Customer Service & Assurance Manager (Bi-lingual) Toronto

  • Location

    Mississauga, Canada

  • Sector:

    Business Analysis

  • Job type:

    Temporary

  • Contact:

    Joy Chandel

  • Job ref:

    15276

  • Published:

    5 months ago

  • Duration:

    96.0

  • Expiry date:

    2021-09-30

  • Startdate:

    2021-09-20

Temp/Contractor Role:
Position - Customer Service & Assurance Manager, (Bi-Lingual)
Location; Toronto GTA (hybrid) On site & Remote
Hours: 40 hour per week (8:30am to 5pm) (Mon-Fri)
Travel; Minimal local travel 10% of the time
Pay Rate: $45.00/hour 
Start Date: Approx Sept 15/21 or ASAP
End Date: Long Term - 2 years +
Job Description:
Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.

Role & Responsibilities
Leads and develops product support or solution(s) planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes. Represents services on product or solution core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral.
  • Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.
  • Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth.
  • Utilizes in-depth understanding of customer business and complex requirements to develop business case, validate the solution, and demonstrate services added value.
  • Utilizes technical and business skills to lead complex cross- functional activities that drive continuous growth of the services business.
  • Provides mentoring and guidance to peers and lower-level employees
Required Skills
8 years of established, proven track record in Service Business Management.
  • Basic experience in one of the related disciplines of delivery, solution architecting or business planning prior to taking business management role.
  • Required Skills:
  • Full fluency in English and French (read, write, speak)
  • Medium to high knowledge of IT and services industry.
  • In-depth knowledge of company organization and policies, company's services offerings, end to end processes, tools, and routes to market.
  • Problem detection and analysis of root cause.
  • Proven ability to lead teams to achieve results, exercise independent judgment and handle unique situations to accomplish goals in tight time frames.
  • Demonstrated skills in planning and financial analysis.
  • Medium level of planning, project management and change management skills. Project and change management training and certification as appropriate.
  • Good presentation skills. Ability to influence different functions, geographies, and the ability to build strong consensus. Impacts internal and external clients on WW basis.