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Manager, Value Creation Services (VCS) - Service Operations and Business Transformation

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Date Posted: Oct 7, 2021

Reference Code: 76681-en_US

Job Type: Permanent 
Primary Location: Saint John, New Brunswick, Canada 
All Available Locations: Saint John; Calgary; Fredericton; Halifax; Moncton; Montreal; Toronto; Vancouver 

 

Our Purpose

At Deloitte, we are driven to inspire and help our people, organization, communities, and country to thrive. Our Purpose is to build a better future by accelerating and expanding access to knowledge. Purpose defines who we are and gives us reason to exist as an organization.

By living our Purpose, we will make an impact that matters.


Develop your industry knowledge and technical and other abilities rapidly so that you become famous for what you do and require minimum manager supervision;
Work on client engagement teams executing VCS advisory services, supporting key decision makers in developing and executing strategies for turnarounds and/or M&A transactions;
Conduct detailed research and analysis of client, industry and market performance and develop practical strategies and action plans, including the supporting financial analysis, models and implementation plans;

 

Deloitte’s Value Creation Services team specializes in cross-functional and cross-industry advisory. We help solve the complex business and performance challenges faced by our private and public sector clients. 

What will your typical day look like?

 

By joining our team, you will contribute to our shared success. You will not only be involved in all of the sales and delivery activities of our consulting and advisory mandates, but also in various practice development initiatives. You will ensure the evolution of our range of services offered. Create and maintain a network of potential clients and be known as a trusted advisor and participate in sales activities, including the writing of service proposals. You will deliver on client engagements, by following proven practices and by ensuring the complete satisfaction of our customers, help manage a diverse team of talented resources while contributing to their development and helping them reach their potential. 


By being part of the VCS team, you will be exposed to a dynamic and diverse team of professionals in an environment focused on delivering client value. We are constantly looking for bright employees who are passionate about customer strategy, service excellence and technology and seek to maximize the value we deliver to our clients. As a manager within VCS, you will be joining a team of passionate professionals from various backgrounds, who share a common interest in helping clients solve their most complex business challenges. If you are always yearning to learn more and rise to new heights in a fast-paced environment that is continuously evolving, this is the place or you.


In addition to these, our team members also get exposure to our broader VCS offerings that could include :


•    Technology, commercial and operational due diligence
•    M&A integration support
•    Business transformation and SAP S/4HANA project support
•    Broad and rapid business performance improvement
 

About the team


Our Service Operations function within our VCS practice is a signature client offering and team that works closely with executives and organizational leaders to help them overcome the various strategic issues they face with respect to service excellence and modernization. Contact centres are at the heart of customer experience and are a strategic asset within the enterprise driving competitive advantage, strengthening customer relationships, and delivering on vital products and services. VCS Service Operations works at the intersection of customer strategy, service excellence and technology to drive service-enabled value creation for our clients.


Our areas of focus within Service Operations include: 


Service Excellence: We work with clients to conduct hypothesis driven performance improvement diagnostics and industry benchmarking to identify strategies and tactical initiatives to enhance quality and performance, optimize operational programs, identify significant cost savings opportunities, improve workforce productivity and capabilities across people, process, and technology within the service organization.
Service Modernization: We work collaboratively with clients to help redefine, create and deliver the future of service through target operating model planning, strategic ambition labs, and conducting capability maturity assessments across all aspects of service operations, including strategy, workforce, process and operations, knowledge management and enabling contact centre tools, technologies and data.
Deloitte is a global leader in contact centre advisory, transformation, and managed services with a wide range of capabilities, assets, accelerators, and skills to help service organizations through their transformation journey.

Other areas of focus may include:


Value Management: We work with clients to help develop their business case for transformation and benefits realization. Our team also accompanies our clients along their journey to execute their transformation through program and project management.
Business analysis and solution design: Working on alongside our clients, we provide support for redefining target operating models, business process-mapping, and business requirements gathering aligning overall corporate / business unit strategy and capabilities.
 

Enough about us, let’s talk about you #deloitteFA

 

You are a professional with 5 to 10 years of relevant experience in business consulting and advisory services with a background in service excellence, contact centre operations and technology, service strategy and business analysis in a consulting environment. 

You are passionate about service modernization, customer experience and technology and their applications in the contact centre environment and broader enterprise. You want to use your depth of knowledge, leadership, and experience to help your clients, but also want to invest in the development of your team and demonstrate a strong ability to adapt and learn. Bilingual (English and French) is an asset but not required. You have earned a university degree, preferably a graduate degree, and other relevant industry certifications. 

You are well-versed in all aspects of contact centre operations including, training and knowledge management programs and solutions, business process and performance management, contact centre operating model structures and various leading contact centre technologies, agent tools and leading practices. 


You have strong communication, business relationship, consultative and analytical skills. You have proven experience supporting performance improvement programs, business case development and benefits realization analysis. You have led medium and large scale business and technology transformation, implementation continuous improvement programs with project management experiences managing time, cost, quality, resources and communications.
 

 

Our shared values

While our Purpose guides us and helps explain why we exist, our shared values describe the behaviour we expect from each other at the firm.

They provide common ground to unite us across cultures and geographies. They help us to earn the trust and respect of our stakeholders. We all commit to living by these shared values, to stay true to the principles they represent, and to honour the legacy from which they came. They are what sets us apart and makes us Deloitte.

Every day, we live our Purpose through the following five shared values:

  • Lead the way: Deloitte is not only leading the profession, but reinventing it for the future. We’re also committed to creating opportunity and leading the way to a more sustainable world.
     
  • Serve with integrity: Deloitte has earned the trust of employees, clients, regulators, and the public for 175 years. Upholding that trust is our single most important responsibility.
     
  • Take care of each other: We look out for one another and prioritize respect, fairness, development, and well-being.
     
  • Foster inclusion: We are at our best when we foster an inclusive culture and embrace diversity in all forms. We know this attracts top talent, enables innovation, and helps us deliver well-rounded client solutions.
     
  • Collaborate for measurable impact: We approach our work with a collaborative mind¬set, teaming across businesses, geographies, and skill sets to deliver tangible, measurable, attributable impact.



The next step is yours
 

Sound like The One Firm. For You? 
 

At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action PlanReconciliation Action Plan and the BlackNorth Initiative.

We encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations). We’d love to hear from you!

By applying to this job you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.
Deloitte Canada has 30 offices with representation across most of the country. We acknowledge our offices reside on traditional, treaty and unceded territories as part of Turtle Island and is still home to many First Nations, Métis, and Inuit peoples. We are all Treaty people.

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