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IT Project Manager - IV

  • Ontario, Toronto

  • 08/25/2025

  • Contract

  • Active

Job Description:

  • About the Role
    Manulife is seeking a, Technical Program Manager to lead a global contact centre transformation initiative. This role is part of the Global Operations & Marketing Technology (GOMT) team and reports directly to the VP, Strategy and Transformation. The ideal candidate will bring deep experience in contact centre technologies and a strong understanding of AWS, Genesys, MS Teams, and GenAI as enablers of digital transformation.

     Business Context
    Manulife is undergoing a major digital transformation. This role will work cross-functionally across multiple business segments and strategic vendors to shape the technology landscape that enhances both customer and contact centre experiences.

     Key Responsibilities
    1. Program Leadership
    2. Manage scope, timeline, and resources for technical outcomes within a global transformation program
    3. Coordinate technical sub-workstreams from initiation through implementation
    4. Interface between IT, Operations, and external vendors to define a delivery roadmap through 2026 and beyond
    5. Risk & Issue Management
    6. Maintain and contribute to RAID logs
    7. Analyze risks and issues, recommend mitigation strategies, and support resolution efforts
    8. Executive Communication & Reporting
    9. Prepare and deliver workstream updates for executive stakeholders
    10. Communicate clearly and consistently across teams and leadership
    11. Process & Architecture Optimization
    12. Identify and recommend improvements in delivery processes and technical architecture
    13. Collaborate with technical leads to ensure documentation best practices and knowledge sharing
    14. Team & Resource Management
    15. Define technical resource needs and establish roles, expectations, and goals
    16. Capture lessons learned to inform future technical delivery strategies

    Must-Have Skills
    1. Proven experience in contact centre technology program delivery
    2. Strong background in change management and executive communication
    3. High proficiency in MS PowerPoint and Excel
    4. Ability to simplify complex technical concepts for non-technical stakeholders
    5. Willingness to collaborate across global time zones, especially with teams in Asia

    Nice-to-Have Skills
    1. Proficiency in PowerBI, SharePoint, and other program management tools
    2. Experience integrating business and technology teams
    3. Familiarity with emerging contact centre technologies
    4. Experience working with globally distributed teams

    Soft Skills
    1. Strong influencing and collaboration abilities
    2. Excellent multitasking and prioritization skills
    3. Detail-oriented with a proactive approach to administrative and reporting tasks

    Education Requirements
    1. Post-secondary degree required; Master’s degree in Business, Engineering, Computer Science, or related field preferred

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