Manager, Innovation & Process Improvement

The Company

 

Do you aim high? Are you genuinely helpful? Are you looking for a place where you can make a difference, receive ongoing support and training, and build a rewarding, long-lasting career? Then you may be a good fit for FirstService Residential, North America’s foremost property management firm. We’re all about our associates, and as we continue to grow, we’re looking for even more quality people who share our dedication to doing what’s right, improving residents’ quality of life, building great relationships, and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, we think you should get to know us.

 

Job Responsibilities

 

The Innovation and Process Improvement Manager is part of a dynamic Customer Care team, the division responsible for receiving and resolving over 1 million inquiries from our residents across North America. This role partners with our subject matter experts and is responsible for helping lead the organization through transformational improvements focused on process, technology, innovation, and customer experience. You will work closely with department leaders to analyze our operational needs to identify opportunities to drive performance improvements for Customer Care. You will be responsible for producing, providing and analyzing data as well as managing projects.

 

Essential Duties & Responsibilities

 

Reporting & Analytics

 

• Produce market reporting and distribute based on determined cadence, or as requested
• Utilize software such as Power BI, internal resources, CRM, and other applications for data sourcing
• Support the design build of as-is and to-be process maps policies, procedure manuals and SLAs

 

Project Management

 

• Execute day-to-day project management activities for one or more large scale initiatives
• Work with management to scope projects and manage work plans to ensure successful implementation
• Handle all planning and coordination of implementation activities through very detailed project plans
• Prepare regular communication status updates and presentation materials for senior management and staff on all aspects of the project, including timelines, accomplishments, key risks, and issues
• Coordinate and manage logistics around scheduling of vendor, governance & project team meetings
• Drive coordination of requirements between the business and IT to ensure alignment to business needs
• Distribute product business requirements to business subject matter experts and obtain input and feedback on the solution
• Maintain frequent contact and conduct status meetings with management team to ensure that projects are on track within specified timelines and to resolve discrepancies and mitigate issues.
• Provide Product Owners with status reports on project(s)
• Construct user guides, job aids and/or SOPs for new business processes established

 

Additional Duties & Responsibilities

 

• Practice and adhere to FirstService Residential Global Service Standards.
• Conduct business always with the highest standards of personal, professional and ethical conduct.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any range of special projects, tasks and other related duties as assigned.

 

Supervisory Responsibility

 

None

 

Education & Experience

 

• Bachelor’s degree in Management, Analytics, or Information Technology or 3 years equivalent work experience
• 1 – 2 years of project management (PMP designation preferred)
• 1 – 2 years of business analyst interaction with business experts and operations
• Very strong MS PowerPoint, Excel, Word, Visio, and Project skills

 

Knowledge, Skills & Proficiencies

 

• Analytical – Able to work with large data to produce analytics quickly and disburse accordingly
• Process Driven – Process oriented mindset focused on streamlining and simplification
• Structured – Experience in structured problem solving, process improvement and project management. Ability to develop and deliver creative business solutions for complex problems.
• Collaboration – Build and maintain positive relationships with peers, operations, consultants, vendors
• Prioritization – Solid organizational and time management skills for overseeing many moving parts. Ability to work on multiple tasks and prioritize workloads to deliver on deadlines.
• Communication – Superior written and oral skills. Good listener. Articulates complex issues in simple terms.
• Influence – Indirect leadership skills. The ability to influence individuals from the Senior to Junior levels of the organization to implement change. Effectiveness in this role requires you to communicate a vision and drive multiple teams toward execution without direct authority.
• Teamwork – Facilitates coordination and cooperation among large teams that are geographically dispersed

 

Tools & Equipment Used

 

• Computer
• Phone

 

Physical Requirements / Working Environment

 

• Standing or sitting in commercial office setting
• Extensive use of computers, phone, and use of keyboard

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

 

Travel

 

Maximum 10% travel