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Head of Contact Centre as a Service (CCaaS)

Company: TD Bank Group
Location: Melville
Posted on: April 10, 2021

Job Description:

305075BR
Technology Solutions
Statewide - Melville , NY April 5, 2021 Back to Search Results
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Company Overview About TD Bank, America's Most Convenient Bank-- TD Bank, America's Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth--, and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit www.tdbank.com. Find TD Bank on Facebook at www.facebook.com/TDBank and on Twitter at www.twitter.com/TDBank_US . TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol "TD". To learn more, visit www.td.com . Department Overview The Head of Contact Center as a Service (CCaaS) develops the overall strategic plan and direction for the evolution and execution of CCaaS. This role provides executive oversight for technology, change, and business design priorities and business objectives. This role also directs business development efforts to maximum performance and participate in the implementation of broad policies that affect the overall strategy of the business. Job Description Responsible to manage and execute on a $200MM CCaaS program, and will lead and own both the business and technology requirements
Defines the vision, roadmap and strategy for Program Delivery end-to-end
Ensures solution fulfills program objectives and requirements, and aligns with enterprise strategies, considers business process and organizational change impacts at minimal cost
Effectively identifies and manages stakeholder engagement and impacts across the enterprise
Establishes governance structures to ensure effective program delivery orchestration
Establishes and manages an end-to-end integrated plan including Program Management, Business, Technology, and vendor activities; Identifies and mitigates interdependencies with other projects
Manages Vendor delivery risk. Coordinate with Strategic Sourcing Group to appropriately select, engage and manage external service providers
Manages program-wide risks, issues, assumptions, constraints, dependencies, status reporting & change control. Manages quality through effective quality planning, assurance and control
Supports business sponsors in structuring and securing approval for project / program business cases and associated funding
Accountable for Strategies & Plans for: Resource Management, Requirements Management, Change Management, Business Testing & Quality Assurance and all control objectives met
Ensures accuracy and completeness of all project reporting: including Financials, Clarity data, quarterly Board reporting material and other inputs to EPMO reporting as required
Delivers projects on budget; effectively manages program financials. Identifies opportunities to reduce program expenses, align to departmental productivity initiatives
Adheres to risk and control frameworks. Ensure 100% of Medium or High-Risk Audits or self-assessments receive a satisfactory rating. Ensure no overdue audit findings
Supports the business sponsor in the completion of Closure documentation, Lessons Learned, and Post Implementation Reviews Requirements

  • Must be eligible for employment under regulatory standards applicable to the position. Hours 40 Inclusiveness At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach their potential.If you are a candidate with a disability and need an accommodation to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Keywords: TD Bank Group, New Haven , Head of Contact Centre as a Service (CCaaS), Accounting, Auditing , Melville, Connecticut

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