Project Manager, Design and Delivery, Small Business, Temporary

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City : Toronto

Category : Administrative, Clerical

Industry : Telecommunications

Employer : Bell

Req Id: 195730 


Bell is a truly Canadian company with a 137 year track record 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.

An integral part of our customer service focus, includes contact centres across Canada supporting all of our Bell Mobility and Bell Residential Services customers. Our  Customer Operations team is responsible for strategy, design and delivery of core call centre tools and processes, including queue strategy, routing, and call monitoring tools.


This is a 12 month term position

Are you passionate about the customer experience and willing to do whatever it takes to make it better?
Are you an effective, confident communicator that knows the right questions to ask to get the job done?
Do you thrive in a fast paced environment and enjoy being part of exciting leading edge projects?

The role:
Reporting directly to the Senior Manager, Program Design and Delivery, the Design and Delivery Leader is accountable for the successful design, planning and implementation of programs and/or projects that help Bell deliver a best in class customer experience. The portfolio has a focus on initiatives that support the Small Business Market New Product Introduction and New Offer Introduction. The candidate will also be responsible for identifying and influencing opportunities to improve the customer experience, reduce costs, and achieve churn/revenue lift.

Working closely with a number of internal partners, including IT, the operations, SBM Product, Marketing, etc. the Project Design and Delivery Leader will be responsible for assessing customers’ and end users’ needs and experiences in order to design and deliver programs with speed and accuracy. The Project Design and Delivery Leader must be a highly motivated and professional individual with a passion for improving the overall Customer Experience and delivering initiatives to drive specific results.

If you have demonstrated experience planning and delivering cross-functional project teams on large and complex projects, this is a great opportunity to contribute to Bell’s strategic imperatives.

Key Responsibilities:

  • Effectively engage, lead and influence cross functional teams to deliver highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables.
  • Evaluate projects call center impacts and build assessment involving communication to planning teams and key stakeholders and data collection and analysis.
  • Engage and build strong relationships with project sponsors and stakeholders to incorporate their goals, and instill confidence to ensure alignment to and adoption of solutions.
  • Provide regular updates on project status, including risks and risk management approach to senior management.
  • Identification of new opportunities and related solutions to deliver benefits above committed project deliverables.
  • Process map critical processes to create CMO and FMO and redesign processes for optimal performance; monitor process performance for deviations to apply appropriate corrective action.
  • Create and manage project plans and related documentation in accordance with established project management methodology (Project Charter, Scope, WBS, Budget, Action Registers, etc.).
  • Create and / or partner with IT PM process mapping and targeted customer experience.

Experience / Core Competencies:

  • Experience designing and leading large scale projects of varying levels of complexity and scope, preferably within the Telecom or Technology space
  • Demonstrated ability to effectively lead project teams and stakeholders with varying desired outcomes, to achieve established project deliverables.
  • Business acumen in the area of small business market, and call centre management.
  • Strong financial and business acumen with the proven ability to support the development of business cases and financial forecasts.
  • Ability to work in a fast paced environment and manage multiple projects through effective prioritization.
  • Strong problem solving skills and demonstrated ability to be highly creative in formulating solutions.
  • Authentic, professional and confident communicator able to influence project teams and stakeholders through effective communication and presentation skills.
  • Bachelors Degree in Business or Marketing is an asset.
  • Project Management Designation/Certification is an asset.
  • MS suite including MS Project, and Visio expertise is an asset.




Bilingualism is an asset (English and French)


Additional Information:

Position Type: Management
Job Location: Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Montreal
Application Deadline: 05/07/2018

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, ON, Toronto

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