Senior Business Project Manager – Process Optimization (Call Centre Operations) for our Tier‑1 Commercial Banking Client

Senior Business Project Manager - Process Optimization (Call Centre Operations) for our Tier‑1 Commercial Banking Client

Duration: 12 Months

Location: Downtown Toronto (Hybrid, 2-3x/week)

Start Date: ASAP

Role Overview

Our Tier‑1 banking client is seeking a Senior Business Project Manager to support a high‑visibility process optimization and process re‑engineering initiative within the Call Centre / Contact Centre operations.

This role requires a seasoned Business PM who excels at navigating operational environments, engaging stakeholders who balance heavy BAU responsibilities, and driving alignment through a white‑glove, relationship‑first approach. You will partner closely with operations leaders, frontline teams, and a dedicated Technology PM, ensuring that business needs, process improvements, and change impacts are fully understood and properly implemented.

The successful candidate will bring strong business process mapping experience, exceptional communication skills, and a proven ability to drive adoption, influence without authority, and deliver outcomes in a fast‑paced and stakeholder‑heavy environment.

Key Responsibilities

Business Project Leadership

• Take ownership of an in‑flight process optimization initiative within call centre operations.
• Rapidly assess project status, understand dependencies, identify gaps, and stabilize delivery.
• Manage project planning, milestones, meeting facilitation, reporting, and cross‑functional coordination.
• Partner with a Technology PM to ensure business and technical streams remain aligned.

Process Optimization & Mapping

• Lead current‑state assessments of operational workflows, pain points, agent processes, and handoffs.
• Facilitate future‑state design workshops with business SMEs and operational leaders.
• Document high‑fidelity process maps, swimlanes, and journey flows to support optimization and automation opportunities.
• Prioritize opportunities based on business value, customer impact, and operational efficiency.

Stakeholder Engagement & “White Glove” Relationship Management

• Build trust with call centre leaders and staff who have competing operational priorities.
• Use a soft‑skills‑first, highly empathetic approach to gain buy‑in and move the initiative forward.
• Facilitate structured workshops, 1:1 conversations, feedback sessions, and leadership updates.
• Influence decisions across groups where direct authority may not exist.

Change Management & Adoption

• Lead the change planning required to prepare call centre teams for new processes and tools.
• Develop communication materials, training readiness, and adoption plans.
• Ensure frontline teams understand the “why,” the benefits, and the behavioral changes required.
• Monitor adoption health and remove barriers to successful implementation.

Governance, Reporting & Risk Management

• Maintain project plans, RAID logs, status reports, and stakeholder communication plans.
• Clearly articulate risks, impacts, and decision requirements to senior leadership.
• Ensure all project documentation meets internal governance, compliance, and audit expectations.

Must‑Have Qualifications

• 10+ years of Business Project Management experience within financial services, call centres, or large operational environments.
• Strong background in business process improvement, mapping, re‑engineering, or operational effectiveness.
• Experience leading change with frontline operational teams and managers.
• Exceptional stakeholder engagement, relationship management, and communication skills.
• Demonstrated ability to influence without authority and drive outcomes with “soft power.”
• Experience working in environments where stakeholders have heavy BAU constraints.
• Strong workshop facilitation skills; comfortable addressing resistance and gaining consensus.
• Ability to operate independently with minimal direction and hit the ground running.

Nice to Have

• Experience working in or with Call Centre / Contact Centre operations.
• Experience partnering with Technology PMs on joint business/technical initiatives.
• Process improvement certifications (Lean, Six Sigma, etc.).
• Familiarity with automation, workflow tools, or AI‑enhanced process initiatives.
• PMP or equivalent.