Description Strategy and Governance Group Lead Whippany, NJ As the Strategy and Governance Group Lead, you will lead on strategy within the Contact Centers to help the business improve performance and effectiveness, focusing on strategic planning, innovation, lean/automation and innovation. You will oversee the development and delivery of a 3-year roadmap including strategic planning exercises,with associated cost, FTE and location strategy plans. As a senior leader, you will lead the identification and delivery of efficiency savings by creating plans to reduce cost and leveraging process efficiency and robotics tools. What will you be doing? oAs a senior leader you will maintain a strategic view over a set of projects, providing the framework for implementing business initiatives, or large-scale change, by achieving a vision of the outcome of the project or program. oYou will be responsible for the defining of benefits and outcomes in a SMART way, covering financial impact to the P&L and impact to non-financial areas including regulatory, customer/employee satisfaction, and reputation. oYou will lead innovation and capability build outs for our contact centers, ensuring that we have a clear innovation agenda and roadmap and collaboration opportunities across Cards and Payments COO and the broader organization, on topics such as robotics and artificial intelligence technologies. oYour key stakeholders include operations directors, global workforce directors, the operational rigor team and more, and you will be a key point of contact for executive stakeholders. oA primary responsibility will be fielding challenging questions from executives across the bank and identifying the rightgroup to assist you in developing solutions to those questions with clear executive messaging. What we're looking for: oBachelor's degree or MBA o10 years of experience in a strategic business role or Chief of Staff role o10 years of experience delivering large, global programs o10 years of experiencing of managing complex relationships with executive stakeholders o10 years of experience working with cross functional teams Skills that will help you in the role: oExperience in the financial services industry is helpful oExperience in call center operations oExecutive messaging skills oExperience working across teams to develop complex solutions 90227436Salary Range: NAMinimum Qualification11 - 15 years
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