Program Manager Business Solutions - VCS
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries.
As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.
Position Description :
This AVP role will be part of the Business Solutions and Integration team within the Virtual Client Solutions (VCS) and have project management and business requirements gathering responsibilities for the VCS (Contact Center Platform). The role will work as a strategic partner within all VCS business units and MS Wealth Management technology teams to define and implement key strategic deployments aligned to the transformation of the VCS (i.e. IVR Integration, client segmentation, client experience, client retention, campaign development, etc.). The AVP will be responsible for facilitating a number of key projects from user story documentation through go-live/deployment (Agile development cycle). The ideal candidate would have significant experience with of all aspects of Agile and be well versed in project management, business analysis and user story writing.
Assist with the delivery and maintenance of the VCS portfolio/program/project structure that aligns our contact center technology delivery with our organizational goals (IVR, QA, WFM, etc.)
Optimize business partner engagement to facilitate effective program controls and execution
Assist with the management of contact center technology delivery across all processes, developing process improvements and process strategy
Liaison closely with technology to manage key initiatives through implementation
Implementation of necessary PMO tactics to properly align initiatives with new platform direction including leveraging of agile PM components
Track/request business user stories and ensure all variances are acknowledged, approved and have been communicated to leadership where appropriate
Provide support on all transformation, remediation and risk mitigation activities
Maintain and continuously improve new technology enhancement identification process
Work to establish and apply standards for defining measurable business benefits for all projects, maintain classification of benefits and linkage to VCS business strategy, and track and communicate realization of said benefits Qualifications:
5+ years of experience implementing organizational transformation IVR solutions
Must be comfortable with working closely with various business organizations
PMP and Agile Certification a plus
Ability to take the lead on projects with minimal supervision or follow-up
Ability to balance competing priorities and business needs
Detail oriented, self-starter with proven written and verbal communication skills
Proficiency with Microsoft office suite, MS Project and Visio
Familiarity with NICE Engage and Workforce Management
Bachelor's Degree or Master's Degree preferred