Career Opportunities: Director Business Performance (54869)
Req ID 54869 - Posted 08/04/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Planning & Analysis - Bell Campus
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.
Bell’s Small Business Sales & Service organization is actively seeking a Director – Business Performance. Reporting to the VP – Small Business Sales & Service, the incumbent will be the strategic planner for the department, and accountable for developing sales, service and operational strategies that will deliver a superior customer experience, while striking the appropriate balance with achieving key strategic goals. This is a strategic and high profile position requiring strong influencing capability, vision, critical thinking, high tolerance to ambiguity, and impeccable business acumen, as well as the ability to work in a demanding and rapidly changing environment.
If you are capable and comfortable with challenging the status quo while working effectively in a collaborative environment with all stakeholders and partners at all levels, we have an exciting and challenging position for you.
The Director will lead and support a number of key strategic functions including:
Strategic Planning:
* Accountable for the planning and execution of all phases of the annual strategic planning and analysis activities including long term strategic planning as well as annual operating and capital planning.
* Create and sustain a strategic partnership with Finance, IT and Marketing teams/executives to build budget allocation (Opex and Capex) to deliver strategic plan.
* Report on key performance indicators and explain variances at the executive level.
* Develop and deliver the department’s change management/communication plan throughout the planning cycle.
Business Performance, Sales Management:
* Accountable for providing deep insight on sales related performance indicators, to create and implement long-term solutions to improve and optimize sales performance within the sales channels (mass segment call centre, advanced segment business direct sales, and Gateways).
* Conduct detailed and extensive research and analysis on all procedures, processes, training, and behaviours related to agent sales performance (e.g. revenue, net activations and win back performance).
* Design and implement profitable sales bonus plans with strong governance processes by leveraging deep analytics on sales performance and market insights.
* Partner and collaborate with key partners to identify and resolve process and procedural variability as it relates to sales performance.
Business Performance Service Management/ Process Re-engineering:
* Develop and implement a business strategy for an integrated design, delivery and service model, allowing a cost structure reduction as well as a service improvement plan.
* Accountable for overall service performance including managing, analyzing, and improving costs and drivers of NPS, transfers, repeats, and call performance.
* Develop service delivery strategic business plan (define strategy, tactics, key initiatives, and measures).
* Create and drive data based process re-engineering initiatives to optimize operational processes and systems and achieve a sustainable cost structure.
* Perform proactive analysis on all process drivers and recommend optimal strategies and actions plans to augment agent performance and the customer experience.
Workforce, Financial & Vendor Management:
* Establish the proper financial structure to control costs and meet operating budget, including cost tracking by function.
* Manage approved budgets, identify pressures/opportunities and work with Finance team to produce MEE, YEE.
* Partner with operational leaders (internal and external) to ensure service levels are consistently met in a cost efficient manner.
* Manage vendor and partner relationships and associated contracts.
* Lead Business Performance team in delivering leading edge business intelligence, insightful consolidated financial and business performance reporting including creating centralized coordination and support for the department.
* Accountable for enhancing call routing and IVR performance and analytics to improve NPS, transfers, First Call Resolution, and repeats.
Learning & Development:
* Create and deploy a three year training and knowledge management vision and strategy for SMB by leading and taking an active role in the deep diagnostics of existing practices, systems, and tools, in collaboration with IT, vendors and key stakeholders.
* Lead the strategy to plan, develop and design leading edge initial and continuous training solutions to transfer knowledge and skills to internal and external agents and equip them to deliver the highest level of customer service, with increased speed and accuracy.
* Sourcing and deploy a single training and knowledge management strategy to replace multiple existing tools, systems, and processes.
* Actively engage in and influence decisions impacting customer and agent knowledge, and on-line content, with the end goal of optimizing new training solutions and ensuring the delivery of a positive and productive customer and employee experience.
* Develop key indicators to demonstrate the material benefits, return on investment, and impact of state of the art training tools and systems and demonstrated shift to self-serve through user friendly and relevant on-line content.
Skills/Qualifications:
* Proven track record in the successful management of a large operational 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.
* 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)
BCE:WKP #Feature *LI-BB
Additional Information:
Position Type: Management
Position Level: CP4
Job Location: Canada : Quebec : Verdun
Application Deadline: 08/15/2014
Please apply directly online to be considered for this role. Applications through email will not be accepted.
The masculine and feminine used in this job ad refer equally to employees of both sexes and in no way represent a particular distinction based on gender. Bell is an equal opportunity employer.
Created: Canada, Quebec, Verdun
Req ID 54869 - Posted 08/04/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Planning & Analysis - Bell Campus
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.
Bell’s Small Business Sales & Service organization is actively seeking a Director – Business Performance. Reporting to the VP – Small Business Sales & Service, the incumbent will be the strategic planner for the department, and accountable for developing sales, service and operational strategies that will deliver a superior customer experience, while striking the appropriate balance with achieving key strategic goals. This is a strategic and high profile position requiring strong influencing capability, vision, critical thinking, high tolerance to ambiguity, and impeccable business acumen, as well as the ability to work in a demanding and rapidly changing environment.
If you are capable and comfortable with challenging the status quo while working effectively in a collaborative environment with all stakeholders and partners at all levels, we have an exciting and challenging position for you.
The Director will lead and support a number of key strategic functions including:
Strategic Planning:
* Accountable for the planning and execution of all phases of the annual strategic planning and analysis activities including long term strategic planning as well as annual operating and capital planning.
* Create and sustain a strategic partnership with Finance, IT and Marketing teams/executives to build budget allocation (Opex and Capex) to deliver strategic plan.
* Report on key performance indicators and explain variances at the executive level.
* Develop and deliver the department’s change management/communication plan throughout the planning cycle.
Business Performance, Sales Management:
* Accountable for providing deep insight on sales related performance indicators, to create and implement long-term solutions to improve and optimize sales performance within the sales channels (mass segment call centre, advanced segment business direct sales, and Gateways).
* Conduct detailed and extensive research and analysis on all procedures, processes, training, and behaviours related to agent sales performance (e.g. revenue, net activations and win back performance).
* Design and implement profitable sales bonus plans with strong governance processes by leveraging deep analytics on sales performance and market insights.
* Partner and collaborate with key partners to identify and resolve process and procedural variability as it relates to sales performance.
Business Performance Service Management/ Process Re-engineering:
* Develop and implement a business strategy for an integrated design, delivery and service model, allowing a cost structure reduction as well as a service improvement plan.
* Accountable for overall service performance including managing, analyzing, and improving costs and drivers of NPS, transfers, repeats, and call performance.
* Develop service delivery strategic business plan (define strategy, tactics, key initiatives, and measures).
* Create and drive data based process re-engineering initiatives to optimize operational processes and systems and achieve a sustainable cost structure.
* Perform proactive analysis on all process drivers and recommend optimal strategies and actions plans to augment agent performance and the customer experience.
Workforce, Financial & Vendor Management:
* Establish the proper financial structure to control costs and meet operating budget, including cost tracking by function.
* Manage approved budgets, identify pressures/opportunities and work with Finance team to produce MEE, YEE.
* Partner with operational leaders (internal and external) to ensure service levels are consistently met in a cost efficient manner.
* Manage vendor and partner relationships and associated contracts.
* Lead Business Performance team in delivering leading edge business intelligence, insightful consolidated financial and business performance reporting including creating centralized coordination and support for the department.
* Accountable for enhancing call routing and IVR performance and analytics to improve NPS, transfers, First Call Resolution, and repeats.
Learning & Development:
* Create and deploy a three year training and knowledge management vision and strategy for SMB by leading and taking an active role in the deep diagnostics of existing practices, systems, and tools, in collaboration with IT, vendors and key stakeholders.
* Lead the strategy to plan, develop and design leading edge initial and continuous training solutions to transfer knowledge and skills to internal and external agents and equip them to deliver the highest level of customer service, with increased speed and accuracy.
* Sourcing and deploy a single training and knowledge management strategy to replace multiple existing tools, systems, and processes.
* Actively engage in and influence decisions impacting customer and agent knowledge, and on-line content, with the end goal of optimizing new training solutions and ensuring the delivery of a positive and productive customer and employee experience.
* Develop key indicators to demonstrate the material benefits, return on investment, and impact of state of the art training tools and systems and demonstrated shift to self-serve through user friendly and relevant on-line content.
Skills/Qualifications:
* Proven track record in the successful management of a large operational 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.
* 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)
BCE:WKP #Feature *LI-BB
Additional Information:
Position Type: Management
Position Level: CP4
Job Location: Canada : Quebec : Verdun
Application Deadline: 08/15/2014
Please apply directly online to be considered for this role. Applications through email will not be accepted.
The masculine and feminine used in this job ad refer equally to employees of both sexes and in no way represent a particular distinction based on gender. Bell is an equal opportunity employer.
Created: Canada, Quebec, Verdun