Financial Analyst

Req Id: 376114

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.

If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.

Bell’s forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.

**Position Description**:
The Operational Planning and strategy team supports Client Operations for Bell Mobility and Bell Residential Services (Home Phone, Internet, TV and Fibre) is currently looking for a highly motivated and energetic individual to fulfill the role of Budget and Long Term Planning Specialist. The Team is responsible for the Capacity Planning, Yearly Budgeting, Monthly/Quarterly forecasting, Month end reporting, Team count reporting, Performance & Compensation Management, Expense Management, Weekly Executive reporting, and Financial Modelling for entire Client Operations.

**Job Duties/Accountabilities**:

- Capacity Planning, Yearly budgeting, Quarterly forecasting, Monthly Mini-Forecasting, and Financial Modelling:

- Determine Demand forecasts (Call volume & Handle Time) and Supply forecasts (Team count, shrinkage, hiring and attrition both internal & external) for each contact queue within Customer Operations
- Work with the Vendor Management/Call Placement, Sales, Marketing and Project & Process Delivery teams to ensure all Vendor strategies, Sales & Marketing campaigns and KFIs (known future influences) are captured and planned/budgeted for accordingly
- Assist in the financial modeling process
- Expense Management and Weekly Executive reporting:

- Produce Daily month-end expense forecasts identifying variances to financial, team count and key metric targets, provide explanations and suggestions to executives for decision making
- Work closely with other teams (i.e. project delivery; scheduling, real-time management, vendors management) to provide guidance and assistance
- Create and deliver weekly decks for VPs and SVP summarizing all assumptions, key metrics, and identifying risks and opportunities to meet our Client Experience and Budget targets
- Month End Reporting & Team count management:

- Produce weekly/monthly Team count reporting and via auditing, ensure accuracy at a cost center, reporting structure, and agent grouping level.
- Produce month end metrics and financial reports with detail explanations to EVP (i.e. Service Level, Demand and Supply, Challenges and highlights in the month, and Implementation Strategies for upcoming month)
- Performance and Compensation Management:

- Produce both internal and external weekly/monthly agent performance reports with detail analysis by segment and site
- Produce bi-weekly compensation forecasting and monthly compensation payout files
- Communicate effectively with all client operations teams to properly evaluate agent performance, configure ranking and pay grade structure, validate & update current month compensation payout and upcoming month performance targets

**Critical Qualifications/Competencies**:

- Adhoc reporting and analysis as required
- Experience in a Budgeting/Planning/Forecasting/Performance & Compensation Management role or related field
- Familiarity with commonly accepted contact center industry practices, terminology, and key metrics
- Strong analytical and intuitive skills - ability to reason logically, recognize assumptions, and ability to assess (quantify) impacts
- Attention to detail and ability to analyze numbers for accuracy and reasonableness
- Highly organized, independent, and ability to handle multiple requests in order of priority
- Excellent communications skills, both written and verbal (ability to effectively communicate and present to people at all levels)
- Must have the ability to work within a team, under pressure and respect deadlines
- Flexible and able to comfortably operate in an ever-evolving & changing environment
- Advanced skills in MS Excel and PowerPoint

**Preferred Qualifications/Competencies**:

- Bachelor Degree
- Professional designation (i.e. CA, CPA, CMA, CFA) is an asset
- Master degree (i.e. MBA) is an asset

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Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**:Management
**Job Status**:Regular - Full Time
**Job Location**:Canada : Ontario : Don Mills || Canada : Ontario : Mississauga || Canada : Ontario : Toronto || Canada : Quebec : Dorval || Canada : Quebec