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Telus
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Team Manager – Client Service Management – Start Right Team

Reference ID: SEC03737-19

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Join our team

TELUS Solution Delivery Support is looking for a dynamic individual to join the Start Right Team responsible to National Sales and customer support. Reporting to the Director of Operations, the successful candidate will coach and lead a team of Client Service Managers who support our Business sales team members enabling them to grow revenue and focus on pure sales activities. The team needs your leadership and guidance as they're going through a significant transformation of their roles and responsibilities while still actively doing their work in business as usual processes. As this is a time of change, it is critical for the manager to roll up their sleeves to learn the job, know the processes, meet all critical stakeholder and help to drive the change management, communication and team buy-in.

Our team members include people like you-enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling and professionally challenging.

Here's the impact you'll make and what we'll accomplish together
    •YOU are a strategic thinker with excellent organizational skills and a knack for capturing the big picture •YOU are confident and independent working in grey, helping your team find solutions, and flying the plane as it's being built •YOU enable your team to deliver best-in-class service to our customers by owning their concerns, and bringing the right players to the table to resolve risks and issues •YOU are a confident leader with a proven track record of building a team of strong performers, and leading through significant change •YOU are an active and eager learner who does not let not knowing a product or service get in the way of helping your team •YOU understand the importance and balance of metrics, national standards, soft skills and doing the right thing for our customers •YOU are a team player •YOU are comfortable talking to a customer in an escalation situation

Here's how
    •Own the transformation and lead your team through it •Communicate, communicate, communicate •Build strong relationships •Collaborate and partner with internal teams and team members to drive improvements, customer issues, etc., in a timely manner •Ask questions and ask more questions •Be very curious •Understand good processes and when a process needs to be improved for the sake of our customers and our teams •Be confident working with a variety of teams including Sales and Executives •Be comfortable with grey; black and white rarely exist in this team •Be a hands on learner •Demonstrate grit and tenacity


Qualifications:


You're the missing piece of the puzzle
    •Proven track record in building and supporting strong customer facing teams who consistently meet and exceed KPI's and objectives •Acknowledged for strong business acumen and proven leadership success •Confident in engaging a broad set of stakeholders, collaborating with all levels of the leadership team and building relationships •Recognized for your ability to lead in very challenging and exciting times •Strong understanding of all levels of Business Customers and their expectations •Strong and demonstrated 'Customer First' thinking •Ability to plan, organize and prioritize own time while accomplishing tasks in a cost-effective manner •Strong Analytical and problem solving skills •Possess strong presentation skills and the ability to synthesize many operational details into a few key messages •Excellent organizational and multi-tasking skills; ability to coordinate a variety of activities, track important details, follow-up on delegated assignments •3-5 years of previous management and leadership experience •3-5 years of experience in a business to business environment

Great-to-have
    •Knowledge of TELUS Business processes and systems an asset

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?



At TELUS, you create future friendly ® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Posted: April 22, 2019
Closes: June 21, 2019