Job Description

Operations Manager - Service

Posted Date: Feb 23, 2023

OPERATIONS MANAGER - SERVICE

Location: Regina, SK

Type of Position: Permanent Full-Time

Number of Positions: 1

Salary: $88,725.00 - $118, 301.00

Close Date: March 10, 2023

POSITION OVERVIEW

Accountable for the effective and efficient delivery of communications services to a diverse group of customers. As SaskTel\'s management representative in the community, accountable for interfacing with customers on all business issues, establishing and maintaining a strong presence in the community and increasing awareness of SaskTel, its products and services. Provides decisive hands on leadership and mentorship to employees within the geographical location. Accountable for coaching employees on methods and procedures for installation, maintenance and creating customer loyalty. Actively demonstrates the corporate core management competencies. Accountable for achieving a high level of customer satisfaction by working with construction, network, service and sales teams both in and outside the district.

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. Provides expertise to senior management providing education, studies and consulting on opportunities that will impact business strategy. 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

• Maximizes SaskTel\'s profitability through the development of professional business relationships, establishing and maintaining a high level of presence in the community, and by increasing awareness of SaskTel and its product and service offerings.
• Accountable for cost effective project management and planning, organizing and directing all operations with respect to implementation of network elements, outside plant facilities and customer owned and maintained equipment, while meeting or exceeding quality standards.
• Accountable for developing solutions and coordinating emergency restoration of network elements, outside plant facilities and customer premise equipment ensuring customer expectations and service levels (CRTC) are met, 24 hours a day, 7days a week
• Represents SaskTel in a professional manner when interfacing with customers as required to explain pricing policies, corporate policies, work procedures, new products and services or addressing concerns.
• Works as part of larger team (NPO, Dispatch, BCIC, and Provincial Coordination), to implement cost effective, seamless end to end services for customers.
• Accountable for providing decisive hands on leadership and mentorship to employees within the geographical location.
• Accountable for coaching employees on methods and procedures for creating customer loyalty.
• Actively demonstrates the corporate core management competencies
• Achieves short and long-term corporate objectives, by acquiring, selecting, and motivating people. Develops and sustains a level of core competency among staff.
• Maintains cost effective and efficient operations by managing human resources, materials, equipment and vehicle inventory levels.
• Responsible for achievement of revenue targets and recovering costs where applicable.
• Maximizes profitability through development and adherence to operating, capital and manpower budgets.
• Initiates and manages process and procedural changes in continuing to develop cost effective best practice. Assists in developing process or procedural solutions to ensure cost effective efficient service delivery.
• Demonstrates SaskTel\'s core values and visions.

QUALIFICATIONS * A thorough knowledge of, and considerable experience in Operations and activities relevant to Network, Construction and I&R.

• Strong interpersonal and negotiation skills with the ability to communicate with and influence all levels of the corporation.
• Demonstrated ability to deal effectively and professionally with external customers, contractors and suppliers.
• A strong team leader and team member, able to direct, select, develop staff and influence the performance of others.
• Must demonstrate a strong customer service orientation.
• A good working knowledge of Project Management methodologies and practices.
• Working knowledge of contracts and contract administration
• A good working knowledge of computers and related programs is essential.
• A general knowledge of Marketing and Sales practices and procedures.

About SaskTel
SaskTel is the leading Information and Communications Technology (ICT) provider in Saskatchewan, with over $1.3 billion in annual revenue and approximately 1.4 million customer connections including 639,000 wireless accesses, 289,000 wireline network accesses, 289,000 internet accesses, 114,000 maxTV subscribers, and 81,000 security monitoring customers. SaskTel and its wholly-owned subsidiaries offer a wide range of ICT products and services including competitive voice, data and Internet services, wireless data services, maxTV services, data centre services, cloud-based services, security monitoring services, advertising services, and international software and consulting services. SaskTel and its wholly-owned subsidiaries have a workforce of approximately 3,400 full-time equivalent employees (FTEs). Visit SaskTel at www.sasktel.com.

Thank you for your interest in SaskTel - we look forward to reviewing your application!

SaskTel