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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.
Reporting directly to the Director for the Customer Experience Process and Project Delivery – Digital Account management, the senior manager is accountable for the successful planning and implementation of large programs that help Bell to deliver a best in class Customer experience Online and through our Customer support teams.
The Senior Manager is responsible to manage a team of Process and Project Delivery Leaders, whose goal is to help identify process improvement opportunities within any Account Management processes across all channels (Call Centers, Stores and Self Serve). As well, the Associate Director will be accountable for overseeing the management of the end to end delivery of cross functional projects and ongoing project communication. Finally, the candidate will need to keep learning for our direct (Telco) and indirect competitions and market trends to always make clear recommendation on our future investment based on Market trends, technologies and Customer Experience.
The individual must be at ease with analytics and executive stakeholders management. On a day to day basis, he will assess our customers’ needs and experiences, manage key stakeholders, influence partners, prioritize based on ROI, follow up trends in the markets in order to be able to deliver programs successfully. This individual needs to work with all business units including but not limited to IT, channel, marketing, product development and legal teams across the business.
Key Responsibilities:
Leadership:
- Build and maintain solid relationships with key stakeholders to spread Customer Experience thinking throughout the organization.
- Lead and mentor a team of Project & Process Delivery Leaders through the delivery of KFI-impacting projects/initiatives.
- Communicate and liaise with senior executive team regarding project status, risks, and issues.
- Engage stakeholders to ensure full awareness of projects and to incorporate their perspectives
- Identification of new opportunities to enhance the delivery and support of Bell services through creative solutions.
- Customer advocate and investigate / test existing channels to measure reliability and deliver continues improvements
Portfolio Management:
- Development, refinement, and delivery of 3 year roadmap with respect to the BRS Digital Experience (MyBell and MyBell Mobile) & Account Management portfolio – which includes participation in annual capital investment planning, deep dive analysis to target highest return opportunities that are aligned with the overall strategy
- The Digital Account management and process improvements portfolio consists of optimizing all customer processes to make it very easy for customers to manage all their products and services with Bell. As we optimize and simplify our processes, the measure of success rely on having customers using Self Serve (open 24/7, easy to use, avoid any surprise and get subs involved). This ranges from TV programming, Internet Rate Plan & Feature changes, Home phone and household process managements.
- Oversight of the delivery of large scale projects involving:
- Assessment of Key Future Indicators (e.g. AHT, Call Volume Reduction, etc) benefits
- Creation and management of project plans (i.e. milestones, key deliverables, risks, issues, etc.)
- Requirements Definition and Functional Solution Design
- Operational Readiness Preparation
- Execution of Change Management
- Measurement and analysis of project metrics for business case substantiation.
Qualifications:
- Scientific background (engineering, computer science, Mathematics BA) and MBA – a valuable asset.
- Highly motivated individual with a passion for improving the overall Customer Experience and delivery of the initiatives to drive results.
- The candidate must possess strong problem solving skills and have demonstrated the ability to be highly creative in formulating solutions.
- Ability to work in a fast paced environment and managing multiple projects through effective prioritization.
- Significant experience managing projects and change management initiatives.
- Highly analytic to be able to measure, implement and control process improvements and learn exponentially
- Effective communication and presentation skills.
- Strong financial acumen with the proven ability to develop business cases and financial forecasts.
- Demonstrated strong leadership skills
Education and Preferred Experience:
- 5 years experience in managing teams.
- 5 years+ of experience working with large scale projects; preferably with a large telecom, banking or technical company
- Minimum Bachelors Degree in Business or Engineering
- Project Management Education, Master / MBA an asset.
- Passion for Digital and Mobile a must
BCE:WKP #Feature *LI-SH
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto || Canada : Quebec : Dorval
Application Deadline: 03/06/2015
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, QC, Montreal