Career Opportunities: Director, Business Transformation (55369)
Req ID 55369 - Posted 09/08/2014 - Posting Location (1) - Job Province / State (1) - Job City (2) - Marketing - 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.
Reporting to the Vice President Small Business Sales and Service within Bell Business Market, 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 of the Small Business Market.
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. You will draw upon your demonstrated experience to drive large strategic transformation change, as well as your ability to collaborate as you lead the creation of the 3-5 years business transformation for Small Business Sales and Service.
Duties/Accountabilities:
Business Transformation:
* Continue to evolve and implement the 3-5 year vision and strategy for transforming the customer and agent experience by leading and taking an active role in the deep diagnostics of existing systems, tools, processes and procedures in collaboration with IT and key stakeholders.
* Accountable for the end to end redesign, implementation and change management of all critical customer processes including on boarding, billing, technical support and account management for all Small Business channels (call centre, self serve, retail, and door to door).
* Collaborate with and influence Operations, IT, Marketing, Product Management, and Field to improve the customer and employee experience by assuming a leadership role in the creation and simplification of internal processes and systems.
* Evolve the Small Business self-serve strategies to improve digital products/services and ensure excellent user experiences at all digital touch points as well as deliver a flawless customer experience at reduced cost.
* Play a strategic role in various initiatives and decision making processes including strategic business planning, key financial/performance indicator management, and staffing plans.
* Lead and evolve the PMO into a best in class operation through optimized processes and systems capable of driving and supporting aggressive company business objectives and timelines, including establishing, forecasting, managing and achieving all Capex/Opex financial objectives.
* Engage and influence senior leaders and executives through all project phases to ensure alignment and adoption of deliverables.
Small Business NPI and Marketing Offer Management:
* Collaborate with NPI team to design an optimal customer and end user experience for all new product/service introductions to achieve desired end state, revenue growth, committed ROI and product/service quality; provide strategic insight and influence channel readiness, communications, and change management.
* Lead and influence implementation of Small Business marketing offers into all channels including channel readiness, communications, and change management in order to drive revenue, loyalty and new acquisitions.
Critical 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.
* Direct and coordinate resources to deliver enhancements to systems or business processes.
* Proven experience in developing user design and interaction design, mock-ups, prototypes, content, usability evaluations, and testing for initiatives with digital (self-serve) requirements.
* Demonstrated ability to maintain a high level of knowledge in Small Business 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. (MBA strongly preferred).
* Solid business acumen and knows how to quickly understand the organization’s key drivers to success and make appropriate decisions in required time frames
Preferred Competencies:
* Previous experience leading large transformation programs in a complex organization structure
* Experience working with outsourced call centres
* Consulting experience
BCE:WKP #Feature *LI-BB
Additional Information:
Position Type: Management
Position Level: CP4
Job Location: Canada : Quebec : Montreal
Canada : Quebec : Verdun
Application Deadline: 09/12/2014
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, Verdun
Req ID 55369 - Posted 09/08/2014 - Posting Location (1) - Job Province / State (1) - Job City (2) - Marketing - 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.
Reporting to the Vice President Small Business Sales and Service within Bell Business Market, 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 of the Small Business Market.
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. You will draw upon your demonstrated experience to drive large strategic transformation change, as well as your ability to collaborate as you lead the creation of the 3-5 years business transformation for Small Business Sales and Service.
Duties/Accountabilities:
Business Transformation:
* Continue to evolve and implement the 3-5 year vision and strategy for transforming the customer and agent experience by leading and taking an active role in the deep diagnostics of existing systems, tools, processes and procedures in collaboration with IT and key stakeholders.
* Accountable for the end to end redesign, implementation and change management of all critical customer processes including on boarding, billing, technical support and account management for all Small Business channels (call centre, self serve, retail, and door to door).
* Collaborate with and influence Operations, IT, Marketing, Product Management, and Field to improve the customer and employee experience by assuming a leadership role in the creation and simplification of internal processes and systems.
* Evolve the Small Business self-serve strategies to improve digital products/services and ensure excellent user experiences at all digital touch points as well as deliver a flawless customer experience at reduced cost.
* Play a strategic role in various initiatives and decision making processes including strategic business planning, key financial/performance indicator management, and staffing plans.
* Lead and evolve the PMO into a best in class operation through optimized processes and systems capable of driving and supporting aggressive company business objectives and timelines, including establishing, forecasting, managing and achieving all Capex/Opex financial objectives.
* Engage and influence senior leaders and executives through all project phases to ensure alignment and adoption of deliverables.
Small Business NPI and Marketing Offer Management:
* Collaborate with NPI team to design an optimal customer and end user experience for all new product/service introductions to achieve desired end state, revenue growth, committed ROI and product/service quality; provide strategic insight and influence channel readiness, communications, and change management.
* Lead and influence implementation of Small Business marketing offers into all channels including channel readiness, communications, and change management in order to drive revenue, loyalty and new acquisitions.
Critical 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.
* Direct and coordinate resources to deliver enhancements to systems or business processes.
* Proven experience in developing user design and interaction design, mock-ups, prototypes, content, usability evaluations, and testing for initiatives with digital (self-serve) requirements.
* Demonstrated ability to maintain a high level of knowledge in Small Business 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. (MBA strongly preferred).
* Solid business acumen and knows how to quickly understand the organization’s key drivers to success and make appropriate decisions in required time frames
Preferred Competencies:
* Previous experience leading large transformation programs in a complex organization structure
* Experience working with outsourced call centres
* Consulting experience
BCE:WKP #Feature *LI-BB
Additional Information:
Position Type: Management
Position Level: CP4
Job Location: Canada : Quebec : Montreal
Canada : Quebec : Verdun
Application Deadline: 09/12/2014
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, Verdun