Senior Manager, Business Operations
City : Montreal, Quebec
Category : Customer Experience
Industry : Telecommunications
Employer : Bell
Req Id: 411455
At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.
If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.
Bell’s Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell’s network for our residential and business customers.
Within the Bell Canada Business Market Enterprise segment, the Senior Operations Manager has the overall accountability to support our customers and the integration of customized solutions (i.e. LAN / WAN / VoIP / Security / Wi-Fi). Our business model is highly customer-centric, with shared accountability between Service teams for managing customer issues. This seamless approach to customer service has been a key factor in achieving Industry-leading levels of customer satisfaction. Our business strategy going forward is to leverage this strong base of customer loyalty and our stream of new IP & Value Added Services. The Senior Operations Manager plays a key role and is an integral part of the end-to-end solution.
Key Responsibilities
The successful candidate will be accountable for the following:
- Provide leadership, coaching, and mentoring to a team in managing day-to-day operational requirements
- Monitor and analyze team performance results and develop action plans to address opportunities for improvement and career growth
- Conduct monthly/weekly team meetings and individual touch points to review team and individual performance to achieve team targets
- Provide Senior leadership and technical guidance on technical bridges supporting the internal teams and the customer objectives
- Set the expectations for reporting and communication in customer engagements
- Provide leadership role in proactive approaches to eliminate problematic trends
- Demonstrate interest in acquiring technical and commercial knowledge of one or more customers
- Provide communications to internal business groups and Executives
- Ability to work in a very fast paced, dynamic and constantly evolving environment
Critical Qualifications
- Business, Engineering university degree, or equivalent with 10+ years experience
- Minimum 10 years experiences in:
- Providing technical leadership and developing performance, capacity and scalable architectures
- Effective deployments of large / complex Information & Communication Technology (ICT) solutions
- Communicating effectively to technical and executive stakeholders
- In-depth knowledge of the telecommunications industry including the following areas:
- Data Centers
- Call Centers
- Managed Services (Voice & Data)
- LAN/WAN Technologies (Cisco, F5, Juniper, etc)
- Application support and analysis (E-mail, Client-Server applications, etc)
- Security Solutions (Firewall, IDS / IPS)
- VoIP (Cisco, Avaya)
- SDWAN
- Effective strategic and methodical problem solving capabilities
- ITIL certification or a solid understanding of the ITIL methodology
- Bilingual in English and French (Reading, writing, and speech)
- Excellent oral and written communications skills
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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 : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 06/06/2023
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 recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.
Created: Canada, QC, Montreal
Bell, one of Canada's Top 100 Employers.