Be responsible for the overall execution of the business unit objectives and strategies for Shared Services. The incumbent manages the achievement of positive results for the overall customer experience, he leads both direct reports and matrix-managed work teams to develop and implement service operations excellence initiatives.

• Manage the service center ensuring high quality service delivery that meets service level agreements and achieves productivity, efficiency and key performance indicator (KPI) targets for each customer, with a focus on fast, accurate and complete processing of transactions and excellent customer service;
• Ensure effective service delivery within budgetary and resource parameters; implement adequate controls and audits and assign appropriate responsibilities for cost management and transparency. Develop operational budget and financial planning; conduct analyses as necessary to adjust operations to achieve financial objectives;
• Manage customer relationships as the primary point of contact to maintain alignment, communication and responsiveness to changing process, system and service needs. Develop and maintain synergies between the Service Center and other business units, including General Services, to improve overall business effectiveness and efficiency;
• Manage the execution of all people-related processes, including talent sourcing and management, performance management, training, communication, policy and practice consistency and recognition;
• Provide leadership and direction to the supervisory team, regularly communicating expectations, ensuring that department performance goals are clearly presented and understood, that business unit results are prioritized and achievable, and that all efforts support the drive to provide exceptional customer service through adherence to quality standards and performance measures;
• Establish and maintain a positive and collaborative work environment that promotes quality and commitment to our customers and a team-oriented approach in all actions;
• Assign and delegate work to team members by managing the team’s daily workflow, adjusting assignments as needed to cover volume fluctuations, employee absences, and other changes as they occur; collaborate with other entities for optimal efficiency/performance;
• Achieve the center’s financial goals by accurately estimating needs, preparing an annual budget, planning expenses, analyzing variances and being proactive in initiating corrective measures;
• Ensure that work performed is consistently in compliance with written and oral work instructions, process flows, training plans, appropriate audit controls, capacity models, transaction fees, and service level agreements. This includes random spot audits of processes and system data to ensure integrity;
• Recommend system improvements, programs and projects that will improve productivity, efficiency, cost management and overall call center performance;
• Provide operational support and guidance to ensure each team has all the tools, skills and training needed to achieve established service level agreement objectives;
• Review and evaluate profitability, consistency, quality, accuracy and performance against company standards and take necessary action to correct deviations;
• Manage problem escalations, day-to-day problem resolution (standard and complex) and development and monitoring of all necessary action plans to ensure service level requirements are met and operational processes are continually improved;
• Work with business unit leaders to establish and maintain high levels of internal and external customer service and touch points;
• Ensure consistency in the resolution of sensitive and/or volatile employee situations and respond with discretion and confidentiality across all service centers;
• Achieve call center human resources objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, evaluating and reviewing job contributions; planning and reviewing compensation measures; implementing policies and procedures;
• Perform regular gap analyses to identify needs for service expansion or process changes.

• Hold at least a Master’s degree in Business Administration, Science, Finance, Marketing or a related field;
• Have at least eight years of professional experience in logistics, procurement, contact center management, Marketing, Project Management. Sales experience is an asset.
• Have held a position of responsibility for at least 3 years;
• Speak French and English fluently.