Director for BPO/Contact Center (Wealth Management)

Position Description:

CGI seeks a Director of Business Process Operations (BPO) with background in Wealth Management, who will have oversight and direction of the operations, strategic planning, and financial performance of the BPO organization.

Your future duties and responsibilities:

• Manage overall Business Process Operations for a specific client back-office
• Manage effective internal/external client relationships within a defined area of responsibility
• Responsible for fulfillment of contractual obligations/completion of deliverables within the assigned areas of responsibility
• Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost / benefit analysis
• Drive performance across all back-office teams to meet and exceed SLAs and KPIs
• Promote organic growth and expansion within the team
• Maintain and develop a strong relationship with clients and internal stakeholders
• Financial Management, including responsibility for the portfolio’s P&L performance
• Budget and expense management: Revenue monitoring and forecasting

Required qualifications to be successful in this role:

.• Extensive experience in running operations and/or service delivery in a Director capacity or in a senior leadership/management position

• Demonstrated management skills in a BPO setting preferably with more than 10 years experience in the industry with background in Wealth Management (required)
• Experience working in a multi-geography delivery setting. Preferably with North American client management exposure
• Demonstrated strong ability to streamline processes; propose changes and think operationally and strategically to achieve business goals
• Experience in leading or co-leading transformation initiatives
• Strong understanding of BPO industry trends, best practices, and technologies
• Excellent communication, negotiation, and interpersonal skills
• Strategic thinking, problem-solving abilities, and decision-making skills

This role is hybrid and requires you to work out of our downtown office – 2-3 days/week

Skills:

• Financial Services

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Come join our team—one of the largest IT and business consulting services firms in the world.

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