Director - Customer Service Delivery - Victoria

IMPORTANT: In order to be considered for this position you must apply online at: http://www.directjobs.ca/Search/ViewJob.aspx?id=2406

Position Overview
You are a catalyst.
You enjoy the challenge of leading managers.
You thrive on creating contagious behaviours.
Yet most of all you identify and eliminate roadblocks that restrict both customer and employee satisfaction without leaving a trail of collateral damage.

Dealing with change, ambiguity and organized labour, you will be responsible for leading a portion of our field operations team and guiding managers as they direct high performance, customer-focused delivery teams. Encompassing both B2C and B2B models, this role is an opportunity to improve the delivery of services, ranging from installation and repair through to delivering new technologies like internet TV.


Responsibilities
Using a high performance operational model, you'll lead service managers and technicians who deliver and support residential and business customers. Within that model, you'll ensure that the company delivers as promised and maintains a customer-focused achievement model that increases market share. Yet it is also your responsibility to maintain a high service standard for both internal and external customers while the Telecommunication network within your region is constantly evolving to meet the strategic goals of the company

Within the corporate structure and guidance, the budget is your P&L. In this role, leadership includes coaching managers and frontline teams to balanced achievement in quality, productivity, revenue generation and operational expense control.


Demonstrated ability to lead / create high performance (cross-functional) teams
Maintains standards of high performance despite changing business conditions
Seeks and acts on customer input
Demonstrated sound business judgment, considering all aspects (i.e. financial, risk, people, customer, strategy)
Displayed trust, honesty, integrity & ethical conduct at all times
Excellent organizational and planning skills, capable of producing quality results within aggressive timelines.
Extraordinary interpersonal skills.
Outstanding written and verbal communications skills.
Proven experience in strategic development of business solutions.
Superior client service philosophy and client retention capabilities.


Required Professional Designation/Certification
Bachelors degree or the equivalent in experience and self study; Masters Degree preferred


Required Experience
10+ years directly relevant experience, of which
3 years should be in a hands-on management capacity
2 years in a mid-level management role.
Demonstrated corporate leadership
Consumer and business facing experience

Desired Experience
In-depth knowledge and field experience in an Operations function (including relevant experience in Network, Installation and Repair, Electrical, Construction & Data Services)
Telecommunications industry knowledge with a specific focus on delivery

-----------------------------------------------------------------------------------------------------
Job Seeker: 24x7 Extended Job Search and Job Alert only at http://www.DirectJobs.ca
Employer: Visit http://www.DirectJobs.ca for FREE UNLIMITED JOB POSTINGS