Manager, Service Operations - Toronto, Canada - Bell

Description

Req Id:

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we're revolutionizing how Canadians communicate.

If you're ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team.

The Field Services Operational Support team is seeking an innovative, creative and dynamic person to fill the role of Service Operations Support and Accommodations. The candidate should have excellent interpersonal skills, the ability to thrive in a fast paced, evolving environment, and a strong working knowledge of various Telecom technologies.

The selected candidate will direct a team of remote, unionized accommodated employees who are responsible to support multiple programs and teams. Work closely with the project support teams and employees to ensure customer commitments and program objectives are met. Maintain coaching logs for employee performance and training and promote recognition and a teamwork environment. The candidate will be accountable to identify accommodation placements, improve the accommodations processes in finding technician placements that are more permanent. The selected candidate will also manage and support ongoing and new projects to drive efficiencies and improvements for Field Operations.

Key Responsibilities

• Labour Relations Support and Onboarding of accommodated technicians
• Accountability to be proactive in identifying accommodation placements, improving Accommodations processes and experience and finding techs more permanent placements working closely with LR and Operations
• Work cooperatively with different Operations teams to meet project and customer's service commitments
• Accountable for a team of remote CEP technicians who work various shifts, including coaching and development
• Daily event management and team project support, including escalations
• Perform audits, provide constructive feedback, seek improvement opportunities
• Experience in project management with the ability to meet tight timelines, self-determination to drive results and communicate plans and results to various management and director levels.
• Responsible for representing Field Operations within project delivery teams. Tasks include, but are not limited to: documenting business and system requirements, developing training plans, communications, change management and supporting work back schedules

Critical Qualifications

• Customer Focus with the ability to work with customers and partners to determine their needs and requirements
• Candidate must be analytical and think critically to drive improvements.
• Strong communication skills. Candidate must possess the ability to speak plainly, as well as produce detailed written documentation.
• Proven analytical and problem solving ability with exceptional attention to detail
• Excellent leadership and a demonstrated ability to manage change and communicate effectively at all levels
• Strong Self Management capability to work with multi-disciplinary tasks and projects
• Flexible to work under pressure and meet deadlines, displays high sense of urgency
• Strong aptitude to recognize opportunities for improvement and take appropriate action

Preferred Qualifications

• Previous experience managing in Field Services.
• Experience managing staff in a unionized environment.
• Working knowledge of various networks and technologies (IPTV, DSL, Voice, Cable).
• Good working knowledge of Field Services.
• Previous project management and/or business analyst experience
• PC skills - Microsoft Office.

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Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Don Mills || Canada : Ontario : Ajax || Canada : Ontario : Guelph || Canada : Ontario : Hamilton || Canada : Ontario : Kitchener || Canada : Ontario : London || Canada : Ontario : Markham || Canada : Ontario : Milton || Canada : Ontario : Mississauga || Canada : Ontario : North York || Canada : Ontario : Ottawa || Canada : Ontario : Scarborough || Canada : Ontario : Toronto || Canada : Ontario : Waterloo
Work Arrangement: Hybrid
Application Deadline: 04/16/2024

For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

At Bell, we don't just accept difference - we celebrate it. We're committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at

Created: Canada, ON, Toronto

Bell, one of Canada's Top 100 Employers.