Project Manager, Design and Delivery

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.

If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.

Bell’s forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.

The Project Manager Design and Delivery Leader will be responsible for helping drive Bell’s future Call Center Technology projects. The successful candidate must be a highly motivated analytically driven individual with strong financial acumen and a passion for making things better. If you want to take ownership over large cross-functional investments, drive strategy and gain executive exposure this is a great opportunity to get the needed experience to take your career to the next level.

Key Responsibilities:
Accountable for governance, gating, financial tracking and risk mitigation of an annual multi-million dollar Direct & Technical capital portfolio.

Negotiate and collaborate with our captive and Call Center partners and Bell IT to secure required funding to ensure call center & customer experience continuity and security compliance

Take an analytical approach to evaluate projects call center impacts, build business requirements, and involve many operational teams such as, communication teams, planning teams and other key stakeholders. Perform data collection plans and analysis

Effectively engage, lead and influence cross functional teams to deliver highest level of quality on all projects within committed timeline and scope, as well as meet all project requirements and deliverables

Create and manage project plans and related documentation in accordance with established project management methodology (Project Charter, Scope, WBS, Budget, Action Registers, etc.)

Development and contribution to Executive-Level presentations

Lead and / or partner with IT PM to create mapping and targeted customer experience

Engage and build strong relationships with project sponsors and stakeholders to incorporate their goals, and instill confidence to ensure alignment to and adoption of solutions

Provide regular updates on project status, including risks analysis and risk management plan to senior management

Identification of new opportunities and related solutions to deliver benefits above committed project deliverables

Process map critical processes to create CMO and FMO redesign processes for optimal performance; monitor process performance for deviations to apply appropriate corrective action

Experience / Core Competencies:
Strong financial and business acumen with the proven ability to support the development of business cases and financial forecasts

Above average negotiation, interpersonal and communication skills suitable for executive audience

Energetic self-starter who thrives in a fast-paced environment

Demonstrated ability to effectively lead project teams and stakeholders with varying desired outcomes, to achieve established project deliverables

Ability to work in a fast paced environment and manage multiple projects through effective prioritization

Strong problem solving skills and demonstrated ability to be highly creative in formulating solutions

Authentic, professional and confident communicator able to influence project teams and stakeholders through effective communication and presentation skills

Strong Call Center and Workforce Management experience

Bachelors Degree in Business, Engineering, or Computer Science is an asset

Project Management Designation/Certification is an asset

MS suite including MS Project and Visio expertise is an asset

Telecom industry knowledge (Consumer, small business, Medium and Enterprise) is an asset

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Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec.

Additional Information:
Position Type: Management

Job Status: Regular – Full Time

Job Location: Canada : Ontario : Don Mills || Canada : Quebec : Montreal

Flexible work profile: Mobile

Application Deadline: 07/06/2022

Please apply directly online to be considered for this role. Applications through email will not be accepted.

At Bell, we don’t just accept difference – we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or [email protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected].

Created: Canada, ON, North York

Bell, one of Canada’s Top 100 Employers.