* Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge* Leads and provides change leadership by working closely with Partners to create and implement change management strategies and plans to promote employee engagement and increase employee adoption and usage while reducing resistance to change* Leads, identifies and implements change management activities to ensure successful implementation and roll out of new application to meet target objectives of the Canada Contact Centre Platform project* Provides direct support and coaching to all levels of employees as required and provides support for Senior Leaders to fulfill their roles as Change Sponsors through roll out and transition phases in the Canada Contact Centre* Supports the Canada Contact Centre project in the execution of general management and leadership functions* Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions * Pursues effective and efficient operations, while ensuring the adequacy, adherence to and effectiveness of day to day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under Operational Risk Management Framework, Refulatory Complaincr Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct* Builds a high performance environment and implements a strategy that attracts, retains, develops, and motivates by fostering an inclusive work environment, communicating vision/values/business strategy and manages succession and development planning