Performance Analysis Consultant
Calgary, AB, CA Toronto, ON, CA Vancouver, BC, CA
Description
Join our Team and what we’ll accomplish together
Are you looking for a career building opportunity that will have you engaged with multiple stakeholders throughout TELUS business?
Customer Excellence and Field Solutions within TELUS Business Solutions is reimagining the blueprint of operational excellence to achieve an effective yet distinct competitive advantage for customer support and delivery.
We embrace new team members into our BCX culture and encourage the business to flex and thrive to full capacity with maximum growth and profitability.
As a Performance Analyst Consultant, you will play a strategic role in managing the overall OPEX plan for the entire Customer Excellence and Field Solutions department, staying in lock step with supply and demand as well as the harvesting of operational benefits.
You will analyze trending, cause and effect and root cause to understand the ebbs and flows of our business with a very tight interlock with the operational leadership team and stakeholders from Finance and Product teams.
You will be a centralized single source of truth for establishing a baseline of productivity and operational expectations along with how to accommodate budgetary ad-hoc requirements. This exciting and evolving position will provide you with hands-on involvement in strategic change across our business and a unique opportunity to shape our future.
What you’ll do
- Oversee the Customer Excellence and Field Solutions operational budget from within the business in direct partnership with Finance to ensure alignment and accuracy
- Manage the “source of truth” for FTE count as the team grows or has attrition
- Collaborate with department directors to balance spend and assure budget adherence
- Understand our strategic programs with associated expectations of cost savings or growth demands to ensure budget alignment through accruals and planned seasonality
- You will collaborate with Customer Excellence and Field Solutions leadership and TBS stakeholders to understand the strategic direction of roadmaps and KPIs
- You will review information across multiple data sources to understand triggers and impacts to the business
- You will then share insights, expectations and trending with the operational teams and monitor improvements over time to ensure course correction financially.
- You will oversee reports/dashboards that look at the business holistically across supply and demand, growth objectives and financial reporting to understand the cause and effect of the business
- You will enable the business to make decisions based on analytical insights and they will find opportunities to optimize processes and set expectations
- You will foster trust and build strong relationships to lead through influence across the operational teams to help align on critical decisions and necessary approval across all levels of our organization (Manager, Directors, VPs)
- With your excellent communication skills, you'll be able to articulate the strategic priorities and progress month over month building executive-level content and presentations for your scope
Qualifications
What you bring
- Naturally curious attitude and a determination to work around obstacles
- Excellent collaboration skills as this role will work closely with every area of the operations and our strategic business partners to paint a holistic picture of our finances
- Outstanding financial analytical skills to help deliver results in a complex and ambiguous environment
- Ability to model business demands and associated supply
- Ability to see past the symptom to solve the root cause
- Superior communication and interpersonal skills; collaborative approach
- Ownership mentality, bringing initiative and self-directed exploration to day-to-day activities;
- Ability to effectively manage ambiguity and change
- Capacity to break down and simplify complex, ambiguous problems
- Confidence to adapt to and manage changing (and occasionally conflicting) priorities
- Well-balanced time management skills while maintaining high attention to details
Great to haves
- Experience with visualization tools such as Tableau is an asset
- Strong MS Excel expertise (working with large datasets, formulas, pivot tables etc.)
- Understanding of business models, measures and metrics
- Ability to produce database-driven reports as requested by stakeholders
Required Experience
- Post-secondary degree in Finance, Business or Data Management
- 2-5 years of experience in business analytics