IT Program Lead

CSI Tech is searching for a talented, energetic, senior level level IT Program Lead for an International Banking/Finance Company. This position will lead the Retail Services Customer Service Desktop Transformation and deliver against forward compatible business objectives.

Candidates can be based in either of these locations:

Gray, TN

Irving, TX

Boise, ID

Atlanta, GA

Elk Grove, IL

Salary: 200k-230k plus a 15%-20% bonus.

The position is responsible for transforming the experience for the agent and the customer. Reporting to the Head of Retail Services Reengineering and Business Optimization, this position will be responsible for the entire program including formulating strategy, collaborating with various internal teams and vendors on deployment, and ensuring the program delivers the capabilities and financial objectives established by the business. This leader will integrate reengineering approaches and methodology as an enabler to the successful execution of the organization’s business strategy.

The goal for the Desktop Transformation is to deliver a step change in operational efficiency and customer experience. The next generation architecture will provide a streamlined application reducing the number of complex legacy applications and move Retail Services into a cloud processing environment. These new features will decrease response times in the desktop, give more flexibility to roll-out products quickly and efficiently with a common set of platforms. The consolidation of multiple functions into one desktop environment will provide the “go to” common desktop and will provide a foundation to grow and sustain an overall world class service model. This desktop should provide our agents with a full 360 degree view of all channels and functions, and provide next best action for consistent customer treatment across cross-functional, cross-channel journeys. This effort will be managed as an agile program with multiple phases.

Roles/Responsibilities

• Drives business change through deployment of LEAN methods, process reengineering, and change management. Responsible for process design, rethinking how to leverage native and custom capabilities of the platform

• Develops strategy, planning, and problem solving solutions and interfaces across several channels acting as a visionary to proactively define direction for global and/or enterprise wide projects including integration and alignment with Next Gen Retail Services technology solutions

• Through collaboration with internal resource teams and external vendors, accountable for and manages all processes related to developing project work plans and project estimates, and determines necessary resource plans/resource allocation. Develops functional and non-functional requirements, migration plans, and execution roadmaps.

• Responsible for assessing delivery risks and resolving enterprise wide problems, along with the reporting to all stakeholders.

• Secures initiatives / project sponsorship from Senior Leadership, and facilitates resolution of differences between various sponsors and stakeholders over prioritization and timely execution of reengineering initiatives; effectively promotes the need for reengineering, and persuades Senior Leadership around agreement and support or required change.

• Manages large budgets and spend trajectory for assigned projects

Requires sophisticated analytical thought to resolve issues in a variety of complex situations by providing expertise and consultation to key stakeholders.

• Requires the ability to think beyond existing solutions, assumptions and current knowledge of operational and technology areas.

• Applies a broad and comprehensive understanding in multiple functional areas as well as underlying business principles.

• Partners with Operations leaders across Retail Services, Branded Cards, Retail Bank and Mortgage to execute common strategies and leverage best practices.

• Frequently involved with a variety of broad based and complex strategy or business operational issues requiring conceptual thinking; often requires development of new concepts and approaches to solve issues affecting business or a major segment of it.

• Maintains continuous awareness of business issues, trends, current technology innovations, and acts as a consultant to aid in the development of creative solutions for enterprise wide and global projects.

• Serve as liaison between Operations, Technology, and external vendors and consultants on cross-functional projects.

• Instills a continuous improvement mindset within and across all lines of business and corporate.

• Utilizes excellent communication skills to negotiate internally often at senior level, combined with external vendor communication.

• Evaluates subordinates’ performance and makes decisions on pay increases, hiring, terminations and other personnel actions.

Qualifications:

• Bachelor’s degree or equivalent experience
• Advanced level understanding of reengineering principles, process design and change management
• Proven proficiency in successfully implementing large scale projects and/or technology changes in a complex environment
• Customer-focused mindset and takes pride in creating an engaging and informative data-driven customer journey
• Creative and passionate, driven by a desire for innovation and creation of amazing client experience – smart risk taking – outside the box thinking
• Deals well with ambiguous/undefined problems; ability to think abstractly
• Proven experience with challenging the status quo, influencing stakeholders, and driving change
• Ability to adapt to a rapidly changing environment
• Understanding of and experience in a large customer facing operating environment is a plus.

Job Type: Full-time

Salary: $200,000.00 to $230,000.00 /year