General Manager - Toronto, ON

Description

Your amazing career starts here. 

At TELUS, we’re a people-first, customers-first, purpose-driven team working every day to innovate and do good. Join us, and let’s make the future friendly, together.

Our team and what we’ll accomplish together

Working closely with our colleagues across TELUS, the Customer Solutions Delivery (CSD) team’s mission is to create a connected world where our customers live and thrive. We are accountable for installing, maintaining and supporting TV, Internet, Home Phone and SmartHome Security services while driving future growth for TELUS leveraging our products to connect customers to the people they care about most.

We are dedicated to ensuring that we always put our customers first. As the face of TELUS in our communities and trusted advisors in the home, our technicians provide unparalleled experiences and personalized recommendations to help our customers receive the full benefits of our ever-evolving suite of products and services.

With team members and partners across Canada, the CSD team is working in our communities to ensure a full portfolio of communication and entertainment services for the benefit of our business and customers.

What you’ll do

• In this role, you will be the enabler through which TELUS interacts and influences partners and stakeholders in the communities within your broad and diverse region
• You will serve as a passionate customer advocate and the single point of contact for municipal, provincial and federal government agencies and representatives, non-profit/charitable organizations, and local media, especially during community-impacting events and emergencies (e.g. floods and fires)
• You will focus on continuous market share and product intensity growth for residential and small business customers, and beat our competition in each region we serve
• You will inspire, coach and motivate a team of Community & Service Excellence Managers, Technicians, and Partners throughout your region, enabling a culture of safety, innovation, collaboration and well-being
• You will nurture our talent pipeline; coaching and developing our top talent with an unwavering commitment to enhancing the diversity of our team to reflect the communities in which we serve
• You will drive local market outcomes integrating deeply and meaningfully in the communities where you live, work, and serve
• You will have direct influence for regional profit and loss, with accountability to deliver on numerous financial, performance, customer satisfaction, and team engagement metrics
• Connecting with community leaders, organizations, and government representatives as the face of TELUS – bringing to life the TELUS values and strategy in the communities in your region
• Partnering with marketing to create and execute master community plans that leverage our PureFibre investment to transform the communities we support
• Creating and supporting a high-energy, results-oriented, inclusive work environment that encourages your diverse team to give their best to their customers, to TELUS, to their community, and ultimately to our shareholders
• Fostering a constructive, growth-oriented performance management culture through the use of TELUS management tools and processes
• Partner with the National Resource Strategy team to maximize the availability and productivity of your workforce to ensure the best possible service experience for our customers
• Participate in community boards, activities, and events as needed to support the TELUS values, connect with our communities, and continuously learn to improve our customers’ experiences

Qualifications

What you bring
 

• Degree in Management, Business or related Technology (Masters Degree or MBA is preferred)
• 10+ years’ experience of managing a team in a customer service, sales, production or service delivery environment
• The ability to inspire, lead and develop a high-performance team in a results-oriented business, with experience leading in a unionized environment
• Excellent communication skills – the ability to succinctly and clearly explain tactical plans, expectations and strategy to your frontline teams and managers, peers, and executive leaders
• An effective collaborator – the ability to cultivate and sustain productive relationships with key partners and leaders within TELUS, and key influencers and administrators of the communities that we serve
• Public speaking & media relations expertise and experience preferred

 
What YOU get: 

• A high profile role, connecting TELUS and our communities to drive business and customer outcomes
• Full accountability for all business disciplines within your region and portfolio
• The usual TELUS stuff: great pay, profit sharing bonus, stock purchase plan, dedication to team engagement; career development, flexible benefit plan with many creative options and programs, DC Pension, flexible work styles, and more!