Manager Initiatives Support, USCC - Colleague Engagement

TD • Portland, ME

1d • $91,000 - $136,240 • Onsite

About The Position

The U.S. Contact Center is looking for a Manager Initiatives Support, USCC - Colleague Engagement to help strengthen how we recognize, develop, connect, and support our colleagues. This level 10 individual contributor role will own key colleague experience programs across recognition, development, colleague activities, senior-leader events, and performance-objective support. In this role, you will bring structure to important colleague moments, from quarterly and annual recognition routines to leadership development programs such as LiFT and PEAK. You will plan onsite and remote colleague activities, support offsite meetings and leadership forums, and partner with senior leaders and HR to make performance expectations clearer for USCC roles. The right candidate is highly organized, detail-oriented, collaborative, and comfortable influencing across teams without direct authority. This is a strong fit for someone who cares deeply about colleague experience, enjoys turning ideas into well-run programs, and can balance people-first thinking with disciplined execution, documentation, and follow-through. The Manager Strategic Initiatives Phone Channel identifies opportunities that evolve our service offering in support of the US Contact Centers and providing legendary customer experiences, while achieving business results.

Requirements

• 4 year degree or equivalent experience
• 7+ years of related experience
• Ability to navigate and leverage internal relationships and functional areas across the organizations, with a proven ability to get things done
• Strong written and verbal communication skills
• Proven ability to impact and influence results
• Proven / strong conceptual, analytical and problem solving ability
• Demonstrated business acumen in order to translate concepts and strategies into successful projects and day to day activities
• Excellent Presentation skills, with proven ability to manage by positive influence and work effectively with a number of Senior Stakeholders
• Demonstrated customer focus and understand of the delivery of superior customer experience by phone
• Demonstrated excellence as a consensus builder, a self-starter, team player

Nice To Haves

• Previous Phone Channel experience would be beneficial
• Strong Relationship Management capabilities and experience a desired asset
• Highly motivated individual with a proven track record of delivering result through ambiguity
• Able to deliver on multiple priorities and the requests of multiple executive stakeholders in a fast paced and very dynamic environment

Responsibilities

• Represents the Shared Services organization in leveraging organizational capabilities in support of business line strategic priorities
• Provides support in the proactive development of strategies that enhance an integrated customer and employee experience across our contact centers
• Works effectively with Digital Channels Strategic Initiative Manager to understand operation impact of Digital change and proactively manages the evolution/development of the Omni channel experience
• Works effectively with business to ensure needs are met, negotiates requirements and facilitate service delivery, also acts as SME or sponsor for key projects
• Provides value added insights garnered from best practices and programs implemented in other phone channel business that would assist in the achievement of business objectives while creating operational consistency
• Provides initiative/business support through project intake process
• Provides support in the identification and execution of strategies/tactics to optimize the efficiency of the operational environment to the benefit of shareholder, customer and employees
• Works effectively across businesses, product partners and support groups to connect all the different business and operational strategies together, making recommendations to enhance capabilities in the contact centers and shared services groups
• Works with various partners / peers across product and multi-channels to develop strategic recommendations, with an eye on short, medium and long term opportunities. Prioritizes accordingly based on the needs of the business.
• Builds relationships with Contact Center leadership to leverage experiences/expertise and identify opportunities to further enhance the customer experience, employee experience and shareholder value across contact centers
• Recommends, plans and supports execution of sound, cost-effective solutions that position the Phone Channel to improve primary drivers including CEI, Sales Revenue, Customer Commitment time, Calls per hour and Average Handle Time.
• Leads strategic initiatives on behalf of the North American Phone Channel, leveraging best practices to address opportunities
• Ensures comprehensive understanding of individual lines of business within the contact centers, as well as consolidated view across businesses to identify leverage strategic opportunities and tactics that enhance business performance
• Works closely with internal partners (Operations, Process Improvement, Initiative Support, Compliance and Finance) to ensure alignment with recommendations put forward
• Manages the inter-dependencies of multiple project activities in various phases of implementation, working closely with the PMO team, to ensure alignment with the business strategy and objectives

Benefits

• base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan)
• health and well-being benefits
• savings and retirement programs
• paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
• banking benefits and discounts
• career development
• reward and recognition

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree