Customer Care Operations Consultant

3 weeks ago

Sault Ste Marie, Canada OLG Full time

Customer Care Operations Consultant

(2 vacancies)

GAME ON - OLG needs you

We’ve said GAME ON, and we mean it - OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based casino channels. In our fiscal 2019-20 year alone, OLG delivered over $2.3 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.

We are ready to take this game to the next level and need a passionate Customer Care Operations Consultant to develop and implement plans, processes, and guidelines to ensure a consistent and structured approach to areas related to project integration, process improvements, and business optimization for Customer Care.

YOUR ROLE IN THE GAME

Reporting to the Director, Customer Care Shared Services, you will be empowered to:
- Evolve current project management strategies to ensure successful implementation of Customer Care projects and initiatives for all business areas; establish and evaluate project success measures to ensure employee adoption of new business practices into Customer Care- Collaborate with Customer Care Management teams and Subject Matter Experts to perform analysis and requirements gathering to ensure Customer Care business needs are represented- Collaborate with stakeholders/partners to anticipate the operational impacts of new initiatives and identify operational readiness needs; enable the execution of required communication, training and change management to ensure smooth handover; lead and manage operational readiness activities for internal and external project launches (e.g., new products, technology launches, process improvements)- Document and maintain Customer Care project artifacts, monitor project performance, prepare, and present regular project updates to Sr. Leadership Team- Identify high risk and potential integrity issues related to Customer Care operations and develop actionable recommendations to mitigate/resolve these issues- Support business operations by developing plans to coordinate resources from other teams within the organization to be able to execute operational activities and process improvements-
- Coordinate Customer Care Business Continuity Plans to ensure accuracy and consistency across Customer Care- Be a key resource for the Customer Care team to support project and operational related activities

WHAT YOU NEED TO PLAY
- Work Experience:_ 5+ years of relevant experience; Experience in a public sector/regulatory environment is an asset
- Education: _Post-secondary degree/diploma in Business Administration, Operations, Management, Communications, or equivalent; Knowledge of OLG’s products, services, lines of business, and governing standards is preferred
- Negotiation and Influence_
- : Strong interpersonal skills with the a_bility to negotiate and influence effectively while being open to perspectives and maintaining strong relationships
- Strategic Thinker_: Strong strategic and critical thinker with ability to identify challenges and find innovative solutions
- Collaboration & Fun_: Inclusive and collaborative work style while creating fun and excitement in our work
- Integrity and Trust_: Do what's right and operate with transparency and openness

PERKS OF JOINING OUR TEAM- Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario- Flexible Work Environment: to help balance both work and life- You Matter: family friendly work practices and hybrid work- Freedom to Innovate: supports new and better ways to be successful- Be your Authentic Self: environment that values diversity as a source of strength- Learning Galore: 24-7 access to robust online learning programs- Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario- Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)

Learn about OLG - GAME ON

OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.

The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work

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