Customer Care Operations Consultant

Description:

Reporting to the Director, Customer Care Shared Services, you will be empowered to:

• Evolve current project management strategies to ensure successful implementation of Customer Care projects and initiatives for all business areas; establish and evaluate project success measures to ensure employee adoption of new business practices into Customer Care

• Collaborate with Customer Care Management teams and Subject Matter Experts to perform analysis and requirements gathering to ensure Customer Care business needs are represented

• Collaborate with stakeholders/partners to anticipate the operational impacts of new initiatives and identify operational readiness needs; enable the execution of required communication, training and change management to ensure smooth handover; lead and manage operational readiness activities for internal and external project launches (e.g., new products, technology launches, process improvements)

• Document and maintain Customer Care project artifacts, monitor project performance, prepare, and present regular project updates to Sr. Leadership Team

• Identify high risk and potential integrity issues related to Customer Care operations and develop actionable recommendations to mitigate/resolve these issues

• Support business operations by developing plans to coordinate resources from other teams within the organization to be able to execute operational activities and process improvements

• Apply business knowledge and subject matter expertise to support and implement continuous improvement and business optimization opportunities

• Coordinate Customer Care Business Continuity Plans to ensure accuracy and consistency across Customer Care

• Be a key resource for the Customer Care team to support project and operational related activities

WHAT YOU NEED TO PLAY

Work Experience: 5+ years of relevant experience; Experience in a public sector/regulatory environment is an asset

Education: Post-secondary degree/diploma in Business Administration, Operations, Management, Communications, or equivalent; Knowledge of OLG’s products, services, lines of business, and governing standards is preferred

Critical Skills: Proficiency in Microsoft applications (Word, Excel, PowerPoint, Visio); Strong written and verbal communication skills; Highly organized; Knowledge of project management, process management; change management tools and methodologies

Negotiation and Influence : Strong interpersonal skills with the ability to negotiate and influence effectively while being open to perspectives and maintaining strong relationships

Strategic Thinker: Strong strategic and critical thinker with ability to identify challenges and find innovative solutions

Collaboration & Fun: Inclusive and collaborative work style while creating fun and excitement in our work

Integrity and Trust: Do what's right and operate with transparency and openness

PERKS OF JOINING OUR TEAM