Senior Strategy Manager

Description

Join our team

Our team works in a fun, innovative and challenging environment that directly influences the strategic direction and performance of the Customer Experience business. We are responsible for the Resource planning functions of Strategic Resource Planning, Operational Resource Management, Performance Analytics and Vendor Strategy & Governance.

You will work closely with our stakeholder teams to deliver on our strategic objectives; our key stakeholders and partners include Operations, Marketing, Finance, and Technology Transformation to name a few. We provide opportunities for you to excel and show your stuff - work on high-value and high-visibility projects. This team has flexible work styles with the ability to work in and out of the office.

Here's the impact you'll make and what we'll accomplish together

As someone who perpetually takes initiative and applies your consulting skills to support our executive leadership team in attaining our objectives of improving our customer experience while maintaining a competitive business performance cost structure.

Here’s How:

• Act as an advisor by collaborating with teams as needed for strategy development, communications, presentation development and opportunity assessments
• Participate in preparing and providing supporting information for Health Board, Strat Check, Scorecards, Events and other corporate priorities
• Develop strong relationships with stakeholders at all levels of the organization – be someone who can advise and shape strategy by influencing without authority
• Demonstrate initiative, flexibility and ingenuity with the ability to effectively achieve organizational established goals and objectives
• Lead change and redirect focus to fit business strategy with an entrepreneurial approach to getting results delivered
• Continuously improve your skill set and our team’s processes to optimize the strategy development and communication, project management, stakeholder engagement and analytical support

Qualifications

You're the missing piece of the puzzle

• 5-8 years of work experience developing and leading strategy in a large organization; previous consulting/professional services experience is very desirable
• Knowledge of NICE WFM, collective agreements, scheduling, and shrinkage is an asset
• Possess the ability to craft a compelling narrative to drive both internal and external socialization grounded by strong verbal, written communication and effective presentation skills
• Visionary, innovative, forward-thinking and customer focused
• Ability to craft future-facing business models and business case to size and realize opportunities
• Ability to extract data from various systems, transform and clean data, and load into an ever-evolving model
• Strong knowledge of call center operations
• Experience in driving enterprise-wide programs and integrations