Bilingual Support Delivery Manager French/english - Canada - Dayforce

Dayforce

Verified Company

Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Dayforce is a renowned global human capital management (HCM) organization with headquarters in Toronto, Ontario, and Minneapolis, Minnesota, spanning operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our cutting-edge Cloud HCM platform offers a consolidated database solution and continuous calculation engine, enhancing efficiency, productivity, and compliance for the worldwide workforce.

Our commitment, encapsulated in our brand promise - Makes Work Life BetterTM, is a testament to our dedication to employees, customers, partners, and communities worldwide.

Location:
Work is defined by actions, not destinations. For this role, remote work is possible, and applications are welcome from anywhere in Canada.
Proficiency in French and English is a prerequisite.
About the position

The Support Delivery Manager (SDM) team plays a pivotal role in handling day-to-day escalations and change management associated with support team organizational adjustments and operations.

Collaboration with the Customer Relationship Executive team to oversee overall customer well-being is a key responsibility of the SDM.

The SDMs are tasked with promoting and elucidating model modifications, identifying avenues for reducing tickets through training, knowledge base utilization, and community engagement, managing account escalations, and capitalizing on revenue opportunities through Value Added Service offerings like On-Demand Services (ODS).

What you'll be involved in

Develop and implement internal projects related to customer support. Provide high-level reporting utilizing data to bolster project initiatives and objectives.
Collaborate closely with operational counterparts at Dayforce to effectively resolve support issues.
Engage Customer Success when necessary for projects beyond the scope of support.
Collaborate with customers on adopting support models and managing change management program outcomes.
Collect client feedback and collaborate with internal partners to enhance support practices and elevate overall Customer Experience.
Promote customer adoption of best practices, strategies for reducing tickets, and optimization of Dayforce solutions.
Alert key internal stakeholders in case of potential customer attrition.
Identify and track service trends, pinpoint root causes of delivery shortcomings, and offer actionable recommendations for rectification.
Enhance the client experience by proactively addressing service issues encountered by customers.
Advocate for Dayforce's brand, products, team, processes, performance, and value addition to clients proactively.
Coordinate with peers and partners to devise customized solutions showcasing the added value of their association with Dayforce.
Concentrate on client retention, preventing losses, and minimizing concessions.
Deliver presentations to internal and external executives on support performance.
Collaborate with the sales team for prospect meetings and service scope presentations.
Oversee support escalations until resolution/tracking is completed.

Skills and experience we appreciate

Bachelor's Degree in a relevant field and a minimum of 2 years of experience in Human Capital Management (HCM) in a customer-facing capacity or an equivalent blend of education and experience.
Knowledge of HCM software features and the prevailing competitive landscape.
Proficiency in both French and English languages.
Preferable experience in customer relationship management within the HCM domain.
Strong emotional intelligence and conflict resolution skills.
Highly self-motivated and team player.
Ability to work remotely in a professional manner.
Exceptionally organized and efficient with outstanding follow-through.
Inclination towards analytics and identifying process enhancement opportunities.
Comfort in navigating ambiguity and adept at switching focus effortlessly.
Proficient in managing risks across portfolios and in individual customer scenarios.
Proactive and resolute in formulating customer strategies and action plans.
Willingness and capability to negotiate and communicate with clients effectively.
Demonstrated ability to collaborate with other functional divisions/organizations to ensure a seamless customer experience.
Travel may be necessary.

LI-Remote

What you'll gain
Dayforce thrives on the diversity of our talented workforce. We are dedicated to endorsing and celebrating individuals from all walks of life and appreciating their uniqueness. We believe that our employees' happiness and well-being are paramount, fostering peace of mind and a sense of fulfillment.
Dayforce actively encourages personal and professional growth. We provide exceptional time-off programs, comprehensive wellness endeavors, and acknowledge our employees through competitive remuneration and benefits.

With a focus on community impact, including volunteer initiatives and our charity, Dayforce Cares, we present opportunities for you to flourish both in your professional and personal realms.

Our commitment extends beyond your job, aiming to support you in becoming the best version of yourself.
About the Salary Bands

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