Description:
- Develop, execute, and oversee OKR’s (Objectives, Key Results) to achieve business goals and service standards
- Identify efficiencies and lead opportunities to eliminate failure demand, streamline processes and eliminate waste
- Advance and lead our digital first mandate
- Monitor, forecast and plan volume and resource needs
- Develop, monitor, and provide input into the annual budget process
- Champion, lead and manage change across the team and on various projects
- Support, manage and facilitate both internal and external business partner relationships
- Handle complex escalated cases and service recovery situations act a senior contact for Field Leaders and Advisors
- Foster a work environment that values people and encourages participation, learning and empowerment in alignment with our brand
- Lead/coach/develop a diverse, talented, and highly engaged team, in multiple sites, focused on delivering business results. Provide coaching and performance management using data, strong visual management and transparency of goals and metrics
- Drive a high-performance culture that leverages data as well as internal strategies such as, Client for Life, Owner’s Mindset, BOLDER, OKRs, DARE decision making
- Develop, implement, maintain, and monitor internal controls and governance for all operations including business processes, reporting and compliance to ensure achievement of objectives
What do you need to succeed?
- Minimum 5 years of progressive operations management experience
- Strong leadership skills with ability to navigate complex and rapidly changing environments.
- Lean methodology training and knowledge (Green Belt preferred)
- Intermediate/Advanced Tableau experience, ability to use data to assess trends, build recommendations and support effective decision making
- Strong problem solving, analytical and decision-making skills
- Service-oriented, can-do attitude with strong interpersonal skills to work collaboratively with our internal and external partners
- Proven skills in creating a vision and roadmap while delivering results quickly.
- Excellent relationship and communication skills (written and oral) including the ability to negotiate
- Bilingualism (French, English) required- interactions with English-speaking customers or partners* For Quebec only
- Comfortable with ambiguity
- A track record of leading change successfully