Telus Manager - Operations (South Vancouver Region) in BC, Canada

Position Overview:

As Manager - Operations, you are responsible for leading, developing and motivating a team of Network Field Technicians in your designated geographical area of BC. As a member of the Network Support and Operations (NSO) team, you are responsible for managing your team to meet our customer experience, network reliability, and financial cost efficiency targets in a safe and effective manner. This role is supported by and reports to the Director of Network Operations – BC.

You will manage and direct activities of technicians on a variety of equipment covering an inclusive assortment of telecom/network technologies. You will ensure compliance with established process and procedures and represent the company as a single point of contact for your region. You will ensure that services offered meet customer expectations and are aligned with the collective agreement and organizational goals. You are responsible for overall customer satisfaction and representing TELUS in the communities located within the geographic region under your support.

Responsibilities:

  • Lead, manage and direct, the ongoing operation, administration, commissioning, and maintenance of core and edge network assets for all technologies across the local, regional (and sometimes national and international) networks; the objective is to ensure uninterrupted service to TELUS customers

  • Provide guidance, business and technical support to ensure proactive and reactive network operations, administration and maintenance functions

  • Ensure 7x24 responsiveness, network performance levels, operating costs, cycle times, and client satisfaction meet or exceed all targets and expectations in the assurance of TELUS national network infrastructure

  • Eliminate risks, reduce customer impacting outages and restore service and deliver contracted service levels

  • Improve the effectiveness and efficiency of work for customers and team members in the areas of service assurance, delivery, fulfillment and provisioning; this often has to be done within the architectural, administrative, and budgetary constraints

  • Provide effective feedback and act as a liaison and consultant for stakeholders who design and architect solutions and recommendations for TELUS networks

  • Oversee and support the implementation of large network installations, ensuring operational readiness in terms of team member levels, skills, tools, and processes

  • Build and sustain solid TELUS/Vendor and TELUS/Contractor partner relationships and complement processes which effectively support our customers and our business

  • Responsible for adherence to TELUS Health and Safety regulations and procedures

  • Ensure each team member understands their role and responsibilities, set personal performance objectives complimenting overall departmental goals, support personal development plans facilitating individual career growth

Required Knowledge:

  • Demonstrated people leadership and organizational development experience

  • Knowledge of principles involved in field force management for getting the correct combinations of skills, tools, and materials to the right place at the right time

  • Business process design experience including developing and implementing cross-departmental process improvements

  • Experience in managing service providers, outsource contracts and managing contract performance

  • Knowledge and experience with FTTH, Optical, telecommunications and IP network infrastructure would be an asset

Required Skills & Abilities:

  • Demonstrated people leadership and project management skills for both management and bargaining unit settings

  • Developing team's personal performance development through mentoring and performance feedback

  • Must be able to effectively mediate complex, high risk or sensitive issues or situations impacting TELUS brand, media and customers

  • Demonstrates the ability to quickly assess problem situations and make rational decisions

  • Demonstrates a solid understanding of the labour relations environment

  • Sound analytical skills and the ability to use these skills to support various business decisions or proposals

  • Thinks “out of the box” and encourages others to do so

  • Skilled in leading vendor negotiations, working to resolution of interpersonal conflicts, and negotiating customer commitments

  • Excellent communication skills - the ability to succinctly and clearly explain tactical plans, expectations and strategy to a front line team as well as to your peers or to your supporting executives

  • 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

  • Self-starter with ability to prioritize and handle multiple tasks, including potentially competing/conflicting priorities and time pressures

  • Strong sense of urgency and drives issues to closure

Required Professional Designation/Certification:

  • Bachelor's Degree in Computers, Electronics, Telecommunications, and Management strongly preferred

  • MBA would be an asset

  • Knowledge of ITIL/Six Sigma or PMP would be an asset

  • Professional/Technical accreditation or certification in Telecommunications would be an asset

Required Experience:

  • Experience working in a technical operations/field environment

  • 3 or more years of proven team leadership experience

  • Experience working in a bargaining unit environment would be an asset

  • Proven track record of strong leadership and operational excellence

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,youcreate future friendly® possibilities.

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

Title: Manager - Operations (South Vancouver Region)

Location: CAN-BC-Vancouver

Requisition ID: SEC02879-16