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Specialist, Operations Effectiveness
at MTS in Toronto, ON, CANADA
Accountability/Position Summary
The Specialist, Operational Effectiveness is accountable for maintaining the governance of Master Schedules, responsible for analyzing and reporting on operational volumes, FTE, quality metrics and other pertinent key metrics. The specialist is also accountable for performing MOS compliance audits and activity spot checks to assess accuracy of the documented reasonable expectancies (REs). The specialist is also accountable and responsible for Benefit Tracking (pre-initiation and post implementation) of all projects indented to reduce lost time, modify the REs and/or change the elapse time of activities. Finally, the specialist is accountable to maintain the governance and integrity of the Management Operating Systems (MOS) across all of ESD.
Each Specialist will be customer focused on a group(s) of internal organizations eg: customer operations, Network, IT, etc.
Key Responsibilities
• Maintenance and Review of all Master Schedules. Working with their clients to understand their REs, volumes, FTEs and other key indicators to ensure continuous improvement in these areas. Using validated data to drive assumptions to ensure decisions are based on facts.
• Maintaining governance of MOS (Management Operation Systems) – working with their clients to continuously improve the tools to enhance the MOS.
• Maintaining governance of MOS (Management Operation Systems) – performing MOS compliance audits and spot checks on REs (reasonable expectancies).
• Monthly results reporting and analysis – development of manager, director, VP, CEO reporting to increase accuracy, transparency and uniformity of key operational metrics. Metrics include: efficiency, productivity, performance, lost time, etc
• Benefits Tracking: using a business case template, tracking the financial benefits of any initiative that changes the REs, lost time or elapse time for any of their client’s initiatives both pre-implementation and post implementation.
Specific Functional/Technical Knowledge and Skills
• Financial Analyst background or related work experience a definite asset
• Analytical and problem solving skills, effective organization and planning skills
• Experience in providing on the job training
• Experience with Call Quality monitoring techniques, tools and systems
• Prior management experience an asset
• A variety of experience within and/or across business units an asset
Other Skills/Competencies/Attributes
• Excellent interpersonal skills with the ability to influence positive outcomes relating to performance improvement initiatives.
• Demonstrated ability to successfully work well with others in a team environment.
• Have proven experience developing and maintaining collaborative business relationships.
• Have a sound understanding of the elements of Active Supervision.
• Exceptional written and oral communication skills, including experience delivering presentations to all levels of management.
• Have proficiency with office productivity tools with emphasis on Excel, Powerpoint, MSAccess (an asset)
• Have demonstrated ability in the MTS Core Competencies.
• Bilingual in French/English is an asset.
Education & Certification
• Post secondary education in Business or Management and/or Project Management, or an equivalent combination of education and related work experience
Experience
• Productivity Measurement (2-5 Years)
• Telecom Industry (2-5 Years)
• Financial Analyst related experience (2-5 Years)
Allstream is an Employment Equity Employer and values a diverse workforce. Allstream will provide reasonable accommodation to applicants with disabilities. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self identify in the application process.
The Specialist, Operational Effectiveness is accountable for maintaining the governance of Master Schedules, responsible for analyzing and reporting on operational volumes, FTE, quality metrics and other pertinent key metrics. The specialist is also accountable for performing MOS compliance audits and activity spot checks to assess accuracy of the documented reasonable expectancies (REs). The specialist is also accountable and responsible for Benefit Tracking (pre-initiation and post implementation) of all projects indented to reduce lost time, modify the REs and/or change the elapse time of activities. Finally, the specialist is accountable to maintain the governance and integrity of the Management Operating Systems (MOS) across all of ESD.
Each Specialist will be customer focused on a group(s) of internal organizations eg: customer operations, Network, IT, etc.
Key Responsibilities
• Maintenance and Review of all Master Schedules. Working with their clients to understand their REs, volumes, FTEs and other key indicators to ensure continuous improvement in these areas. Using validated data to drive assumptions to ensure decisions are based on facts.
• Maintaining governance of MOS (Management Operation Systems) – working with their clients to continuously improve the tools to enhance the MOS.
• Maintaining governance of MOS (Management Operation Systems) – performing MOS compliance audits and spot checks on REs (reasonable expectancies).
• Monthly results reporting and analysis – development of manager, director, VP, CEO reporting to increase accuracy, transparency and uniformity of key operational metrics. Metrics include: efficiency, productivity, performance, lost time, etc
• Benefits Tracking: using a business case template, tracking the financial benefits of any initiative that changes the REs, lost time or elapse time for any of their client’s initiatives both pre-implementation and post implementation.
Specific Functional/Technical Knowledge and Skills
• Financial Analyst background or related work experience a definite asset
• Analytical and problem solving skills, effective organization and planning skills
• Experience in providing on the job training
• Experience with Call Quality monitoring techniques, tools and systems
• Prior management experience an asset
• A variety of experience within and/or across business units an asset
Other Skills/Competencies/Attributes
• Excellent interpersonal skills with the ability to influence positive outcomes relating to performance improvement initiatives.
• Demonstrated ability to successfully work well with others in a team environment.
• Have proven experience developing and maintaining collaborative business relationships.
• Have a sound understanding of the elements of Active Supervision.
• Exceptional written and oral communication skills, including experience delivering presentations to all levels of management.
• Have proficiency with office productivity tools with emphasis on Excel, Powerpoint, MSAccess (an asset)
• Have demonstrated ability in the MTS Core Competencies.
• Bilingual in French/English is an asset.
Education & Certification
• Post secondary education in Business or Management and/or Project Management, or an equivalent combination of education and related work experience
Experience
• Productivity Measurement (2-5 Years)
• Telecom Industry (2-5 Years)
• Financial Analyst related experience (2-5 Years)
Allstream is an Employment Equity Employer and values a diverse workforce. Allstream will provide reasonable accommodation to applicants with disabilities. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self identify in the application process.
Published at 09-03-2010
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