Telus Director - Customer Solutions Delivery Edmonton in AB, Canada

Position Overview:

The Director – Customer Solutions Delivery (CSD) for Edmonton will lead and drive strong execution in the field that generates best-in-class Customers First performance in TELUS’s Future Friendly Home segment.

TELUS is on a journey to be the most recommended company in the world, and reliability is a key driver of customer loyalty. Customer Solutions Delivery is a highly engaged and high performing team that supports our field delivery functions such as install & repair at a customer’s location, plant repair and plant construction. We have a workforce that is not only technically savvy, but also delivers on TELUS’ brand promise by being thoughtful, dependable and reliable.

Reporting to the Vice President, Customer Solutions Delivery (AB), the successful candidate will be one who is collaborative, engaging, and works well within a matrix, multi-functional team environment; and who is able to consistently deliver strong operational results and contribute to CSD’s strategy in support of TELUS’ business objectives. As such, this position will be responsible for:

  • Talent & Culture– Owning the development of our leadership pipeline, and drive a high performing and engaged culture to create a competitive advantage for TELUS in support of our customers

  • Operational Excellence– Partner with our National Resource & Business Intelligence Teams to continue our journey towards best-in-class customer experience and quality, workforce availability, efficiency and cycle times.

  • Strategic Transformation– Lead key initiatives across Alberta and Western Canada that are in support of CSD’s strategic plan realization

Responsibilities:

  • Collaborate in partnership with other functional areas including National Learning and Development, National Field Support, CE/Assure, Technology Strategy, Supply Operations, etc. to improve our ability to deliver best-in-class Internet and TV products and services to our customers

  • Create a strong performance culture and deliver operational excellence as measured by technician 5-star top-2 box scores, customer appointments met, start-of-day excellence, strong yield on truck rolls, first-time order and repair success, efficient field resource utilization, financial targets and team engagement.

  • Drive CSD’s rushmen team mandate to transform customer experience by enabling a timely response to:

o Customer escalations

o Chronic repairs/outages

o Peer coaching on troubleshooting best practices

o Course development and facilitation

o Ongoing support for our Optik roadmap via participation in new product integration pilots/trials

  • Build and lead a high performing management team to deliver operational excellence

  • Build strong team engagement by creating a Customers First culture that is underpinned by recognition and coaching; and the use of fair process principles to drive operational and work process improvement

  • Deliver on our community engagement objectives by participating in the region’s ‘We Give Where We Live’ strategies to create a sustainable competitive advantage for TELUS in the communities we live and work in

  • Understand, contribute and operate within TELUS' labour relations strategic framework

Required Skills & Abilities:

  • Sound analytical skills with the proven ability to leverage these skills in support of business decisions and business case development

  • Excellent communication Skills – the ability to succinctly and clearly explain tactical plans, expectations and strategy to your frontline teams and managers, as well as to your peers or to your supporting executives

  • A proven ability to work within and lead teams in a constructive, co-operative and respectful manner

  • A bias for action – the ability to not only plan and delegate, but to lead and/or take the initiative to ensure that actions and projects are on track

  • The ability to lead and develop a high-performance team in a deadline-oriented business

  • A demonstrated track record of mentoring and developing talent to achieve next-level performance and take on leadership responsibilities both within their respective peer groups and in other teams

  • Experience in managing and leading in a unionized environment is considered an asset

Required Professional Designation/Certification:

  • Bachelor’s degree in Business or Engineering, or equivalent education and/or experience

  • MBA would be considered an asset

Required Experience:

  • Minimum 5-7 years’ experience managing a team in a customer centric environment related to service, sales, production or service delivery

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

The TELUS team is as diverse as the society we live in and the customers we serve. We're also passionate about creating success for our customers, our shareholders, our communities and our team. And we do so by living theTELUS valuesand delivering on ourCustomers First commitments.

Do you share our passion?

At TELUS, you create future friendly® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Title: Director - Customer Solutions Delivery Edmonton

Location: CAN-AB-Edmonton

Requisition ID: SEC02881-16