Customer Service Network Advisor
Suncor Energy
Mississauga, Ontario, Canada
3h ago

Why you should join us :

Are you interested in helping us shape the future vision of our customer service network (CSN) and enhancing our Petro-Canada retail and wholesale customers’ experience?

You will use your business insight and technical knowledge to work with our third party vendor, supporting a multi-line business call center, to evaluate opportunities, prioritize and influence areas of focused improvement and enhancements in our CSN.

You will use your expertise to :

  • Partner with our third party vendor to identify long term strategic opportunities and strategies to improve our customers’ experience
  • Build metrics to enable evaluation of CSN opportunities, using strong business acumen, finance knowledge and business planning skills
  • Influence key partners and seek approval for prioritized opportunities; build business cases for appropriate resources and funding
  • Establish and lead multiple cross functional project teams with internal employees and vendor resources, and ensure a common understanding of objectives and business needs with the team
  • Partner with our Digital and Enterprise Technical group to lead modernization and technology improvement projects for the CSN (e.
  • g. WebChat, improved call recording etc.) including the design phase, launch, training and stabilization

  • Manage various stakeholders with contending priorities both internal to Suncor and at the vendor
  • Identify gaps, analyze and find ways to improve operational processes for CSN
  • Work with our third party business intelligence resource and internal guest insights group to further advance our internal analytics and uncover new insights into business improvement opportunities
  • We’d like to review your application if you have

    Must-haves (minimum requirements) :

  • Five or more years of working experience within a customer service or business process improvement background
  • A Bachelor’s degree in Business or a related discipline
  • An understanding for how business decisions translate into a customer experience
  • Strong communication and extraordinary stakeholder management skills to translate business and customer needs into an executable solution that meets business requirements
  • The ability to influence without authority, engage, collaborate and build strong relationships with internal and external parties
  • Advanced critical thinking and analytical skills with a continuous improvement mindset
  • Alignment with our values
  • Preference for :

  • Experience in a corporate retail or wholesale environment or a consulting background
  • Project management experience
  • Knowledge of financial and business planning principles
  • Where you’ll be working, your work schedule, and other important information :

  • You will work out of our Downstream head office in Mississauga, located at 2489 North Sheridan Way
  • Hours of work are a regular 40-hour work week, Monday to Friday, with the potential for extended work hours based on business needs
  • Potential weekly travel will be required to our third party vendor’s office located in Toronto
  • Why Suncor?

    We are Canada's leading integrated energy company with a business portfolio that includes oil sands development and upgrading, offshore oil and gas production, petroleum refining, and product marketing under the Petro-Canada brand.

    Our global presence offers rewarding opportunities for you to learn, contribute, and grow in a variety of career-building positions.

    We live by the value of safety above all else do it safely, or don’t do it. Our strong track record of growth and a focus on sustainability mean tremendous potential for the future.

    Learn about our mission, vision and values.

    In addition to rewarding job opportunities, we offer an attractive employee package, including :

  • Competitive base salary, compensation programs, and an annual incentive program
  • Flexible benefits package
  • Rewarding pension and savings plans
  • We are an equal opportunity employer and encourage applications from all qualified individuals. We are committed to providing a diverse and inclusive work environment where every employee feels valued and respected.

    We will consider accessibility accommodations to applicants upon request. Check out our social goal to learn how we are working to build greater mutual trust and respect with the Indigenous Peoples in Canada.

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