Service Excellence Manager Ab/bc/sk - Edmonton, Canada - Finning Canada

Finning Canada

Verified Company

Edmonton, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

Company:
Finning Canada

Number of Openings:
1

Worker Type:
Permanent

Position Overview:
Reporting to the Director, Service Transformation, the Service Excellence Manager is focused on the standardization process for Service Execution.

The Service Excellence Manager is responsible for is the tactical execution of service, direction, and support to the operations team with-in the assigned territory to meet corporate objectives.

This role will partner and collaborate with Operational Leaders to lead and execute initiatives and strategies, support standardized processes, and conduct annual process reviews to ensure Finning (Canada)'s Service Departments remain agile; resulting in the maintenance and optimization of processes and standards to ensure efficiency across the Finning network.

This is a hybrid position that requires travelling to facilities to collaborate with facility leadership and front-line teams to effectively support standard service processes, capture process improvement feedback, and close gaps in service knowledge and process that assures Service Excellence and Customer Experience.

Job Description:

Identify inefficiencies within service operations processes and systems
Partner with facility leadership and business partners to define process, system, or control optimization requirements
Liaise and/or collaborate with business partners to create, optimize and implement continuous improvement activities
Develop tools and resources to support service operations in the execution of their commitments
Systems expert to translate process requirements for standardization and optimization
Provide Tier 4 support/specialization for systems and standards requirements
Knowledgeable in change management principles
Knowledge of Process Analysis and Design
Identify critical requirements/gaps in the service operations model, and develop/maintain standardized, documented, process and systems routines to support execution
Develop action plans and measure performance to align with Service Operations Support model and improve ranking of Service Excellence Performance (SEP) Program with CAT
Partner with Learning and Development on the creation and maintenance of our service operations onboarding and learning paths and development of supporting training documentation
Expert on all 5 process standardization levels

Qualifications:

Five years of operational experience; 3 years' experience managing projects
Post-Secondary education in business would be considered an asset
Project Management Experience is considered an asset
Advanced Microsoft office suite experience is required
Continuous Improvement Methodology Training is considered an asset
Expert knowledge in ERP systems
Excellent organizational, time management, and prioritization skills
Excellent written, verbal communication and interpersonal skills
Ability to lead using influence to achieve results
Ability to work independently and with others in a team environment to accomplish objectives
Experienced change management strategist
Excellent Customer Service Skills
Strong Networking Skills