Telecom General Manager - Cust. Solution (Fort McMurray, Alberta)Posted: About 4 years ago
Location: Fort McMurray, AB, Canada Map it!
As a senior leader within the Customer Solutions Delivery (CSD) area, the General Manager is responsible for leading the installation and repair (I&R) teams as well as the cable repair teams.
These teams focus on delivery of our mass-market consumer services and maintenance of our outside plant infrastructure within the region. As a GM, you will lead a team of managers while concentrating on managing customer experience in the field, overseeing effective service delivery and fulfillment, ensuring efficient operations, and driving the overall penetration of our consumer services within the area.
The GM is required to provide local executive presence for the region and work closely with remote peers to ensure engagement across local teams, provide leadership for the clientâ€™s local community activities, and represent our client within the communities across the region. As such, this position will be responsible for:
Team Member Engagement - Drive the successful execution of our corporate programs with the region such as Day of Service, Dollars for Dollars and others as required.
Community Engagement - As the Senior Leader for our mobile client in Fort McMurray and Northern Alberta, it will be imperative for you to integrate yourself into the business leadership community within the RM of Wood Buffalo and to develop relationships with the municipal governments and officials across the North. You will also handle local media interviews on behalf of Media Relations when required.
Point of Escalation - You will be a point of escalation for local communities, community organizations, municipal governments and key Enterprise and business customers within your region, as well as for all business units within the client as they relate to Fort McMurray.
Reporting to the Vice-President, Home Team CSD-AB, the General Manager will be specifically responsible for:
*Identifying strategic network opportunities and influencing planning process to ensure optimization of ROI on capital investments
*Promoting a high performance culture that encourages the CSD-AB team to create a competitive advantage for our customers
Guiding, coaching and transforming our skilled technical workforce as we transform the Future Friendly customer experience to include solution selling
Ensuring employee engagement, support and recognition is a priority and carried through at all levels within CSD-AB
Building and leading a high performing team of CSD-AB Managers to deliver operational excellence
Driving results that meet the strategies as outlined in the CSD-AB business plan
Increasing efficiency and effectiveness of CSD-AB through the development and deployment of standardized best practices across your peer group in CSD-AB and BC
Understanding, contributing to and operating within labour relations strategic framework
Collaborating with our channel partners to ensure successful sales execution within geography
Required Skills and Abilities:
*Strong leadership and team skills; an effective motivator of people with the ability to create not only a high performing culture, but also a culture of teamwork and empowerment for our frontline team members and managers
*Strong sense of personal and business integrity; commitment to ethical business behaviour
*Demonstrated ability to take ownership of issues and ensure they are resolved
Demonstrated ability to communicate ideas, project and process concepts with ease and clarity
Ability to coach and mentor in an environment where fundamental shifts are required in what and how we do business
Able to contribute toward a transition of the team to being highly customer focused
Demonstrated ability to take on a challenge and work effectively under high levels of change
University degree from a recognized educational institute
MBA is highly desirable
*Strong desire to 'Give Where We Live'
*Demonstrated experience managing geographically dispersed teams
Minimum of 5 yrs operational leadership experience in a senior management position
Demonstrated leadership experience and understanding of service assurance, service delivery, and service fulfillment processes and technologies
Demonstrated history of being able to execute on objectives while achieving desired time, quality, and cost standards
Experience in the telecom voice/internet industry is strongly recommended