Manager, Operations Intelligence

3 weeks ago

Ottawa, Canada Canada Post - Postes Canada Full time

Job Requisition Id: 180795
Business Function: Operations Support
Primary City: Ottawa
Province: Ontario
Employment Type: Full-Time
Employment Status: Permanent
Language Requirement: English Essential
Employee Class and Level: CPMGA02
Number of Vacancies 1
Job Closing Date (MM/DD/YYYY): 05/20/2024

The Manager, Operations Intelligence is responsible for conducting integration activities, preparing materials on behalf of the COO organization for executive and cross-functional audiences, as required. Improving operational service performance results to meet or exceed corporate targets by identifying weaknesses in the Operations processes and leading the national initiatives to achieve sustained improvement. The scope extends across all product lines and Operations processes. Integrates closely with cross functional stakeholders, monitor root cause analysis and findings, ensure a common approach, and optimize results. Monitors compliance to key quality performance indicators nationally, identifies and analyzes trends, summarizes findings, determines actionable items and ensures consistent monitoring to sustain performance improvements.

**Responsibilities**:
Below are the main job requirements and responsibilities for the Manager, Operations Intelligence.
- Monitors trends in operations service and quality performance and identifies areas where performance does not meet standards. Determines priorities and develops a national plan for the Operations Intelligence teams to implement. Develops the service improvement plan, leads the implementation, and monitors continued adherence to the process.
- Develops and maintains a standard service improvement plan (SIP) for use nationally to initiate improvements on key operations intelligence metrics. Advises regional teams on the use of the SIP to ensure effective coordination of information. Coordinates and prioritizes own initiatives with national colleagues and collaborates in building the national action plan for regional Operations Intelligence.
- Promotes the one company view through consistent use of standardized data structures and reports for a wide range of stakeholders, including executives. Identifies KPI reporting needs and issues, assesses current reporting practices and capabilities. Collaborates with SPE, Corporate Measurement, CVI, and Engineering with a view to improving the timing and structure of reporting for Operations Management teams to facilitate performance monitoring and decision making.
- Develops and maintains the collaboration structure and communications channels to facilitate issues management and exchange of information across the EQM and COO community.
- Meets with managers and other stakeholders. Provides updates on major trends and upcoming changes that will potentially impact service. Obtains updates from regional counterparts on ongoing improvement initiatives; discusses and resolves issues.

**Job Responsibilities (continued)**:

- Analyzes Operations Intelligence results at the national level for designated area of Operations. Develops Summary of Findings for use by senior executives in decision making.
- Shares best practices on National Quality systems, tools and approach with regional managers. Promotes a common understanding of the immediate priorities, and long-term direction.
- Develops and maintains operations intelligence metric reports for area of responsibility. Provides guidance on interpreting the reports to ensure consistent understanding.
- Based on service improvement plan results, identifies, and shares process improvement opportunities and options with Operations and Lines of Business executives.
- Serves as conduit across Mail Operations and for the Rest of Company for area of expertise (i.e., International Mail, Parcels, Gemstar, Unaddressed Admail, Delivery Quality). Provides advice, interpretation and guidance on service and quality issues and maintains professional relationships with key stakeholders.

**Qualifications**:
**Education**
- Completed post-secondary education, preferably in a relevant field of study

**Experience**
- A minimum of 3-5 years of recent and combined relevant working experience
- Experience in project management would be an asset
- Experience working in Operations or as an Enabler working closely with Operations an asset
- Proficient computer skills and competent with Microsoft Office programs (e.g. Excel and PowerPoint).
- Strong written and verbal communication skills, comfortable leading cross-functional meetings
- Sound judgement and problem-solving abilities
- Exceptional time management and organizational skills to manage competing priorities

**Other Information**:
**Safety Sensitive Positions**
This position may be considered a Safety Sensitive position and has additional requirements under Canada Post's Substance Use Policy.

**Employment Equity**

Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Dis

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