Delivery Excellence Manager

2 weeks ago

Dorval, Canada Air Canada Full time

**Description**

**Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.**

The Delivery Excellence Manager reports directly to the Business Process Delivery Manager with the prime responsibilities to manage the implementation of assigned products/services, projects/programs across the multi-department, the multi-location operational network that comprises the Contact Centres Branch.

This position is responsible for managing the assigned projects/programs, with assigned staff and internal/external stakeholders/vendors, to support the implementation and to steady state the assigned projects/programs on time and within budget.

Success in this position requires a seamless intake of the projects/programs design and modelling documentation, a thorough understanding of the programs' objectives, and a flawless deployment within the targeted operational teams.

Bringing to steady-state and a seamless turnover of the program to the Monitoring & Analysis teams.

This position requires accountability and joint achievement within the annual committed budget for the branch's KPI of IVR/VRU Containment Rates, IVR/VRU Utilization Rates, Average Time Spent in IVR, NPS, Customer Service Reports (CSR) and Change/Program Management effectiveness.

**Roles & Responsibilities**:

- Participate in the design and modelling team's turnover and understand the operational requirements for the assigned tasks.
- Analyze workflows and perform best practice benchmark gap analysis to identify opportunities to streamline processes, eliminate redundancy and ensure that business processes are practical and efficient and conform with the operating environments to which they are to be implemented.
- Validate and sign-off on the implementation timelines.
- Define, create, and publish purposeful, high-impact, intuitive internal operational communications material that meets the audience's requirements and purpose.
- Prepare and disseminate internal communications relating to branch operational initiatives.
- Assist in the preparation proofreading of communication documents.
- Work closely with different department stakeholders who are responsible for content contributions.
- Build and maintain a repository of reusable communication templates and standardized reporting updates to support future deliverables/situations.
- Manage the branch pages within ACpedia.
- Support internal communication programs and help build employee engagement, not limited to employee recognition programs, contests and campaigns.
- Collaborate with the translation team and coordinate the intake, translation, editing, proofing, and posting of various communications.
- Communicate and document required changes to business requirements, models and functional documentation that may be necessary during the execution phase and accurately represent these changes.
- Lead/oversee the timely delivery and bring all assigned projects/programs to steady-state while partnering/interfacing with internal and external stakeholders (i.e., IT - developers, testers, QA, and Project Managers).
- Responsible for the smooth turnover/transition of steady-state projects/programs to the Monitoring & Analysis team.
- Performing special projects and other duties as required.

**Leadership Attitudes**:
**THOUGHT LEADERSHIP**
- Analysis & Decision Making - Analyzes problems and situations, and their impacts on the business and its global network. Delivers commercial, fact-based, forward thinking decisions.
- Strategic Thinking - Brings to life our vision of becoming "A Top 10 Airline in Everything We Do". Aligns personal and workgroup activities to the organization's strategic goals and leverages our global network and strength to provide value to our customers.

**RESULTS LEADERSHIP**
- Customer Centricity - Builds and delivers solutions for internal and external customers that meet and exceed their needs, identifying innovative opportunities that will benefit them, creating value added services, and working in partnership with customers to drive the business forward.
- Results Orientation - Manages performance, holding self and others accountable to effectively and efficiently complete work responsibilities. Demonstrates initiative, a strong commitment to achieving meaningful results, and acts on opportunities to create value.

**PEOPLE/PERSONAL LEADERSHIP**
- Building Collaborative Partnerships - Encourages personal achievement and excellence. Plays a part in attracting, developing, and retaining top talent. Ensures that all talent receives mentoring, training, feedback, and development opportunities.
- Building Talent - Establishes authentic, genuine and open relationships inside and outside of the organization to build a foundation of influence. Fosters an inclusive culture that makes people feel valued and respect

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