Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private clients, commercial banking, treasury, and retail banking.

Introduction

Robertson is seeking a skilled Project Manager - Non-IT IV to join our client in support of an existing vacancy.

Contract Period: 9 months with potential to extend or convert

Pay Rate: Starting form $48 per hour

Location : Waterloo, ON

Location Type: Hybrid

Business Hours: Monday-Friday, 9:00 AM – 5:00 PM

Job Responsibilities:

- Lead daily coordination of multiple workstreams (technology, operations, communications, vendor delivery)
- Manage and track integrated program delivery plan, milestones, and dependencies
- Act as primary interface with vendor (Xodus), ensuring accountability and performance
- Facilitate execution governance including status reporting, risk/issue tracking, and escalation management
- Drive cross-functional alignment across internal stakeholders and vendor teams
- Oversee operational readiness activities including SOP development, training, and go-live planning
- Prepare executive-level updates, dashboards, and decision materials
- Monitor program risks and proactively implement mitigation strategies
- Support go/no-go readiness assessments and production launch execution
- Lead and coordinate multiple concurrent workstreams to ensure integrated and timely delivery, including:
- Discovery and requirements definition
- Customer and marketing communications
- System configuration and development
- Claims operations and assistance model design and implementation
- Production readiness and go-live execution
- Ensure all workstreams are aligned to a single integrated delivery plan, with clear milestones, dependencies, and outcomes
- Act as the primary day-to-day interface with Xodus, ensuring strong partnership and accountability
- Monitor vendor performance against agreed scope, deliverables, timelines, and milestones
- Proactively identify and escalate risks, delays, or performance gaps
- Translate contractual commitments (SOW) into clear execution plans and measurable deliverables
- Ensure effective coordination between vendor teams and internal stakeholders
- Establish and maintain robust program governance to support disciplined execution




- Develop and manage an integrated delivery plan across all workstreams
- Track and manage cross-functional dependencies and sequencing
- Maintain risk, issue, and decision logs, with clear ownership and escalation paths
- Drive a structured weekly execution cadence, including status reporting and milestone tracking
- Ensure transparency of delivery status, risks, and mitigation plans across stakeholders

Experience & Qualification Requirements:

- Bachelor’s degree in business required
- 9+ years of project/program management experience required
- Experience in insurance, claims, or financial services
- Background in vendor-led delivery environments
- Consulting experience (Big 4 or equivalent) is an asset
- Experience with claims operations setup, transformation, or outsourcing models
- Exposure to assistance/case management operations and customer communication platforms (telephony, digital, chatbot)
- Proven track record delivering complex, multi-workstream implementations involving external vendors
- Experience operating within vendor-led delivery models, including managing third-party accountability
- Demonstrated ability to lead cross-functional programs involving Operations and Technology
- Customer and communication functions
- Proven delivery of end-to-end program lifecycle, from discovery through to go-live and stabilization
- Industry experience in insurance, claims, or financial services operations is strongly preferred
- Strong execution focus, with ability to drive delivery outcomes (not purely PMO or reporting-focused)
- Experience leading operational build and implementation, in addition to technology delivery
- Deep capability in risk management, issue resolution, and escalation management
- Ability to manage complexity, ambiguity, and evolving priorities in a fast-paced environment
- Strong vendor management and negotiation capability
- Excellent communication and stakeholder management skills,



including executive-level reporting
- Ability to connect strategy to execution and ensure alignment across multiple delivery streams
- Experience supporting claims operations setup, transformation, or outsourcing models
- Exposure to assistance / case management operations
- Experience with customer communication channels, including telephony, digital, and chatbot solutions
- Background in consulting (e.g., Big 4 or equivalent) is considered an asset
- Experience supporting go-live readiness, production launches, and operational stabilization
- End-to-end program delivery management across multi-workstream initiatives
- Strong vendor management and experience working within vendor-led delivery models
- Program governance, including risk/issue management, dependency tracking, and executive reporting
- PMP
- Experience in insurance, claims, or financial services operations
- Knowledge of customer communication channels (telephony, digital, chatbot solutions)
- Consulting background (Big 4 or similar) or experience in large-scale transformation programs

How to Apply: If you are a motivated professional looking to contribute to a leading team, please submit your resume outlining your qualifications and experience relevant to this role. Robertson & the clients we represent, value diversity and are committed to creating an inclusive workplace. We invite all qualified individuals to apply. Background screening is required as part of the onboarding process. The type of screening required (criminal, credit, or other verifications) will vary based on the position and client requirements.

We use AI technology as part of our application review process to assist with screening and assessment. All applications are also reviewed by our recruitment team.

Robertson & the clients we represent are equal opportunity employers, committed to diversity and inclusion. Robertson is a certified diverse supplier and actively seeks to foster a representative and inclusive workforce. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal status, or any other legally protected factors.

We champion building a diverse and inclusive environment.

📌 Project Manager - Non-IT IV (Waterloo)
🏢 Robertson u0026 Company
📍 Waterloo