Share this Job

Manager - Business Analysis


Quebec, Quebec, CA

Req ID:  27205
Jobs by Category:  Operations
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular


Do you enjoy working in a diverse and inclusive environment where you can feel comfortable bringing your authentic self to work?

Are you a naturally curious person that believes learning is a continuous journey?

Do you prioritize your well-being and want your employer to do the same?

The TELUS Business Customer Experience (BCX) team knows that we are better together, so join us and together, let’s make the future friendly.

Our team and what we’ll accomplish together

Reporting to the director of the Specialised Solution Delivery & Support team, the Manager – Business Analysis produces advanced business assessments and implementation program to support the delivery of external customer solutions, appropriate decision-making, growth and transformation of the National Service Delivery (NSD) team.  Relationships with internal TELUS teams and certain partners play key roles to formulating recommendations and assuring integrated development of business models and the customer experience. Through analysis of internal and external forces in the environment, the Manager – Business Analysis establishes transformation strategies that strike a balance between systems evolution, business models and the customer experience.  Planning and execution of business transformation and migration models are at the core of their mission.  The successful candidate will represent the National Service Delivery (NSD) team at national TELUS Business Solutions strategic prioritization meetings.

What you’ll do


  • Participate in steering committees to advise, mobilize and authorize recommendations that have an impact on the company
  • Manage the needs of external customers in relation to the organization's internal capabilities to meet contractual agreements
  • Manage the organization through targeted identification and implementation of operating models to transform the organization via excellent change management and maintenance of a first-rate customer experience
  • Manage, lead and support a team of business analysts who develop operating models in close collaboration with operations teams to support transformation of the value chain in terms of processes, procedures and systems
  • Effectively manage a portfolio of multiple projects (capacity, assignment, dashboard, success indicators, etc.)
  • Develop a set of tools, best practices and standards to support achievement of the expected results
  • Recommend innovative development strategies to ensure a successful IT (information technology) transformation
  • Participate in strategic planning of the organizational transformation program and produce the annual and triennial development program for the organization
  • Provide appropriate support for the development of team resources, including new talent and training
  • Participate in development of strategic business plans for the business market


What you bring


  • Skills in business transformation and migration of complex system environments (e.g. Service Now, CMDB, ScienceLogic, etc.)
  • Solid experience and familiarity with telecommunications/IT
  • Experience in change management, transformation of practices, and strategic planning and implementation
  • Ability to anticipate and evaluate risks and emergency plans and ability to manage change
  • Effective problem-solving skills and ability to deal with complex issues
  • Strong personnel management skills (leadership, coaching, training, motivation, setting objectives, performance management) 
  • Proven ability to organize work (planning, delegation, supervision and management of large volumes of work)
  • Solid communication abilities and interpersonal skills
  • General business and financial acumen
  • Knowledge of TELUS systems specific to the business unit



  • University education in a relevant field
  • Minimum 5 years of experience in a similar position
  • Significant experience in delivering external customer solutions
  • Significant business analysis experience with ITIL certification (an asset)
  • Experience in managing multidisciplinary and geographically dispersed teams (unionized team experience a major asset)
  • Bilingual in French and English (spoken and written)
  • Excellent knowledge of technology tools (advanced Excel, PowerPoint, Google suite, etc.)


A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.






We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

Days volunteered in our communities.

Team members that work at home or are mobile.

Million customers that TELUS is serving across Canada.


TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.