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Sr. Director, PMO - Call Center Operations Delivery

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Silicon Valley BankSanta Clara, CA
  • When you work with the world's most innovative companies, you know you're making a difference.
  • Our clients are the game changers, leaders and investors who fuel the global innovation economy.
  • They're the businesses behind the next medical breakthroughs.
  • And the visionaries whose new technologies could transform the way people live and work.
  • They come to SVB for our expertise, deep network and 30+ years of experience in the industries we serve, and to partner with diverse teams of passionate, enterprising SVBers, dedicated to an inclusive approach to helping them grow and succeed at every stage of their business.
  • Join us at SVB and be part of bringing our clients' world-changing ideas to life.
  • At SVB, we have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities SVB serves.
  • We pride ourselves in having both a diverse client roster and an equally diverse and inclusive organization.
  • And we work diligently to encourage all with different ways of thinking, different ways of working, and especially those traditionally underrepresented in technology and financial services, to apply.
  • The Sr. Director, PMO - Call Center Operations Delivery role will be responsible for the successful delivery of technology initiatives supporting the SVB Operations Business Unit. In addition, this person will be responsible for overseeing and orchestrating the successful delivery of audit and compliance initiatives impacting the Commercial and Private Banking technology organization.
  • In this role you will work with both Business and Technology leaders to understand their operational strategies and technology requirements, and drive alignment of the portfolio of work and the involved teams.
  • As the Sr. Director, PMO - Call Center Operations Delivery , you will oversee the Delivery team comprising of Program and Project Managers and Scrum Masters to lead technology planning and delivery, capacity planning, release planning, and timely delivery of initiatives.
  • You will partner with the various Business Operations and Technology Infrastructure leaders to build portfolio delivery roadmaps and drive portfolio delivery to achieve key results.
  • We are on a journey towards a scaled agile delivery practices.
  • This position will play a key role in accelerating our journey within SVB and will report to the Head of Delivery, Commercial and Private Banking.
  • Lead the Portfolio Program Delivery team responsible for portfolio, program and project management of Operations and audit and compliance initiatives
  • Partner closely with Operations Business leaders to mature the delivery practices
  • Engage proactively with key stakeholders, steering committees, executive sponsors and leaders, enterprise and finance partners to review and address anticipated changes to portfolio details
  • Facilitate engagement with internal and external stakeholders, ensuring strategic alignment, clear understanding of program goals and desired outcomes
  • Help build portfolio management capabilities that affect all portfolios and impact project delivery for the Bank
  • Collaborate with key stakeholders to identify cross-enterprise programs that may need to be managed in the portfolio
  • Provide proactive strategic leadership to key stakeholders to drive prioritization, accountability, financial documentation, metrics tracking, and controls management of portfolio initiatives
  • Enforce the enterprise policy as relates to program delivery and related methodology, standards, processes, enterprise tools, rigor and discipline
  • Drive continuous improvement and on-going development of the Portfolio Program Delivery team based on the agreed upon operating model
  • Attract and mentor a highly performant team in an exciting, inclusive and collaborative environment
  • 8+ years of hands-on experience in program/project management and delivery
  • 5+ years of experience managing program managers, portfolio management or process management
  • Experience leading Call Center and Agent Servicing technology initiatives
  • Experience leading Agile transformations and changing both organizational mindset and practices to an Agile way of working
  • Strong understanding of project and portfolio management disciplines, governance processes, and executive reporting
  • Strong understanding of the software development lifecycle, including both traditional waterfall and Agile delivery
  • Experience with Financial Services firms spanning business and technology domains
  • Outstanding written and verbal skills
  • Preferred Education and Experience
  • Specific experience with Jira, Confluence and similar tools and methodologies.
  • An ideal candidate will also have technical leadership experience working with various technology stacks and coaching development teams
  • Certified Scrum Master (CSM)
  • Professional Scrum Master (PSM)
  • Building People Capability
  • Engages with employees to develop a clear perception of long-term capabilities/potential, and to provide balanced feedback/guiding principles
  • Gives practical support and guiding principles for growing capabilities, not just technical skills
  • Systematically develops employees through stretch assignments with specific competency development goals
  • Uses informal and structured approaches to career development to focus on individual improvement over time
  • Supports promotion of own people when talent is needed elsewhere and provides individuals with development opportunities
  • Collaborating and Influencing
  • Negotiates with a genuine give-and-take approach, where parties act as true peers and decisions are shared
  • Spends time identifying all stakeholders necessary and meets or connects with all of them, neglecting no one to shape a collective consensus
  • Identifies opportunities to build relationships that will help others achieve their objectives and reaches out to those people or new people
  • Identifies opportunities to build relationships that will help others achieve their objectives and reaches out to those people or new people Driving Results
  • Has a passion for achieving excellence in delivery, solving complex problems, and taking ownership
  • Acts to surpass goals, seizing opportunities to push the envelope
  • Sets continually higher goals that are ambitious but realistic for self and team, geared to organizational objectives
  • Focuses on new business opportunities that enable business development targets to be exceeded
  • Silicon Valley Bank is the most sought-after financial partner in the global innovation economy.
  • We bring together entrepreneurs, investors, ventures capitalists, and private equity firms to move their bold ideas forward, fast.
  • Our clients define what comes next.
  • In the past 35 years, we have accumulated more experience with start-ups and high-growth tech than any other company in the world.
  • In fact, a majority of the most compelling Fintech disruptors bank with us.
  • Our clients include: Beyond Meat, Shopify, HelloFresh, Cloudera, and Andreessen Horowitz, just to name a few.
  • We help our clients grow, too.
  • More than half of the innovation companies that completed an IPO in the last two years were our clients.
  • Our accomplishments serve as motivation to continue pushing ourselves, and we are committed to delivering user-centered, high-impact solutions to our clients.
  • We are looking for creative thinkers who want to challenge the status quo and create a truly seamless digital banking experience on a global scale.
  • For more than 35 years, SVB Financial Group (NASDAQ: SIVB) and its subsidiaries have helped innovative companies and their investors move bold ideas forward, fast.
  • SVB Financial Group's businesses, including Silicon Valley Bank, offer commercial and private banking, asset management, private wealth management, brokerage and investment services and funds management services to companies in the technology, life science and healthcare, private equity and venture capital, and premium wine industries.
  • Headquartered in Santa Clara, California, SVB Financial Group operates in centers of innovation around the world.
  • Learn more at
  • SVB Financial Group is an equal opportunity employer.
  • 2021 SVB Financial Group.
  • All rights reserved.
  • SVB, SVB FINANCIAL GROUP, SILICON VALLEY BANK, MAKE NEXT HAPPEN NOW and the chevron device are trademarks of SVB Financial Group, used under license.
  • Silicon Valley Bank is a member of the FDIC and the Federal Reserve System.
  • Silicon Valley Bank is the California bank subsidiary of SVB Financial Group (Nasdaq: SIVB).
  • Silicon Valley Bank is authorised and regulated by the California Department of Business Oversight and the United States Federal Reserve Bank; authorised by the Prudential Regulation Authority with number 577295; and subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority.
  • Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.
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