Senior Manager

MAIN RESPONSIBILITIES

• Customer Journeys and Process Definition:
• Define and enhance customer journeys across satellite telecom services, ensuring a seamless and intuitive user experience.
• Streamline operational processes to optimize service delivery and responsiveness to customer demands.
• Drives business to align on needs and buy-into new concept of operation, documenting highly complex processes.
• Hands-on manager, ensuring thorough and quality documentation with a focus on processes and requirements. Identifies priorities, gaps, and opportunities.


• Business Requirements Management:
• Collaborate closely with business stakeholders to understand and document requirements specific to satellite telecom operations.
• Provides thought leadership to stakeholders by anticipating their potential needs while also holding business leads accountable for requirements.
• Translate business needs into comprehensive business requirements, ensuring alignment with strategic objectives and operational efficiency goals.


• User Acceptance Testing & Change Management:
• Work with IT to test implemented solutions to ensure the solution meets the true needs of the business.
• Lead change management effort to onboard and train business users to use the tools.


• Workflow Improvement and Simplification:
• Identify opportunities to streamline workflows and processes, focusing on operational excellence and cost-effectiveness.
• Implement improvements and monitor their impact on business operations and customer satisfaction metrics.


• Team Leadership and Stakeholder Coordination:
• Lead a team of business analysts and operations specialists, providing mentorship and guidance to drive high performance and cross-functional collaboration.
• Coordinate effectively with IT teams, product management, customer service, and other stakeholders to prioritize and deliver on business objectives.
• Manage and build the BizOps team, hiring as needed.


• Operational Performance Monitoring:
• Define and monitor KPIs to assess the performance of business operations and customer service delivery.
• Analyze data and trends to proactively identify opportunities for improvement and ensure continuous enhancement of operational effectiveness.

EDUCATION & EXPERIENCE REQUIRED

• Experience
• At least 10 years relevant experience
• Experience in program/project management, business requirements management, process definition, change management
• Experience in Telco business support systems (BSS): CRM, CPQ, product catalog, quoting, order mgmt., revenue mgmt.., billing, customer service delivery/assurance
• Demonstration of leading teams to independently think and vet systems to ensure design meets business objectives
• Track record of leading cross-functional teams and managing complex projects from conception through implementation and optimization
• Experience in Netcracker, Amdocs, or SAP BSS preferred. Alternatives that would be favourably considered include implementation experience with Oracle/SAP/similar large-scale ERP or Customer Information Systems (CISs) for Utility, Telco, and Insurance clients.
 
• Education
• University degree Business Administration, Information Technology, or related discipline(s)
• Certifications in Lean Six Sigma, Business Process Management, and ITIL v4 preferred. Nice to have PMP, PROSCI or ACMP


• Specialized Knowledge, Skills and Abilities
• Highly organized individual who can direct multiple streams of activities in a fast-paced environment
• Ability to prioritize high-impact activities and decisions from “noise” , managing scope and justifying changes to scope based on business case; Ability to prioritize opportunities, needs and resources
• Attention to detail to ensure that systems, information, and data come together to meet business objectives
• Ability to negotiate with business stakeholders to define must-haves from nice-to-haves
• Ensure quality and thoroughness of business requirements, employing various methods to look for gaps
• Communication skill to set expectations with internal stakeholders and vendors
• Project management skills to ensure coordination of high-quality deliverables
• Strong oral and written communication skills with demonstrated ability to communicate effectively with management and leadership/stake holders across an organization
• Fluent in English

WORKING CONDITIONS

• Ability to work in Canada
• Ability to work onsite at Headquarters in Ottawa five-days per week
• Occasional travel (about once in 2 months) to Telesat offices