Career Opportunities: Specialist- Business Performace Service Management (60413)
Req ID 60413 - Posted 12/01/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Administrative & Operations - Bell Corporate
Bell is a truly Canadian company with over 134 years 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.
Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
The Role
Are you passionate about the customer experience and willing to do whatever it takes to make it great?
Are you an effective, confident communicator that knows the right questions to ask to get the job done?
Do you thrive in a fast paced environment and enjoy being a key player in evolving the customer experience for small business customers through data and performance insights?
The Bell Small Business Sales and Service organization is at the forefront in providing a seamless customer experience to our customers. In order to evolve the customers’ experience to world class status, we are looking for an experienced leader to help create the 1-2 year customer experience roadmap based on deep and insightful analysis of large and complex data sets.
Reporting directly to the Senior Manager, Business Performance, you will be accountable to provide project leaders with insights, analytics, and financial governance support to deliver complex, high value programs and/or projects intended to enable the operations teams to deliver a best-in-class customer experience. Your background leading strategic programs will be leveraged to support the achievement of Bell’s Strategic Imperatives. If we have described you, we have room for you to grow within our team.
Key Responsibilities
* Provide quantitative analysis and insight into process/operational costs, and customer experience drivers. This analysis will be used to support program roadmaps, project delivery teams, and overall customer experience strategy.
* Responsible for overall service performance including managing, analyzing, and improving costs and drivers of NPS, transfers, repeats, and call performance.
* Develop and manage financial business cases and forecasts to prove the viability of new initiatives.
* Create compelling strategic presentations to support solutions and recommendations, as well as influence key stakeholders.
* Influence design, content, mock-ups, prototypes, usability evaluations and user testing for project deliverables through data analytics.
* Demonstrate strength and can build capability with peers in the following areas:
* Analytics - Analyze and evaluate customer-level data to provide enriched customer insights and identify opportunities for improvement.
* Process Redesign: Map and evaluate CMO to build optimal FMO and improve Key Performance Indicators.
* Diagnostics - Investigate key problem areas to focus efforts and corrective action.
* Analyze customer feedback to identify trends and opportunities.
* Market Research - Conduct recurring and ad-hoc market research to identify and prioritize enhancements.
* Benchmarking - Ensure that best-practices, trends, and competitive activity is continuously monitored to influence strategy and solutions for all initiatives.
Experience/Core Competencies
* B.A. in administration, engineering, finance, or quantitative discipline
* Minimum 2 years of experience in modeling and analytics role.
* Demonstrated application of a wide range of analytical techniques to solve a variety of business problems
* Deadline driven with excellent project and time management skills
* Flexible and able to tackle duties outside of their usual scope of work when called upon
* Strong leadership and consulting skills including the ability to help define a strategic vision and to motivate cross-functional team to achieve objectives.
* Highly analytical and understand the basic principles of working with large and complex data sets.
* Ability to leverage insights and opportunities from data and metrics to build strategies and make recommendations.
* Strong analytical skills with the proven ability to develop viable financial business cases and forecasts.
* Passion for uncovering business needs, identifying opportunities, and aligning efforts to ensure timely implementation.
* Experience in creating strategic presentations to key stakeholders to obtain approval for financial support.
* Ability to understand complex dynamics of working with multiple stakeholders with divergent interests.
* Proven conflict resolution skills.
* Fully proficient in MS Office suite as well as SAS and SQL.
* Bilingual, French and English (spoken and written)
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Quebec : Montreal
Application Deadline: 12/05/2014
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, Quebec, Montreal
Req ID 60413 - Posted 12/01/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Administrative & Operations - Bell Corporate
Bell is a truly Canadian company with over 134 years 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.
Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
The Role
Are you passionate about the customer experience and willing to do whatever it takes to make it great?
Are you an effective, confident communicator that knows the right questions to ask to get the job done?
Do you thrive in a fast paced environment and enjoy being a key player in evolving the customer experience for small business customers through data and performance insights?
The Bell Small Business Sales and Service organization is at the forefront in providing a seamless customer experience to our customers. In order to evolve the customers’ experience to world class status, we are looking for an experienced leader to help create the 1-2 year customer experience roadmap based on deep and insightful analysis of large and complex data sets.
Reporting directly to the Senior Manager, Business Performance, you will be accountable to provide project leaders with insights, analytics, and financial governance support to deliver complex, high value programs and/or projects intended to enable the operations teams to deliver a best-in-class customer experience. Your background leading strategic programs will be leveraged to support the achievement of Bell’s Strategic Imperatives. If we have described you, we have room for you to grow within our team.
Key Responsibilities
* Provide quantitative analysis and insight into process/operational costs, and customer experience drivers. This analysis will be used to support program roadmaps, project delivery teams, and overall customer experience strategy.
* Responsible for overall service performance including managing, analyzing, and improving costs and drivers of NPS, transfers, repeats, and call performance.
* Develop and manage financial business cases and forecasts to prove the viability of new initiatives.
* Create compelling strategic presentations to support solutions and recommendations, as well as influence key stakeholders.
* Influence design, content, mock-ups, prototypes, usability evaluations and user testing for project deliverables through data analytics.
* Demonstrate strength and can build capability with peers in the following areas:
* Analytics - Analyze and evaluate customer-level data to provide enriched customer insights and identify opportunities for improvement.
* Process Redesign: Map and evaluate CMO to build optimal FMO and improve Key Performance Indicators.
* Diagnostics - Investigate key problem areas to focus efforts and corrective action.
* Analyze customer feedback to identify trends and opportunities.
* Market Research - Conduct recurring and ad-hoc market research to identify and prioritize enhancements.
* Benchmarking - Ensure that best-practices, trends, and competitive activity is continuously monitored to influence strategy and solutions for all initiatives.
Experience/Core Competencies
* B.A. in administration, engineering, finance, or quantitative discipline
* Minimum 2 years of experience in modeling and analytics role.
* Demonstrated application of a wide range of analytical techniques to solve a variety of business problems
* Deadline driven with excellent project and time management skills
* Flexible and able to tackle duties outside of their usual scope of work when called upon
* Strong leadership and consulting skills including the ability to help define a strategic vision and to motivate cross-functional team to achieve objectives.
* Highly analytical and understand the basic principles of working with large and complex data sets.
* Ability to leverage insights and opportunities from data and metrics to build strategies and make recommendations.
* Strong analytical skills with the proven ability to develop viable financial business cases and forecasts.
* Passion for uncovering business needs, identifying opportunities, and aligning efforts to ensure timely implementation.
* Experience in creating strategic presentations to key stakeholders to obtain approval for financial support.
* Ability to understand complex dynamics of working with multiple stakeholders with divergent interests.
* Proven conflict resolution skills.
* Fully proficient in MS Office suite as well as SAS and SQL.
* Bilingual, French and English (spoken and written)
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Quebec : Montreal
Application Deadline: 12/05/2014
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, Quebec, Montreal