Project Manager, ATB Client Care

at  ATB Financial

At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It’s a real commitment we live every day through our values (what we call the ATB ID).
Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada’s top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:
Impact in action: No matter where you are in the organization, you’re empowered to make an impact in the lives of our clients and communities.
Thrive together: We want you—the unique, authentic you—to feel safe and celebrated at work. We’re on a continuous journey to build the most flexible and inclusive programs.
Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.
About the role
At ATB, we exist to make it possible. We engage with intense curiosity, deep expertise and a genuine obsession for our clients to make their goals possible. Core to delivering on our differentiated client experience is our Client Care Centre that operates 24 hours a day, 363 days a year, locally in Calgary, and handles over 1.2 million client connections annually. With a dedicated team of over 250 knowledgeable professionals, we’re more than just a bank—we’re a trusted partner on our client’s financial journey.
We are hungry to make changes as we evolve Client Care and need a partner who can harness our passion into thoughtful and well crafted projects and outcomes. Are you a highly organized and results-driven individual with a passion for continuous improvement and a talent for bringing strategic priorities to life? Do you have a passion for creating exceptional experiences for both clients and the team members who support them? Do you thrive in a fast paced, data driven environment where operational excellence are the keys to your success?
As ATB’s next Project Manager on the Client Care team, you are passionate about the client experience, our business goals, and are focused on how we execute our strategic priorities. You will be challenged to find ways of creating efficiency, consistency and capacity within our team. You will work closely with the Client Care team to design, develop and execute projects focused on achieving Client Care’s objectives. You will have line of sight into all of the work in progress, and will play a key role in planning to support the leadership team.
Accountabilities

In this role, you will:

• Be a strong voice in Client Care and across ATB; helping to bring the Client Care strategy to reality.
• Execute on programs that drive: world class client experiences, client acquisition and retention, operational efficiency, and adoption of ATB’s digital assets.
• Work collaboratively with the senior leadership team to support overall vision and strategy, and win as a team.
• Design and implement a system for the intake, prioritization, and execution of continuous improvement projects, helping Client Care innovate and enhance its operations over time.
• Establish and refine project management processes and best practices for the team. Ensure alignment with organizational standards, and implement scalable methodologies to manage projects effectively, from intake to implementation.
• Collaborate with stakeholders to define project scope, objectives, and deliverables.
• Translate stakeholder needs and advise on possible solutions.
• Facilitate, validate, and document the project approach, involving relevant stakeholders to develop accurate resource estimates and well-structured plans for execution.
• Schedule and facilitate project meetings with the project team.
• Execute and ensure the project’s progression aligns with objectives, making necessary adjustments and managing escalations to ensure successful delivery.
• Proactively anticipate and manage potential risks and challenges throughout all phases of the project lifecycle.
• Assess and maintain consistent monitoring over progress to deliverables, schedules, and KPIs.
• Provide regular updates to senior leadership on project status, key achievements, risks and outcomes.
• Seek and provide feedback from and to appropriate stakeholders to ensure successful project implementation.
• Ensure all project documentation is updated and maintained to include project plans, risk and issue logs, change control documents and any other information required.
• Coach colleagues in project management practices and tools, building a high-performing team capable of independently managing projects. Provide guidance and support to team members, promoting a culture of accountability and continuous learning.
• Act as a change management champion and have deep change management knowledge and skills.
• Establish and sustain strong, positive relationships with stakeholders, maintaining open lines of communication and addressing concerns as they arise.
• Foster effective communication within teams and across departments, ensuring all project stakeholders remain informed and engaged.
• Present to senior level executives with confidence.

Skills, experience & requirements

We are looking for:

• 5+ years experience leading complex business and change projects, sometimes involving technology, with proven delivery of projects on time and within budget.
• Proficiency in project management methodologies, project planning tools and techniques, with evidence of practical application.
• Proven track record of delivering results, and driving organizational change.
• Strong business fundamentals in root cause analysis, SWOT analysis, business analysis, risk analysis, issues management, metrics reporting and problem solving.
• Understanding of effective organizational change management and the correlation to project success.
• Detail-oriented mindset coupled with effective prioritization and organizational abilities.
• 5+ years of experience working in cross-functional teams in a variety of project delivery methodologies.
• 1+ years formal or informal leadership experience.
• Demonstrated ability to lead, collaborate, and thrive in a team environment.
• Strong leadership acumen, with the ability to motivate teams and drive project success.
• Exceptional interpersonal skills - capable of engaging, collaborating, negotiating and influencing with stakeholders at all levels (and without direct authority).
• Excellent written and verbal communication skills, with the ability to communicate at the Executive level within an organization.
• Understands the technical landscape and has an ability to communicate simply and can translate technical concepts into business value.
• Experience with Smartsheet, Miro, Trello, Jira and Google Workspace. Experience with Genesys and/or other Contact Centre platforms is an asset.
• Experience in contact centre operations and/or banking is an asset.
• Experience with business process mapping and ARIS is an asset.
• Experience in participating in vendor selection and RFP processes is an asset.

Accreditation:

• Bachelors in business administration, finance, management or related field
• Certification in at least one industry accepted project management standard (e.g. CAPM, CPM, CompTIA+, PMP, etc.) is desired.
• Lean Six Sigma or other continuous improvement certifications are a plus.

Don’t meet all the requirements on the list?
A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role—but you might not check all the boxes—we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.
We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed—their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business.
What happens next?
If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at talentteam@atb.com
Stay in touch
We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to

• Be a strong voice in Client Care and across ATB; helping to bring the Client Care strategy to reality.
• Execute on programs that drive: world class client experiences, client acquisition and retention, operational efficiency, and adoption of ATB’s digital assets.
• Work collaboratively with the senior leadership team to support overall vision and strategy, and win as a team.
• Design and implement a system for the intake, prioritization, and execution of continuous improvement projects, helping Client Care innovate and enhance its operations over time.
• Establish and refine project management processes and best practices for the team. Ensure alignment with organizational standards, and implement scalable methodologies to manage projects effectively, from intake to implementation.
• Collaborate with stakeholders to define project scope, objectives, and deliverables.
• Translate stakeholder needs and advise on possible solutions.
• Facilitate, validate, and document the project approach, involving relevant stakeholders to develop accurate resource estimates and well-structured plans for execution.
• Schedule and facilitate project meetings with the project team.
• Execute and ensure the project’s progression aligns with objectives, making necessary adjustments and managing escalations to ensure successful delivery.
• Proactively anticipate and manage potential risks and challenges throughout all phases of the project lifecycle.
• Assess and maintain consistent monitoring over progress to deliverables, schedules, and KPIs.
• Provide regular updates to senior leadership on project status, key achievements, risks and outcomes.
• Seek and provide feedback from and to appropriate stakeholders to ensure successful project implementation.
• Ensure all project documentation is updated and maintained to include project plans, risk and issue logs, change control documents and any other information required.
• Coach colleagues in project management practices and tools, building a high-performing team capable of independently managing projects. Provide guidance and support to team members, promoting a culture of accountability and continuous learning.
• Act as a change management champion and have deep change management knowledge and skills.
• Establish and sustain strong, positive relationships with stakeholders, maintaining open lines of communication and addressing concerns as they arise.
• Foster effective communication within teams and across departments, ensuring all project stakeholders remain informed and engaged.
• Present to senior level executives with confidence