Service Delivery Process Leader

2 weeks ago

Montreal, Quebec, Canada Desjardins Full time

As a Service Delivery Process Leader, you're the go-to person for projects and initiatives involving service delivery processes in the Business Services sector, including the CRM project. You make sure they align with members' and clients' expectations and help the organization achieve a high level of efficiency. You exert influence and play a key leadership role in strategic, cross-sector and highly complex projects related to processes. You support planning and strategic monitoring, track objectives and performance, define targets and identify opportunities for improvement to help transform and evolve the Business Services sector's service delivery processes. You do this by leveraging a comprehensive understanding of the organization, advanced analytical skills and your ability to coordinate multiple stakeholders with diverse expertise. This position reports to the Business Transformation Monitoring and Execution Department. More specifically, you will be required to:

  • Act as a point of contact for all projects and initiatives related to service delivery processes in the Business Services sector.

  • Help the business lines define their needs and priorities, while contributing to and safeguarding the target vision for the processes under your responsibility.

  • Mobilize and coordinate multidisciplinary teams in a matrix environment, working closely with experts from various fields.

  • Help implement, monitor and execute the initiatives in the process improvement roadmap.

  • Manage process performance by setting and tracking goals and indicators.

  • Proactively monitor industry trends, recommend strategic actions and promote the adoption of best organizational practices.

What we offer*

  • Competitive salary and annual bonus

  • 4 weeks of flexible vacation starting in the first year

  • Defined benefit pension plan that provides predictable, stable income throughout retirement

  • Group insurance including telemedicine

  • Reimbursement of health and wellness expenses and telework equipment

Benefits apply based on eligibility criteria.

What you bring to the table

  • Bachelor's degree in a related field

  • A minimum of eight years of relevant experience

  • Please note that other combinations of qualifications and relevant experience may be considered

  • Experience in the Business Services sector, including with sales activities

  • Proven project management experience

  • Leadership experience with multidisciplinary teams

  • Experience in process improvement

  • Knowledge of French is required for positions in Quebec

Action oriented, Customer Focus, Differences, Interpersonal Savvy, Nimble learning, Plans and aligns, Strategic mindset

Trade Union (If applicable)

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask

Job Family

Administration (FG)

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