Job Description

Company Description

Make an impact at a global and dynamic investment organization

When you invest your career in CPP Investments, you join one of the most respected and fastest growing institutional investors in the world. With current assets under management valued in excess of $500 billion, CPP Investments is a professional investment management organization that globally invests the funds of the Canada Pension Plan (CPP) to help ensure long-term sustainability. The CPP Fund is projected to reach $3 trillion by 2050. CPP Investments invests in all major asset classes, including public equity, private equity, real estate, infrastructure and fixed-income instruments, and is headquartered in Toronto with offices in Hong Kong, London, Luxembourg, Mumbai, New York City, San Francisco, S\xc3\xa3o Paulo and Sydney.

CPP Investments attracts and selects high-calibre individuals from top-tier institutions around the globe. Join our team and look forward to:

• Diverse and inspiring colleagues and approachable leaders
• Stimulating work in a fast-paced, intellectually challenging environment
• Accelerated exposure and responsibility
• Global career development opportunities
• Being motivated every day by CPP Investments\xe2\x80\x99 important social purpose and unshakable principles
• A flexible/hybrid work environment combining in office collaboration and remote working
• A deeply rooted culture of Integrity, Partnership and High Performance

If you share a passion for performance, value a collegial and collaborative culture, and approach everything with the highest integrity, here\xe2\x80\x99s an opportunity for you to invest your career at CPP Investments.



Reporting to the Head of Technology and Data, the Managing Director, Global Techbar is a senior leadership role, accountable to develop and oversee CPP Investments\xe2\x80\x99 technology experience strategy and services. The Managing Director, Global Techbar will lead a team of highly passionate professionals all within the mandate to help CPP Investments\xe2\x80\x99 Colleagues get the most out of their technology by maintaining colleagues\xe2\x80\x99 trust, creating exceptional service experiences, delivering outstanding solutions.

Our Techbar is the first employee-facing experience for all employees to our T&D organization. The Techbar is CPP Investments destination for technology support in each of our locations, offering a fast paced and open environment, providing troubleshooting, IT/mobile support, and technology education to our diverse employee population. Our focus is providing a seamless digital experience, by solving problems and getting them back to work in a timely manner.

To bring our vision to life, MD, Global Techbar will be accountable for:

Defining Technology Experience Strategy Mature Develop CPP Investments\xe2\x80\x99 end-to-end technology experience strategy, working in collaboration with key stakeholders within technology and the various departments, with a solutions-oriented focus, identifying roadblocks and innovating new support strategies, reflecting a can-do attitude.

Excellent Customer Service: Ensure that the teams work in collaboration with all CPP Investments employees, consistently delivering a great end-to-end technology service experience by:

• Partnering with clients in addressing problems, co-collaborating across various teams to deliver solutions. Maintain an exceptional level of communication with clients from start to finish.
• Acting as a technology consultant to our clients, providing needs-based recommendations for their hardware and software buying decisions.
• Communicating with stakeholders in easy-to-understand terms and solutions
• Educating clients on the use of their technology as well as upcoming technology offerings. - Collaborates with teammates, sharing IT knowledge and experience and assisting in their growth as IT professionals
• Encouraging problem-solving, strategic thinking and customer-orientation amongst the team

Building Partnership: Building strong partnerships with technology teams and stakeholders to further strengthen the overall effectiveness and efficiency of Techbar.

Build a high performing global team: Build a team with right competencies and skillsets to deliver services that meet and strive to exceed business expectations.

Managing 24/7 Global Support: Manage a Service Desk capable of 24/7 support hours on a global level, leveraging support resource in other sites around the world with continuous improvement mindset demonstrate ability to improve efficiency, reduce wait times and implement automation.

Key Accountabilities:

• Ensure that the team works in collaboration to consistently deliver great end-to-end customer experience across all touchpoints in the employee technical journey
• Enabling two-way communications and feedback loops with employees by soliciting feedback to implement enhancements; guiding teams to ensure a customer-centric attitude in all interactions.
• Build and manage a team of highly passionate and customer centric professionals with deep domain expertise in technology and employee experience journeys
• Encourage problem-solving, strategic thinking and employee centric orientation amongst the team
• Measure and track delivery ROI on identified customer experiences, while leading continuous process improvements across employee Tech experience
• Design and implement, KPI\xe2\x80\x99s and track delivery ROI on identified transformation opportunities for enhanced experience along with driving a continuous process improvement culture
• Accountable for hardware asset lifecycle management and implementing appropriate workflows, standard operating procedures, controls and processes to provide the highest level of client support

Qualifications

• A proven track record to develop and implement strategic initiatives to meet organizational objectives
• Advanced problem-solving skills and ability to resolve highly complex business and technical problems.
• Innovative and strategic thinking to drive multiyear programs and initiatives
• Proven experience implementing a global service desk function and operationalizing a high level of repeatable service excellence
• Quickly understand organizational dynamics and management priorities, and to be able to work effectively in a fast paced, results driven company
• Collaborative individual who exemplifies our Guiding Principles of Integrity, Partnership and High Performance
• Demonstrated track record of successfully motivating and managing high performing professional teams
• Proven ability to foster effective working relationships with internal and external stakeholders and vendors.
• Ability to influence others and build consensus across technology, internal and external partners.
• Exceptional facilitation, negotiation, interpersonal, communication and collaboration skills.
• Proven problem solver with demonstrated ability to find opportunity in all situations.

Additional Information

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At CPP Investments, we are committed to diversity and equitable access to employment opportunities based on ability.

We thank all applicants for their interest but will only contact candidates selected to advance in the hiring process.

Our Commitment to Inclusion and Diversity:

In addition to being dedicated to building a workforce that reflects diverse talent, we are committed to fostering an inclusive and accessible experience. If you require an accommodation for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs.

Disclaimer:

CPP Investments does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web-site job postings. Any resume or other information received from a supplier not approved by CPP Investments to provide resumes to this posting or web-site will be considered unsolicited and will not be considered. CPP Investments will not pay any referral, placement or other fee for the supply of such unsolicited resumes or information.

Mandatory Vaccine Policy

All employees in the Toronto, Sydney and Hong Kong offices will be required to be vaccinated against COVID-19. Accommodations to this policy will be made for medical or other protected grounds. Please contact us to discuss any accommodation needs.

CPP Investments