Senior Project Manager

Equitable Life of Canada; Southwestern Ontario; Hybrid; CAD 90,000 - 110,000; Full time

Job summary

A leading insurance firm is seeking a Senior Project Manager to lead the Client Care Centre Modernization initiative. This role involves overseeing project delivery aligned with strategic goals, managing interdependencies, and ensuring stakeholder engagement. The ideal candidate should have over 7 years of experience in IT or Contact Centre management, proficiency in project management methodologies, and excellent communication skills. The position offers a hybrid work environment with a focus on work-life balance.

Benefits

Healthy work-life balance

Onsite cafeteria

Employee wellness programs

Qualifications

• 7+ years of experience in IT/Contact Centre; 3+ years of project management experience.
• Certified Project Management Professional (PMP) or equivalent certification.
• Industry experience with understanding of insurance products and systems.

Responsibilities

• Lead and facilitate project planning for the Client Care Centre initiative.
• Collaborate with cross-functional teams on initiative implementation.
• Manage project budgets and identify risks with mitigation plans.

Skills

IT/Contact Centre experience

Project management methodologies

Strategic thinking

Negotiation skills

Excellent communication skills

Organizational skills

Education

Post-secondary technical or business diploma

Tools

Agile methodologies

Lean Methodologies

Job description

Overview

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact—for our clients, our communities, and each other.

Position Title: Senior Project Manager
Reports To: Simplification Program Vice President
Department: Impact
Term: Temporary Full-Time, Sixteen (16) Months Contract

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

The Opportunity: At Equitable, our focus is on making a meaningful impact in the lives of Canadians by putting clients at the heart of everything we do. We lead with empathy, act with intention, stay curious, and support one another every step of the way.

If you're looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged we’d love to connect.

We are seeking a dynamic Senior Project Manager to lead our Client Care Centre Modernization strategic initiative. You will drive enterprise-wide impact and manage multiple workstreams, while collaborating across teams to deliver meaningful outcomes.

In this role, you will lead end-to-end project delivery aligned with strategic goals, oversee planning, reporting, risk management, and stakeholder engagement and foster a collaborative, inclusive team culture. Streams of work may include process definition and optimization, technology enablement, proof-of-concepts, system integration and organizational change across business areas. Join us to shape the future of client care through simplification and innovation.

Join one of the Waterloo Area’s Top Employers for 2025 and Southwestern Ontario’s Top Employers for 2024 and be part of something that matters.

What you will be doing

• Lead and facilitate project planning and estimation of Client Care Centre initiative and the corresponding streams
• Collaborate with cross-functional teams to plan and implement initiatives consistent with business needs
• Work in a variety of methodologies including Agile, Waterfall, and hybrid
• Manage interdependencies between all value streams and prioritize initiatives based on business drivers and outcomes
• Oversees management of project budgets
• Identify risks and build mitigation plans at initiative and streams level
• Build and monitor change management and adoption plans in collaboration with business owners
• Tracks milestones and deliverables and provides management metrics and reporting
• Apply analytical thinking and problem solving to resolve project obstacles and manage efficiencies in delivery
• Drive resolution of risks and issues related to project milestones / goals and escalates to management as required
• Conducts project phase reviews and obtains all necessary sign offs
• Monitor the strategic business outcomes in collaboration with sponsors and business owners
• Adherence to project management framework through engagement of key stakeholders
• Champion implementation of improvements to existing processes, procedures, and tasks
• Manages the knowledge transfer from delivery team to support teams and ensure solutions are stable and supportable

Qualifications

• 7+ years of experience in IT/Contact Centre; 3+ years of technical/business project management
• Certified Project Management Professional (PMP), PRINCE 2 certification, or Certified Agile Project Manager an asset
• Post-secondary technical or business diploma and/or equivalent working experience
• Experience in Agile, Lean Methodologies is an asset
• Minimum of 1-3 years industry experience with good understanding of insurance products and systems
• Good relationship skills and ability to work effectively with people at all levels of the organization
• Ability to think strategically
• Strong negotiation and influencing skills
• Excellent communication and facilitation skills
• Project management and project planning experience – with understanding of current project management methodologies
• Strong understanding of process and process improvement methodology
• Superb organizational skills
• Experience in Conflict Management

Benefits

• A workplace where care, passion, and curiosity aren’t just values, they’re how we work, grow, and succeed together every day.
• A healthy work-life balance with employee wellness top of mind
• We value open, honest communication between team members, challenging each other to continually improve
• Employee resource groups that support an inclusive work environment
• An onsite, full-service cafeteria with a variety of daily options
• Regular EQ Together events focused on company togetherness and collaboration

As part of the recruitment process, candidates may be asked to complete an assessment and will be required to undergo background screening, in accordance with company policy.

This position is available due to an existing vacancy.

We are dedicated to inclusive and accessible hiring practices. If you require accommodations or alternative formats, please contact us at [e-mail].

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