Job Responsibilities: 

• Ensure that service metrics (SLAs, KPIs) are met and day to day targets are achieved through monitoring of activities, prioritization of tasks and appropriate shift resource staffing.

• Respond to customer escalations, participate in Post Implementation Reviews, identify learning and develop action plans for improvement.

• Liaises with Senior Management and the Clients regarding the program/s’ performance;  Participate and conduct business reviews on regular intervals; Identify service improvement plans based on feedback from the Client Health Check and Likelihood to Recommend surveys.

• Roll out operational processes to ensure proper planning, implementation and validation of tasks and activities;

• Manage productivity of team members and ensure workload is appropriately assigned and distributed with the team.

• Forecast and manage month-on-month work hours of the team; Implement measures to drive profitability and ensure timely and accurate submissions of timesheets and billable hours; 

• Conducts performance planning / appraisals / feedback meetings and accomplishes the necessary performance appraisal forms in order to assess high potential team members.  

• Develop succession plans for the team and groom/develop new leaders. 

• Screen candidates and work with Talent Acquisition in hiring and ensuring the right talents are recruited for open or projected positions in the program; Facilitate onboarding of new team members.

• Aims for high employee engagement and healthy levels of attrition by leading activities that promote work-life balance and modeling TELUS International’s Leadership Philosophy. Carries out fair process and decision-making at all times and furthers the same to all subordinates and team members.

• Drives for the recognition and reward of top-performing/improving  team members and fosters improvement of non-performers by implementing a well-rounded rewards and recognition program and ensuring the pay-out of incentives are delivered timely.  

• Keeps self abreast of emerging technologies and trends in the Information Technology and IT Service Management  industry and relates such to current teams. 

• Develops new ideas to challenge the status quo and proposes solutions to existing challenges. Participates in projects and initiatives that promote cross-team collaboration and support delivery enhancement and business improvement.

• Helps safeguard business continuity and emergency readiness; Facilitate implementation of BCP within the team.

• Upholds company policies as it relates to the program/s and drives for adherence to such policies.  Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company’s standards of professionalism.

• Ensures that Company and / or Client updates are cascaded to all individuals in the program/s by conducting regular meetings with the team with Team Leads/Members.  Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality.

• Actively participates in industry standard audits and certifications (i.e. ISO 20000) when required.