Project Design and Delivery Leader
Dorval, QC, CA
7d ago

Bell is a truly Canadian company with a 138 year track record of success. We are defined by the passion of our team members and their belief in our company’s vast potential.

To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders.

This means creating best-in-class career and development opportunities for our employees. If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.

An integral part of our customer service focus, includes contact centres across Canada supporting all of our Bell Mobility and Bell Residential Services customers.

Our Customer Operations team is responsible for strategy, design and delivery of core call centre tools and processes, including queue strategy, routing, and call monitoring tools.

Are you passionate about the customer experience and willing to do whatever it takes to make it better? Are you an effective, confident communicator that knows the right questions to ask to get the job done?

Do you thrive in a fast-paced environment and enjoy being part of exciting leading-edge projects?

The Bell Customer Operations Project Design and Delivery team is at the forefront in the design and delivery of large capital and IT-

dependent programs focused on supporting the achievement of Bell’s Strategic Imperatives. If you are a dynamic, technical and execution (critical thinking / analytical) focused project manager, we have room for you to grow within our team.

Reporting directly to the Senior Manager, Program Design and Delivery, the Project Design and Delivery Leader is accountable for the successful design, planning and implementation of large Take to Market programs and / or projects that help Bell delivers a best in class customer experience and to support sponsors achieving project benefits (Revenues, Churn reduction etc.

The candidate will be responsible for implementing marketing initiatives, new products, working in partnership with IT project manager for some projects as well as managing the end to end design and delivery of other cross-

functional projects. The candidate will also be responsible for identifying and influencing opportunities to improve the customer experience, costs, and revenue

Working closely with a number of internal partners, including IT, the operations, marketing, product development, etc. the Project Design and Delivery Leader will be responsible for assessing customers’ and end users’ needs and experiences in order to design and deliver programs with speed and accuracy.

The Project Design and Delivery Leader must be a highly motivated and professional individual with a passion for improving the overall Customer Experience and delivering initiatives to drive specific results.

If you have demonstrated experience planning and delivering cross-functional project teams on large and complex projects, this is a great opportunity to contribute to Bell’s strategic imperatives.

Job Duties and Accountabilities :

  • Evaluate projects call center impacts and build assessment involving communication to planning teams and key stakeholders and data collection and analysis
  • Effectively engage, lead and influence cross-functional teams to deliver the highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables
  • Create and manage project plans and related documentation in accordance with established project management methodology (Project Charter, Scope, WBS, Budget, Action Registers, etc.)
  • Create and / or partner with IT PM process mapping and targeted customer experience
  • Engage and build strong relationships with project sponsors and stakeholders to incorporate their goals, and instill confidence to ensure alignment to and adoption of solutions
  • Provide regular updates on project status, including risks and risk management approach to senior management
  • Identification of new opportunities and related solutions to deliver benefits above-committed project deliverables
  • Process map critical processes to create CMO and FMO and redesign processes for optimal performance; monitor process performance for deviations to apply the appropriate corrective action
  • Critical Competencies :

  • Experience designing and leading large-scale projects of varying levels of complexity and scope, preferably within the Telecom or Technology space
  • Demonstrated ability to effectively lead project teams and establish great collaboration / partnership spirit with stakeholders with varying desired outcomes, to achieve established project deliverables
  • Strong financial and business acumen with the proven ability to support the development of business cases and financial forecasts
  • Ability to work in a fast-paced environment and manage multiple projects through effective prioritization
  • Strong problem-solving skills and demonstrated the ability to be highly creative in formulating solutions
  • Authentic, professional and confident communicator able to influence project teams and stakeholders through effective communication and presentation skills
  • Bachelors Degree in Business, Engineering, Computer Science, or Marketing is an asset
  • Project Management Designation / Certification is an asset
  • MS suite including MS Project and Visio expertise is an asset
  • PMP Certification & Bilingualism are assets (English and French)
  • LI-SAH1

    Bilingualism is an asset (English and French)

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