multiple business segments and strategic vendors to shape the technology landscape that enhances both customer and contact centre experiences.
Key Responsibilities
- Manage scope, timeline, and resources for technical outcomes within a global transformation program
- Coordinate technical sub-workstreams from initiation through implementation
- Interface between IT, Operations, and external vendors to define a delivery roadmap through 2026 and beyond
- Maintain and contribute to RAID logs
- Analyze risks and issues, recommend mitigation strategies, and support resolution efforts
- Executive Communication & Reporting
- Prepare and deliver workstream updates for executive stakeholders
- Communicate clearly and consistently across teams and leadership
- Process & Architecture Optimization
- Identify and recommend improvements in delivery processes and technical architecture
- Collaborate with technical leads to ensure documentation best practices and knowledge sharing
- Team & Resource Management
- Define technical resource needs and establish roles, expectations, and goals
- Capture lessons learned to inform future technical delivery strategies
Must-Have Skills
- P roven experience in contact centre technology program delivery
- Strong background in change management and executive communication
- High proficiency in MS PowerPoint and Excel
- Ability to simplify complex technical concepts for non-technical stakeholders
- Willingness to collaborate across global time zones, especially with t eams in Asia
Nice-to-Have Skills
- Proficiency in PowerBI, SharePoint, and other program management tools
- Experience integrating business and technology teams
- Familiarity with emerging contact centre technologies
- Experience working with globally distributed teams
Soft Skills
- Strong influencing and collaboration abilities
- Excellent multitasking and prioritization skills
- Detail-oriented with a proactive approach to administrative and reporting tasks
Education Requirements
- Post-secondary degree required; Master’s degree in Business, Engineering, Computer Science, or related field preferred
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Company
Compunnel, Inc.
Location
Toronto
Country
Canada
Salary
100.000
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