Vice President, Operations

Reporting to the President, the Vice President Operations will lead the development and execution of Northwestel’s end-to-end customer operations.

The Vice President Operations is accountable for operations and future vision for our contact centres, field and network operations across all geographic regions in which Northwestel operates. The incumbent will also act as the point of contact for escalated or unresolved customer issues. This position is a member of the Northwestel Executive team and has significant interaction with the public and key stakeholders in our communities.

This position has the following direct reports:

Senior Director, Network and Field Operations, is responsible for the day-to-day operations of Network Operations and Outside Plant, facilities maintenance, repair and installation of new services. Ensuring strict adherence to current Change Management policies and procedures to minimize impacts caused by changes to the network(s) within Northwestel. Serves as the central point of escalation within Northwestel for all network issues, outages, and threatening conditions ensuring the resources required to address such issues are brought forth and addressed in a timely manner to ensure customer satisfaction.

General Manager Nunavut Operations is responsible for managing the activities and the resources necessary to ensure the network utilization and availability is maximized and operating at the established performance and service levels in the eastern Arctic. Responsible for the integrity of the network accomplished through involvement in the administration of the physical assets and personnel involved in the construction, maintenance and operation of the network. Provide support as necessary in developing and implementing programs and strategies that will drive sales of Northwestel's products and services and enhance Northwestel's image and relationships in Nunavut.

Director Customer Service Operations has full operational responsibility for the Customer Care departments who provide support to our residential and business customers within Northwestel’s Operating territory.

Specific Accountabilities

• Lead, engage, coach and develop the Director team within the Operations business unit to deliver on the annual business plan, the building of capacity within their teams, and the development of long-term strategic plans in support of Northwestel’s strategic initiatives and overall corporate goals.
• Develop and monitor appropriate key performance indicators and benchmark with best performance practices for call centers. Implement strategies to improve performance when it is below target.
• Responsible for the business unit financial objectives; including revenue and subscribers, operating expense and network capital expenditures.
• Apply and support best practices in developing customer-oriented employees, processes and practices within the Company.
• Use feedback and statistics from monthly customer surveys to develop strategies to improve customer satisfaction.
• Enhance relationships in the community, with key business and government leaders and build community leadership capacity as part of general executive accountabilities.
• Partner with Human Resources to develop and implement Human Capital planning for the Operations organization on an annual basis.
• Actively apply performance management practices to help develop and grow your teams.
• Ensure that our daily operational practices, with respect to servicing customers, meet or exceed our CRTC regulatory requirements.
• Effectively perform administrative duties such as budget forecasting and monitoring.
• Actively participate in the Health & Safety program by working in compliance with OH&S Acts and Regulations, completing required training and reporting immediately to your supervisor or Workplace H & S Committee member any work-related hazards and concerns.
• Knowledge of Canada’s North, its unique history, geography and cultural diversity with an ability to relate effectively to customers from varying social, economic and cultural backgrounds will be considered an asset.
• Other related duties as required.

Knowledge and Skills Required

• A minimum of a bachelor’s degree in business, finance, marketing or engineering with a minimum of 15 years’ progressive leadership experience in customer operations.
• Experience specifically in the telecommunications industry is preferred.
• Presentation, project management, analytical and interpersonal skills are also required.
• Expertise in process analysis, strategic planning and change management, business acumen and a commitment to ongoing learning, growth and development.
• Strong relationship builder with the ability to establish and maintain strategic internal and external partnerships.
• Exceptional people leader with demonstrated skills to attract, develop and engage talent across various geographic locations and work styled environments.
• Outstanding business acumen with the ability to anticipate and develop strategies in a rapidly evolving telecommunications industry.
• Experience developing innovative approaches to procurement and other sourcing strategies along with commensurate risk management skills.
• Ability to think strategically and act tactically.

What We Offer You

• Team Incentive Bonus
• Paid Vacation with a Vacation Travel Allowance
• Work-Life Balance
• Community Involvement

Employment Equity

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Please clearly indicate on your application if you are an Indigenous person, a woman, a person with a disability, or a visible minority if you wish to receive hiring preference.

Closing

Applications will be reviewed as they are submitted. Posting will remain active until the position is filled.