Director for BPO/Contact Center (Wealth Management)

at  CGI

CGI seeks a Director of Business Process Operations (BPO) with background in Wealth Management, who will have oversight and direction of the operations, strategic planning, and financial performance of the BPO organization.

.• Extensive experience in running operations and/or service delivery in a Director capacity or in a senior leadership/management position

• Demonstrated management skills in a BPO setting preferably with more than 10 years experience in the industry with background in Wealth Management (required)
• Experience working in a multi-geography delivery setting. Preferably with North American client management exposure
• Demonstrated strong ability to streamline processes; propose changes and think operationally and strategically to achieve business goals
• Experience in leading or co-leading transformation initiatives
• Strong understanding of BPO industry trends, best practices, and technologies
• Excellent communication, negotiation, and interpersonal skills
• Strategic thinking, problem-solving abilities, and decision-making skill

YOUR FUTURE DUTIES AND RESPONSIBILITIES

• Manage overall Business Process Operations for a specific client back-office
• Manage effective internal/external client relationships within a defined area of responsibility
• Responsible for fulfillment of contractual obligations/completion of deliverables within the assigned areas of responsibility
• Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost / benefit analysis
• Drive performance across all back-office teams to meet and exceed SLAs and KPIs
• Promote organic growth and expansion within the team
• Maintain and develop a strong relationship with clients and internal stakeholders
• Financial Management, including responsibility for the portfolio’s P&L performance
• Budget and expense management: Revenue monitoring and forecasting

REQUIRED QUALIFICATIONS TO BE SUCCESSFUL IN THIS ROLE

.• Extensive experience in running operations and/or service delivery in a Director capacity or in a senior leadership/management position

• Demonstrated management skills in a BPO setting preferably with more than 10 years experience in the industry with background in Wealth Management (required)
• Experience working in a multi-geography delivery setting. Preferably with North American client management exposure
• Demonstrated strong ability to streamline processes; propose changes and think operationally and strategically to achieve business goals
• Experience in leading or co-leading transformation initiatives
• Strong understanding of BPO industry trends, best practices, and technologies
• Excellent communication, negotiation, and interpersonal skills
• Strategic thinking, problem-solving abilities, and decision-making skills

This role is hybrid and requires you to work out of our downtown office - 2-3 days/week