Request Fulfillment Manager

5 days ago

Remote, Canada VC3 Full time

Leveraging our standard technologies and process, coupled with our people and corporate structure, we deliver a unique end result for our customers. Our clients will experience increased employee productivity, predictability in capital and operating expenditures, reduced downtime and risk, improved employee morale, less lost revenue and enhanced business agility.

The primary focus of the **Manager, Request Fulfillment** is to manage and lead their team in providing a consistent level of quality and service to support our clients. With that, the they must be able to deliver effective leadership, strategy, follow up and direction that aligns with the overall goals of the company. We must continually train and educate employees on why our people, process and technology standards exist and how it benefits our customers and VC3.

In order to ensure an exceptional result, you will need to have a clear understanding of the challenges and opportunities our customers face and how our teams as a whole combine to deliver our promise. Providing services in a proactive, professional manner while ensuring key parties are kept informed is critical. We are a data driven company and analysis for decision making and overall strategy is ongoing.

The “VC3 Way” is our set of people, process and technology, that produce a predictable result for our customers. You must be aware of, and maintain this standard, understanding that it is a living guide; Always updating and always changing based on influence from our team and the needs of our clients.

Here's what you will be responsible for:

- Own the Request Fulfillment Process by defining, managing and ensuring compliance to it, providing a central coordination function for the management of service requests from the business. Maintain oversight of the end-to-end process, resolving exceptions and dealing with queries in a consistent and timely manner.
- Ensure the end-to-end effectiveness of the request fulfillment process and compliance with all corporate standards and policies.
- Develop and implement effective measurement and reporting processes for request fulfillment data.
- Ensure effective communication of process steps is carried out for all stakeholders, implementing training and education programs as required.
- Ensure that the Request Fulfilment processes operate in a truly end-to-end manner, are fully integrated with other resolver group processes and all Service Integrator roles are clearly identified and fulfilled.
- Act as an escalation point for critical client issues, communicate and manage communication with customers as needed.
- Communicate with all parties in a constructive manner to guarantee customer expectations are met.
- Responsible for the scheduling, time and utilization management of team members. Ensuring every hour is a profitable hour and that workflows and procedures are being followed.
- Review and manage service backlog to ensure services are being correctly scheduled, prioritized and moving through the system as desired.
- Proactive issue trending and data reporting for the improvement of key metrics.
- Manage team performance and tools to meet or exceed SLOs.
- Ensure objectives are clear, progress is tracked, and results are reviewed, and instill a culture of high performance.
- Perform employee reviews, manage headcount, hiring and overall HR management for your team. Build a culture of continuous improvement via feedback, coaching and staff development.
- Provide timely responses and guidance to client requests, either directly if needed or via your team.
- Advocate for the customer in day-to-day operations.
- Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post incident reviews.
- Liaise with internal and external resources to provide detailed analysis of the operations and opportunities for improvement to meet SLAs and internal efficiencies.

**Additional Responsibilities**:

- Collaborate across all VC3 departments to maximize overall customer satisfaction.
- Maintain accurate and up to date documentation through the change management processes.
- Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate customer communications, and overall presentability.
- Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale and holding all employees accountable. Set the example to follow for customer service.
- Maintain an in-depth knowledge of the products and services we offer.
- Build relationships with clients and team members and serve as a trusted point of contact.
- Providing timely responses and guidance to client requests.
- Maintain accurate and up to date process & departmental documentation.
- Attend training & team meetings as required.
- Assist with the development and evolution of the role

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