Manager Service Quality (12 Month Contract)

Description

This role will be reporting to the Senior Manager Quality and Service the Manager Service Quality works closely with the Service Excellence Vertical Leads and plays a critical role within various verticals like Health Care E-Commerce Industrial & Technology including Returns and Strategic partner Services. This position is key in providing data-driven intelligence and actionable insights that impact operational decision-making planning execution process design and deployment. This position focuses on network analysis trends and client-specific data to identify areas of opportunity for an improved customer experience.

This role follows a MondayFriday schedule from 8:30 a.m. to 5:00 p.m. with a daily in-office requirement and occasional evening availability as needed.

This role is a contract role with a duration of a 12 month period.

Responsibilities

Assist with customer-specific ad-hoc analyses and deep dives.
Enable ongoing metric management and analyses for verticals.
Lead analysis and assessment at lane level for service standards as required.
Ensure metrics and reports are frequently reviewed on usability and validity.
Provide data-based recommendations to balance cost and service considerations while proposing unique and effective solutions to improve client satisfaction.
Identify opportunities to improve service performance and visibility compliance recommend direct lead and support various service initiatives under the service program as required.
Lead or participate in cross-functional teams supporting Operations Sales and Marketing initiatives.
Regularly access sensitive and confidential client spending corporate strategy and Operational data.
Support stakeholders across the organization to identify service improvement opportunities solve problems build consensus and achieve objectives.
Support Peak season with control plans and monitoring.
Plan and conduct coaching sessions with each employee including documentation and progress monitoring.
Enable and support employees in gathering required business knowledge and subject matter expertise.
Coaching and performance management of Direct Reports including bi-annual performance appraisals.

Experience

5 years of relevant Operations Project Management Service and Management experience.
5-7 years of Data analytics reporting and presentation experience.
5-7 years of experience working with business stakeholders within a cross-functional matrix environment.
A thorough understanding of similar industry/experiences policies and procedures or field experience is considered an asset.
Lean Six Sigma knowledge or PMP certification is an asset.
Strong record of client service with a mindset of assisting clients in resolving problems and finding solutions including experience providing workable and understandable recommendations to management.
Professional services (management consulting) experience would be an asset.
Superior mentoring and coaching skills are a must for this role.
Strong team orientation with a proven record of building team relationships with staff clients and other stakeholders.
Exemplifies and consistently demonstrates our core competencies of customer focus communicates effectively and collaborates instills trust and self-development.
Excellent leadership communication (written verbal and presentation) and interpersonal skills.
Excellent active listening skills.
Strong analytical and decision-making abilities.
Self-motivated decisive with the ability to adapt to change and competing demands.
Proficient in Microsoft Office Programs including Word Excel and PowerPoint.
Periodic travel to terminals/processing facilities (as required).
Proven track record selling within the Healthcare vertical.

Education

Bachelors Degree in Mathematics Science and/or Engineering with related work experience.
Masters degree or Certification in engineering or management sciences or project management would be an asset.

Skills