Operations Manager, Customer Support

5 days ago


Regina, Canada Information Services Corporation Full time

Company Name:
Information Services Corporation

Location: Regina, Saskatchewan

Status: Full-time Permanent

Job Close Date: December 31, 2024

We are ISC, an industry leading employer with a global presence. We provide registry and information management services for public data and records to our customers. Our mission of putting the right information in the right hands, at the right time, means more than just using the right technology. Our people are what drives our innovation, growth, and well-being.

We are looking for an Operations Manager, Customer Support to help grow our business and contribute to our future.

The Operations Manager, Customer Support is responsible for the delivery of Customer Support & call centre operations for ISC, including the management and development of staff, relevant systems and other business unit activities.

As a key member of the Registry Operations Management Team, this position assumes a leadership role in advancing divisional and business unit planning; end-to-end service excellence processes; and resource utilization across all Delivery / Operational business units. The Operations Manager, Customer Support Team is also a key member of several Product Teams across multiple product lines, responsible for bringing/articulating the operational perspective to short and long term planning for the product line with a particular view towards the needs of the customers and the Customer Support Team.

Reporting to the Senior Manager, Registry Operations, other highlights include:

- Provide day-to-day direction that includes, but is not limited to: technical direction, direction and coordination of work, problem solving, attendance and performance management, identifying training and development requirements for staff.
- Create, monitor and evaluate business unit plan to ensure coordination and/or interface(s) with other business units to achieve business unit and corporate goals.
- Responsible to manage the delivery of quality product(s) and/or service(s) while meeting stated delivery and standards targets.
- Participates in the development of Product Line strategies and plans that align with corporate objectives for growth and stable core operations.
- An understanding of the service delivery model, best practices, jurisdictional intelligence, pricing, trends, etc. and shared responsibility for the execution and achievement of the product lines strategy and plan.
- Responsible to develop annual budget for the business unit (with Director approval), and to manage and monitor business unit budget including monthly forecast.
- Provides excellent customer service to customers by fostering a customer service focus within the business unit. Ensures the customer voice is heard by resolving immediate issues and ensuring customer concerns are addressed appropriately in long-term product development planning.

What you’ll need:

- Post-secondary level courses supplemented by 4-6 years of progressive leadership experience; an equivalent combination of education and experience will be considered.
- Ability to lead business unit initiatives, including ongoing process improvement and integration of project or corporate initiatives with the ability to lead successful change.
- Experience using generally accepted Change Management practices such as Prosci/ADKAR would be considered an asset.
- Sound financial acumen with the ability to assimilate data and understanding of variances in order to make effective decisions.
- Experience using Telephony systems such as Telax would be considered an asset.
- Experience with a CRM or Customer Service Management System such as Service Now would be considered an asset.

What we offer:

- We believe in progress with purpose.
- Innovative technology
- A record of sustainable growth,
- Investment in diversifying lines of business
- We support your growth.
- Career development opportunities
- Education support
- We care about people.
- Competitive salary and benefits package
- Hybrid work schedule
- Recognition programs

A little more about us:
ISC (TSX: ISC) is a leading provider of registry and information management services for public data and records. Throughout our history, we've excelled at delivering value to government, to industry and to our community. We are the partner of choice for governments and private sector organizations seeking solutions across the information management spectrum.



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