Manager Operations

Identifies, leads and champions the implementation of performance based metrics and evaluation methodologies to support a consistent lean approach to project management and business support operations.

Serve as a stakeholder  in customer service, support, and operational  vendor selection and launch of all operational aspects of the new brand.

Implement and integrate operational processes, procedures and tools for the new brand including but not limited to a digital-only customer care platform; WFM; CPE warehousing and distribution and sales commissioning.

Recommend improvements to streamline business processes. Ensure cost effective, efficient and client-focused solutions in accordance with operational procedures. Implement improvements and ensure change management strategies.

Active participation in project working & steering committees to aid in facilitating decision making, development of organizational readiness and implementation strategies including success metrics

Define and implement a continuous improvement approach within the team to identify efficiency opportunities, remove low value activities and improve quality of team outputs.

Development of the change management strategy for projects and initiatives to enable changes to be implemented into the organization with minimal disruption and maximum benefit

Provide guidance and influence decisions on initiatives impacting NPS, eNPS and the customer journey.

Develop strong relationships with internal and external partners to identify strategies for seamlessly integrating initiatives into the operations.

Develop and maintain an operational plan which incorporates goals and objectives that work towards the strategic direction of the organization.

Is a cultural shift ambassador to collectively aid in shifting individual behaviour to support the shared organizational goals of becoming a growth company

Positively challenge and question business partners on needs and benefits to ensure long term, end goals are met

As a representative of Cogeco’s management team, handles customer and employee matters and/or other escalated issues in a timely manner through collaboration and effective communication skills (both oral and written). 

Ensure the effective management of human and financial resources by setting and evaluating staff performance targets, promoting diversity and a healthy workplace

Create/host team-building activities to ensure self and team(s) are sharing knowledge and in a constant state of evolution and improvement.

Ensure stakeholders have a forum and transparent mechanism to provide input into business impacting initiatives & processes.

Assists with other departmental requests as required and performs special projects as assigned.

Incumbents must set annual objectives for employees under their management, review them based on any new operational requirements, and administer the Performance Management process. Conducts performance appraisals.

Responsible for the performance management and deliverables of the team. Handles disciplinary situations appropriately, including documenting relevant information.

As part of their function, the incumbent must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility while seeking the protection of the general public.  They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures.

To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customer’s needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.