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Project Manager, Process Automation
Don Mills, Ontario, Canada Req Id: 328131 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. Bell's forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property. Reporting directly to the Senior Manager, Program Design and Delivery, the ideal candidate for the Project Manager, Process Automation role is accountable for the successful design, planning and implementation of process automation programs and/or projects that help Bell deliver a best in class customer experience within customer operations. This individual will be responsible for managing the end-to-end design and delivery of process automations with cross-functional teams to improve customer experience and optimize operational efficiencies. Working closely with a number of internal partners, including IT, Operations, Marketing, etc. the applicant will be responsible for assessing customers' and agents' needs and experiences in order to design and deliver automation programs with speed and accuracy. The candidate must be capable of leading large stakeholder teams and engage various members of the greater customer operations team to improve the overall Customer Experience and deliver initiatives to drive specific results. It is imperative that the candidate is a strong communicator, persuasive, analytical and has the ability to think outside the box and drive new unique approaches. Key Responsibilities: *Lead, plan, organize and implement the design and delivery of projects involving back office and non back office process automations *Effectively engage, lead and influence cross-functional teams to deliver highest level of quality on all automation projects within committed timeline and scope, and meeting all project requirements and deliverables *Proactively monitor automation success rates and work with stakeholders to identify potential operational efficiencies/optimizations that will further increase automation success rates *Strategically design customer experience metrics and reporting to track success of automations *Govern the front door process for new automation requests, as well as champion the business case development for new automation opportunities *Prepare and present weekly status updates to Operations Director Critical Competencies: *Be highly self-motivated with proactive & creative approach to problem solving *Ability to engage, influence and motivate a variety of different project stakeholders *Authentic, professional and confident communicator. Able to influence project teams and stakeholders through effective communication and presentation skills to all levels of the organization on a daily basis *Ability to work in a fast paced environment and manage multiple priorities through effective prioritization while meeting timelines *At least 2-3 years of experience in a similar role/project management *Bachelor's Degree in Business or Project Management is an asset, Project Management Designation/Certification is an asset *High level of computer proficiency with Microsoft Office tools (Excel, Word, Powerpoint and Outlook) *Strong analytical skills in order to be able to interpret data to generate insights and actions Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec. Additional Information: Position Type: Management Job Status: Regular - Full Time Job Location: Don Mills || Canada : New Brunswick : Moncton || Canada : Nova Scotia : Halifax || Canada : Ontario : Don Mills || Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Montreal Application Deadline: 10/06/2021 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 **MEMBERS ONLY**SIGN UP NOW*** to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at **MEMBERS ONLY**SIGN UP NOW***. Created: Canada, ON, Don Mills Bell, one of Canada's Top 100 Employers. |
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