Operations Manager

**POSITION OVERVIEW**
Accountable for the Customer experience for all Partner Service/Major Business Customers as it relates to their Assurance process. Accountable for the effective resolution of all Major Business Customer’s product and support issues. Accountable to develop and manage a strong professional business relationship with our Partner Service/Major Business Customers. Accountable to create an environment where employees are empowered to make decisions based on customer needs and corporate goals. Accountable for achieving a high level of customer and employee satisfaction thru effective initiative, coordination and responsiveness to the discipline of customer care and service.

**LEADERSHIP ACCOUNTABILITIES**
**People**
- Leads, directs and manages staff to ensure the effective use of HR resources. Maximizes performance by selecting (hire external or promote from within), developing, mentoring and sustaining a high level of expertise among staff. Organize and direct work including prioritizing assignments, establishing objectives, providing regular performance feedback, conducting year end performance appraisals and taking necessary corrective action as may be required. Assists in staff career planning, establishes development and succession plans and ensures relevant HR procedures and policies are followed (provisions of the collective agreement, performance appraisals, discipline, grievance, etc). Accountable for provisioning and managing contracted resources as may be required.
- Accountable for promoting a productive and positive environment for staff that encourages innovation, teamwork, initiative and models corporate values. Motivates staff by assigning challenging work, planning and managing internal communications and awareness of corporate direction, mission, plans and activities.
- Ensures all safety, health, environmental and code of conduct policies, programs and standards are understood and complied with at all times.
- Proactively identify and action opportunities to increase customer satisfaction (internal and external customers).

**Financial**
- Ensure sound financial control within area of responsibility by developing annual operating and capital budgets, monitoring performance to budget and taking action as appropriate. Develops, negotiates and implements contracts for acquisition of goods & services related to area of responsibility.

**Innovation**
- Accountable to research, develop, define and implement innovative long and short term plans, policies and objectives. Ensures alignment and integration with the corporate strategic plan and develops plan and operational metrics, including approaches for demonstrating business value.
- Accountable to proactively identify and action opportunities to improve revenue and growth initiatives, decrease costs, increase customer service levels and increase employee engagement.
- Accountable to develop opportunities to spark innovation in technology or product service delivery or process improvements.

**SPECIFIC ACCOUNTABILITIES**
- Accountable for assurance of SaskTel’s Partner Service/Major Business services on a 24/7 basis.
- Accountable for developing and managing key performance indicators ensuring outstanding customer service consistency.
- Ensures that all troubles meet the overall service objectives for testing, dispatch, updates and MTTR’s.
- Escalates troubles, engages SaskTel support or vendor support to ensure service level commitments are met.
- Facilitates trouble incident root cause identification, analysis, and development of corrective actions.
- Oversees assurance initiatives ensuring services are provided in a manner that meets the expectations of the customer.
- Establishes and maintains regular performance review meetings with customers.
- Liaises between client and SaskTel Corporate Departments to ensure ongoing day to day quality service commitments.
- Assess the performance of staff members using such tools as PFE's for formal feedback, setting individual employee objectives and development plans.
- Develops a knowledgeable, technical and administrative staff to meet the challenges of continual technology advancements through individual and group empowerment, on the job training, and formal training.
- Partners with Customer Services, IT/IS, Marketing, CSG, Network Support and Customers to effectively deliver on service level commitments.
- Accountable for providing as efficient operation by managing all administrative functions including but not limited to:
a. Developing and implementing administrative procedures for leading edge technologies.
b. Tracking of capital and operations budget needs.
c. Tracking of regular staff hours, overtime hours and sick leave.
d. Planning of shift schedules and resources required.

**QUALIFICATIONS**
- University degree in Computer Science, Engineering, Admin or Commerce, OR Technical Institute diploma with related experience OR thorough knowledge in service assurance prac