Manager, Business Operations Support

4 weeks ago

Waterloo, Canada OTIP Group of Companies (OGC) Full time

Company Description
**Who We Are**

With every job, there's always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It's because at some point, we've all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

**Job Description**:
**What You'll Do**:
Reporting to the Director of Business Solutions you'll be accountable for the activities of business facing operational functions to ensure continuation of current business practices and services. This includes the facilitation and coordination of cross functional business operational activities and business analysis. The role participates in the development of enterprise solutions strategy, ensuring alignment with the strategies of our business partners.

The core parts of your role will be to:
**Support Process and Operational Management Practices**
- Manage business facing operational support and cross functional business operational activities, including the call centre workforce management function.
- Create and execute operating models and resource work plans, revising as appropriate to meet changing needs and requirements.
- Establish and maintain operational support Service Level Agreements (SLAs) and operating practices and processes.
- Work with business and partners, manages development of practices and processes that lead to potential solutions that resolve clearly stated business problems and operational inefficiencies.

**Leadership**
- Responsible for team development through recruiting, leading, coaching, mentoring and developing team members to meet service and delivery requirements. Maintains a safe, secure, and legally compliant work environment.
- Develop and manage departmental goals, effective KPIs and roadmaps based on defined strategies and goals. Identifies and evaluates trends and options.
- With a strong sense of business insight and spirit of collaboration, builds and maintains relationships with management, staff and other stakeholders including vendors.
- Develop and maintain, models and processes for engaging and informing stakeholders. Engagement and informing may include items such as technology trends, metrics, and cross departmental education.
- Foster balance between change and continuity, and acts as effective liaison in challenging situations to achieve desired results. Demonstrates a commitment to accept, implement and lead the behavioural and technical changes required to achieve organizational goals.

**Qualifications**:
**Let's Talk About You**:

- Strong facilitation skills with the ability to plan and facilitate workshops, brainstorming and planning sessions, including process reviews.
- The ability to translate business issues into problem statements or risk assessments and present pragmatic solutions to same.
- The ability to work in an environment where project processes and frameworks are in early stages of maturity.
- Strong interpersonal, planning and organizational skills and the proven ability to maintain a high degree of accuracy and attention to detail.
- A self-starter and motivated team player who is flexible and can effectively deal with ambiguity and adapt quickly to shifting priorities and rapid changes.
- Strong written and verbal communication skills with ability to provide updates to all levels within the organization.
- Experience with value stream mapping, process flows, and other techniques involved in managing effective change.

Additional Information
**Some of the Perks We Offer**:
We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you'll love working here:

- Rewarding salary and bonuses that truly value your dedication
- Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
- Defined benefit pension plan for a financially confident retirement
- 100% coverage of approved continuing education and licensing fees
- Flexible work-from-home and hybrid options
- Unlock your potential with opportunities for advancement
- OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities._
- As a business, we protect what matters most to our members. As an employer, we value what m

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