Job Description

Support the service delivery or product team(s) in managing resources, projects and budgets to meet the goals of the business and clients. When required, develop and execute demand management processes, provide training and education on standard project management requirements and methods, facilitate project governance and reporting, and create models to improve business decisions. 

  • Will manage and lead a team of senior agents, focused on specialized project management activities.
  • They will be responsible for delivering high quality services across several key activities for their client.
  • The STL will represent the team in communications with the client and provide all levels of support when necessary, including being the main point of contact for any client escalations.
  • There will be strong elements of communication, process management, process improvement, and reporting involved.
  • They must motivate team members and assess performance.
  • They should provide help to management, including hiring and training, and keep management updated on team performance.
  • Additionally, they should communicate concerns and policies among management and team members.
  • What we re looking for A driven and results oriented Senior Team Lead with a minimum of 12 months demonstrable leadership experience.
  • Individual should have some project management experience with a focus on driving business value.
  • Key Responsibilities Lead the program project team through activities, meeting deadlines and ensuring quality.
  • Demonstrates speed, agility, critical thinking, and problem solving skills in their work and an ability to ramp up quickly
  • Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
  • Focuses, motivates, and inspires the team in a goal and results orientated way by driving optimum individual and team performance
  • Assists management with hiring processes and new team member training
  • Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
  • Communicates deadlines and goals to team members
  • Develops strategies to promote team member adherence to company regulations and performance goals
  • Works on developing, measuring, and documenting improved efficiencies
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  • Conducts team meetings to update members on best practices and continuing expectations
  • Delivers 1 1 conversation with Team members to address performance, work on development and any other item
  • Generates and shares comprehensive and detailed reports about team performance, mission related objectives, and deadlines
  • Interacts with Client answering enquiries and effectively handling Client s ad hoc tasks Develop program project plans, where required, through discussions with all relevant partners.
  • Proactively handle, supervise, and report on the execution of deliverables and status in an effective manner across stakeholders including leadership.
  • Own program project expectations, dependencies, assumptions, risks, and issues.
  • Build strong client and partner relationships and maintain effective communication channels to drive actions and deliverables.
  • Qualifications Skills and Qualifications 12 months of leadership experience
  • Strong people management skills Leadership, Delivering Feedback and Coaching
Strong Oral and Written Communication Skills
Motivational Skills Results Oriented Employee
Training Experience
Interviewing Skills
Self Motivated and Driven
Strong Relationship Building
Understanding in application of some project management principles
Experienced in project planning
Strong interpersonal and presentation skills with clients

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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