Name and description of the hiring department

The Quebec large business billing collection team is looking for an Associate-Project – Process delivery. The associate is responsible for facilitating the implementation and delivery of tools, services and applications. She reviews and analyzes documents identifying business requirements, identifies risks, and makes recommendations to achieve optimal results. She creates or modifies training materials and provides trainer training. She creates, executes and analyzes test scenarios and ensures the accuracy of the results while meeting tight deadlines and minimizing risks for the business unit.

The associate is responsible for handling cases of escalations which may be situations referred by management or other stakeholders. Following the investigation and treatment of complex situations, the assistant identifies and submits proposals to improve tools and/or processes.

Job Duties / Accountabilities

• Production and process improvement
• Support and assistance with the implementation of new systems and tools
• Evaluate and develop system requirements specifications and produce test analysis reports
• Ensure compliance with the various stages of delivery of a project and process
• Create and modify methods and procedures, and provide training and supervision to the various departments
• Responsible for analyzing and providing work and training strategies solutions
• Ensure the coordination and management of training sessions
• Provide user support for all systems and applications
• Provide support to collection employees in their everyday tasks
• Handle unusual and complex situations in an escalation mode Support and assistance with escalations
• Production of quality reviews for continuing training and improvement of coaching tools and trainers
• Take charge of the production and analysis of various reports
• Analyzes and resolves issues to minimize risks to systems and applications, and negative impacts on partners
• Ensure compliance with deadlines relating to the delivery of training and communications
• Research and obtain different test results, investigate and document these results, recommend temporary solutions if required

Essential Qualifications / Competencies

• Ability to communicate effectively through various means to internal and external partners
• Ability to adapt to various hierarchical levels within internal and external business units
• Ability to facilitate and lead internal and external partners
• Experience in perceiving and understanding the function of accounts receivable
• Knowledge of Excel Intermediate
• BBM customer skills
• Great flexibility – ability to quickly adapt to changes and know how to prioritize
• Leadership
• Resourcefulness
• Analytical mind
• Great sense of organization, time management and priorities
• Enthusiasm and positive attitude ability to adapt one’s approach with people
• Ability to solve complex problems
• Reliability and professionalism
• Ability to work with tight deadlines and pressure
• Knowledge of English and French without any significant limitation. In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada

Preferred Qualifications / Competencies

• Proficiency in Bell collections platforms (SAP, NM1, NIBS, Caprice, Bcris, Smart Path, BCT, EOM, Rev Chain Single View and other internal systems)

Working Conditions

• Working hours: Monday to Friday between 8am and 5pm