Manager, Operations Intelligence

Job Requisition Id: 180795
Business Function: Operations Support
Primary City: Ottawa
Province: Ontario
Employment Type: Full-Time
Employment Status: Permanent
Language Requirement: English Essential
Employee Class and Level: CPMGA02
Number of Vacancies 1
Job Closing Date (MM/DD/YYYY): 05/20/2024

All qualified candidates will be considered however preference will be given to Indigenous people (First Nations, Metis or Inuit) or persons with a disability. This is a special measure employment equity initiative and candidates from this group who wish to qualify for preferential consideration must self-identify.

Job Description

The Manager, Operations Intelligence is responsible for conducting integration activities, preparing materials on behalf of the COO organization for executive and cross-functional audiences, as required. Improving operational service performance results to meet or exceed corporate targets by identifying weaknesses in the Operations processes and leading the national initiatives to achieve sustained improvement. The scope extends across all product lines and Operations processes. Integrates closely with cross functional stakeholders, monitor root cause analysis and findings, ensure a common approach, and optimize results. Monitors compliance to key quality performance indicators nationally, identifies and analyzes trends, summarizes findings, determines actionable items and ensures consistent monitoring to sustain performance improvements.

Job Responsibilities

Below are the main job requirements and responsibilities for the Manager, Operations Intelligence.

• Monitors trends in operations service and quality performance and identifies areas where performance does not meet standards. Determines priorities and develops a national plan for the Operations Intelligence teams to implement. Develops the service improvement plan, leads the implementation, and monitors continued adherence to the process.

• Develops and maintains a standard service improvement plan (SIP) for use nationally to initiate improvements on key operations intelligence metrics. Advises regional teams on the use of the SIP to ensure effective coordination of information. Coordinates and prioritizes own initiatives with national colleagues and collaborates in building the national action plan for regional Operations Intelligence.

• Promotes the one company view through consistent use of standardized data structures and reports for a wide range of stakeholders, including executives. Identifies KPI reporting needs and issues, assesses current reporting practices and capabilities. Collaborates with SPE, Corporate Measurement, CVI, and Engineering with a view to improving the timing and structure of reporting for Operations Management teams to facilitate performance monitoring and decision making.

• Develops and maintains the collaboration structure and communications channels to facilitate issues management and exchange of information across the EQM and COO community.

• Meets with managers and other stakeholders. Provides updates on major trends and upcoming changes that will potentially impact service. Obtains updates from regional counterparts on ongoing improvement initiatives; discusses and resolves issues.

Job Responsibilities (continued)

• Analyzes Operations Intelligence results at the national level for designated area of Operations. Develops Summary of Findings for use by senior executives in decision making.

• Shares best practices on National Quality systems, tools and approach with regional managers. Promotes a common understanding of the immediate priorities, and long-term direction.

• Develops and maintains operations intelligence metric reports for area of responsibility. Provides guidance on interpreting the reports to ensure consistent understanding.

• Based on service improvement plan results, identifies, and shares process improvement opportunities and options with Operations and Lines of Business executives.

• Serves as conduit across Mail Operations and for the Rest of Company for area of expertise (i.e., International Mail, Parcels, Gemstar, Unaddressed Admail, Delivery Quality). Provides advice, interpretation and guidance on service and quality issues and maintains professional relationships with key stakeholders.

Qualifications

Education

• Completed post-secondary education, preferably in a relevant field of study

Experience

• A minimum of 3-5 years of recent and combined relevant working experience

• Experience in project management would be an asset

• Experience working in Operations or as an Enabler working closely with Operations an asset

Other Candidate Requirements

• Proficient computer skills and competent with Microsoft Office programs (e.g. Excel and PowerPoint).

• Strong written and verbal communication skills, comfortable leading cross-functional meetings

• Sound judgement and problem-solving abilities
• Exceptional time management and organizational skills to manage competing priorities

Other Information

Safety Sensitive Positions
This position may be considered a Safety Sensitive position and has additional requirements under Canada Post's Substance Use Policy.

Employment Equity

Canada Post will represent Canada’s diversity and provide a safe and welcoming workplace that embraces and celebrates our differences. We are committed to employment equity and encourage applications from women, Indigenous People, persons with disabilities and visible minorities. Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain, learning, developmental, mental/psychological, and memory.

Conflict of Interest
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.

Accommodation

Canada Post is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by Canada Post regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

Important Message
Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.

Our signature behaviours

Make the call – We’re empowered to make decisions, respectfully challenge the status quo, and support others to do the same.
Know the destination – We understand Canada Post’s strategy and goals and how we contribute to them, and we move forward with open minds when exploring new approaches.
Deliver for others – We take pride in doing our personal best, demonstrate care for others, and support and encourage them to reach their potential.
Ignite our pride – We play a role in making Canada stronger by celebrating who we are, the communities we service, and issues that matter.

Our values
Our Values have three dimensions: “We matter as individuals, We matter to one another, We matter to our country”
TRUST
I earn the trust placed in me every day, and I trust that my safety and well-being are everyone’s top priority.
We do our best work when we trust each other.
We value the trust Canadians have in us, and understand it is earned with every decision and interaction.
RESPECT
I understand respect is the foundation of a successful workplace.
We respect each other as colleagues and treat each other as we would like to be treated.
We respect our country and the communities we serve, and understand we have a responsibility to be a positive force for change.
DELIVER
I challenge myself to safely deliver every day because what I do matters.
We are a network of people, united by what we accomplish and deliver together.
Delivering a stronger Canada for Canadians is at the heart of what we do