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Director of Design and Delivery
Bell Media
Toronto, , Canada
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Bell is a truly Canadian company with a 136 year track record of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
An integral part of our customer service focus, includes contact centres across Canada supporting all of our Bell Mobility and Bell Residential Services customers. Our Customer Operations team is responsible for strategy, design and delivery of core call centre tools and processes, including queue strategy, routing, and call monitoring tools.
Position Description:
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team. Our Customer Operations team is responsible for strategy, design and delivery of tools and processes to facilitate high performance in customer experience and revenue. Reporting to the Vice President, Design and Delivery within Customer Operations, you will be accountable for a broad portfolio of functions and programs. This is a great opportunity for a strategic, innovative, analytical, and results oriented individual to be at the forefront of shaping the customer and employee experience across all channels. The successful candidate will assume an influential senior leadership position in the team, and have the opportunity to work closely with and influence partners in Operations, IT, Field, Product, Marketing, Technology, Finance, and other related teams. The Director of Design & Delivery will oversee a team of ~20.
Job Duties/Accountabilities:
• Define and implement the 3-5 year vision and strategy for transforming the customer experience, uncovering new drivers of customer satisfaction and operational efficiencies
• Partner with IT and key stakeholders to ensure successful delivery
• Understand needs from customer operations (management and agents) & other business units (marketing, finance, field technicians)
• Identify improvements in existing systems, tools, processes and procedures to improve customer experience
• Project manage a portfolio of initiatives – both capital (through Bell’s IPC Gating process) and not capital (operational improvements)
• Analyze and develop strategies for how to improve agent tools
• Design requirements that satisfy user needs, and add value to the business
• Deliver solutions that drive business case benefits to support capital investment
• Maintain a pipeline of requests for analysis and insights, driven by demand for the expertise of the team and its operational focus
• Develop and mentor a strong and motivated team of project managers and analysts
• Engage and influence senior leaders and executives through all project phases to ensure alignment and adoption of deliverables
• Foster a culture of continuous learning and collaboration between the different teams, and with the teams that they interact with
Critical Qualifications/Competencies:
• Proven track record in the successful management of a large operational and capital budget and leading teams in a matrix environment.
• Exceptional analytical, problem solving, and critical thinking skills in order to see beyond the symptoms of a business issue, and apply data analytics to create solutions in a logical and effective manner.
• Superior interpersonal, listening and business relationship skills in order to cultivate and sustain strategic relationships within the organization and understand developing areas of need and opportunity.
• Proven track record in analyzing, synthesizing, interpreting and presenting financial and complex data to senior leaders and executives.
• Must possess strong project management skills and the ability to lead and inspire stakeholders and teams which will allow you to orchestrate long and short term strategic initiatives via cross functional teams with competing priorities.
• Proven leadership skills, influencing others with the ability to get things done; comfortable in complex, fast-paced, matrix environment
• Very strong communicator; able to deal with multiple levels in the organization, including team members, vendors, and adapt communication style as needed for the audience
• Direct and coordinate resources to deliver enhancements to systems or business processes.
• Demonstrated ability to maintain a high level of knowledge in customer service, sales, and marketing strategies, the competitive marketplace, regulatory climate and the changing technological environment
• Must demonstrate superior written and verbal communication skills.
• Degree in Business, Finance or Engineering and a minimum of 5 years of related experience.
• Solid business acumen and knows how to quickly understand the organization’s key drivers to success and make appropriate decisions in required time frames
Core Values:
• Customer Focus
• Passion
• Curiosity
• Challenge Status Quo
• Respect Differences
Working Conditions:
• Travel as required (approximately once a quarter)
• Off normal hours (evening and weekends) at times
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto || Canada : Quebec : Montreal
Application Deadline: 2017-03-01
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, ON, Toronto