Vice President
7 months ago
Overview:
As a member of the executive leadership team, the Vice President & Chief Customer and Product Officer will provide strategic leadership to the strategy, product management, customer experience, the registrar & product and design, government relations, and communications, brand and marketing, and community relations functions ensuring they support high quality, effective, and accessible delivery of services to Manitobans.
The Vice President will guide the development and implementation of a long-term strategy to ensure the successful execution of corporate strategic initiatives and play a key role in transforming business operations. In addition to translating strategic plans into operational and business plans for the division, the Vice President will define and execute the divisional roadmap in collaboration with the President & CEO, and executive leadership team.
The Vice President will establish a high-performance organization with dedicated, skilled, engaged, and customer-focused team members, efficient service delivery, and effective governance and risk practices.
**Responsibilities**:
Strategic Planning & Transformation:
- Participate in the development of the vision, direction, goals, and objectives of the corporation.
- Provide strategic direction for the division and ensure the development of strategies and solutions to support the corporate vision, direction, goals, and objectives.
- Create strategies to position the organization in the future by anticipating and acting on trends.
- Define and execute the divisional roadmap in coordination and collaboration with the President & CEO and executive leadership team.
- Translate strategic plans into operational and business plans for the division and communicate operational objectives to all employees and appropriate stakeholders.
- Ensure strategic, operational, and business plans meet the business needs and expectations of Manitobans, MPI departments, and other internal stakeholders.
- Ensure strategic, operational, and business plans consider new and emerging trends, practices, and solutions and enable MPI’s ability to address future conditions or issues.
- Champion transformation throughout the division and corporation by ensuring a clear understanding of the business and the identification of appropriate solutions.
Operational & Performance Leadership & Compliance:
- Provide expert advice and guidance and identify related customer impacts and considerations across the full range of business strategies, programs, products and services, and operational issues.
- Oversee the development of the corporate strategy, planning activities, and transition to operational plans.
- Direct the operations of a pro-active and responsive product and customer function in a cost-effective manner, including collecting and reporting of related metrics.
- Ensure strategies align with MPI’s ambition and focus on improving customer and employee experience, operational excellence, fiscal prudence, and continuous improvement to MPI’s product and service offerings.
- Oversee the development and implementation of integrated communication strategies and marketing materials that build an understanding of the Corporation’s mission, direction, and initiatives with internal audiences.
- Oversee the introduction and delivery of community outreach programming that engages, informs, and inspires stakeholder audiences, both internal and external.
- Oversee the design, implementation, and assessment of innovative and value-added products and services consistent with legislation and industry standards to meet the needs of the customer.
- Ensure the effective management of customer relationships by resolving customer inquiries and concerns in a manner that is mutually beneficial to both our customers and the Corporation and oversee the corporate Customer Complaint Resolution and Tracking process as part of MPI’s overall customer experience strategy.
- Oversee the facilitation and maintenance of key strategic relationships that create and foster an understanding and alignment of priorities with the government and ensure regulatory and legislative projects (including programming and product development) provided by MPI effectively and efficaciously navigate government approval processes.
- Ensure the analysis, maintenance, and communication of records required by law or local governing bodies, are efficiently maintained, and updated as needed.
- Review and update operational practices on a regular basis to ensure operational efficiency and compliance with regulations.
- Serve as a change champion in the organizational change process to produce an improved work environment and oversee the development and implementation of divisional programs that meet current and future needs.
- Participate on the corporate executive-level risk committee responsible for the management and oversight of all the forms of risk and the Enterprise Risk Management program within the Corp
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