Requisition ID: 275556
Purpose
The Senior Manager, VoC Transformation Delivery is responsible for leading strategic initiatives that enhance how the Bank captures, understands, and acts on client feedback. The role acts as the business lead for assigned workstreams, bringing together cross-functional teams to plan, coordinate, and execute work from concept through implementation.
Is this role right for you? In this role you will:
• Lead the delivery of strategic modernization, client listening, and transformation initiatives from planning through implementation.
• Define work plans, milestones, dependencies, risks, and business deliverables required to achieve program objectives.
• Drive execution across multiple stakeholders, ensuring work remains on track and barriers to delivery are addressed proactively.
• Coordinate activities across business, technology, operations, vendor, and support teams.
• Lead initiatives that enhance the Voice of the Client program, including listening capabilities, feedback collection processes, governance, reporting, and insights activation.
• Facilitate working sessions, workshops, and decision-making forums to advance initiatives and resolve issues.
• Build strong partnerships across business and technology teams to drive alignment, progress, and delivery outcomes.
• Partner with business leaders across markets, segments, and functions to align enterprise client listening priorities and support adoption of leading practices.
• Partner closely with Technology Project Managers to ensure integrated delivery across business and technology workstreams.
• Identify interdependencies across workstreams and coordinate activities to mitigate risk and support successful delivery.
• Ensure business needs, operational readiness, and stakeholder requirements are incorporated into solution design and implementation.
• Support the implementation and ongoing evolution of Voice of the Client capabilities, ensuring platforms and processes enable meaningful business and client outcomes.
• Provide clear visibility into progress, issues, dependencies, risks, and key milestones.
• Escalate risks and challenges proactively while recommending solutions and mitigation strategies.
• Support business readiness activities required for successful implementation and adoption.
• Drive stakeholder engagement, communications, training, and change adoption activities as required.
Success Profile
The successful candidate is a highly organized, results-oriented leader who excels at bringing people together to solve problems and drive execution. They thrive in complex environments, can connect strategy to delivery, and ensure stakeholders remain aligned and accountable as initiatives move forward.
Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:
• 6-8+ years of experience in transformation, customer experience (CX), insights, research, business strategy, program delivery, or related disciplines
• Experience supporting or leading Voice of the Client (VoC), client listening, customer feedback, insights, or experience management initiatives is considered an asset
• Strong communication, stakeholder management, facilitation, and organizational skills, with the ability to balance strategic thinking and attention to detail
• Demonstrated ability to lead cross-functional initiatives, influence stakeholders, and drive results in complex, matrixed environments
• English required; Spanish considered an asset
Working Conditions
This role operates in a hybrid work environment and requires presence in the office 3-4 days per week
Location(s): Canada : Ontario : Toronto
