Service Delivery Consultant

  • Full-time

Company Description

When you’re passionate about what you do and where you work, the rest comes easy. That’s the culture at Central 1 Credit Union, and that’s precisely what we’re looking for from you. Supporting nearly 150 member credit unions across British Columbia and Ontario, we’re the backbone of the credit union system in both provinces – taking care of everything from online services and product development, to payment processing, trade association services and more.

Our team of over 600 employees represent some of the most innovative, passionate individuals you’ll ever meet; people who honestly care about the organization, its members and each other. In other words, people who love what they do.

Job Description

The Consultant Service Delivery acts as a subject matter expert regarding the service delivery function at Central 1. Includes engaging in discussions with credit union leaders to understand scope and impact of the initiative prior to launch of a project and through the engagement process to work directly with CU members and internal C1 stakeholder when there are complex challenges. Incumbent is also focused on implementing process improvement initiatives within or on behalf of the Service Delivery department.

Specific Accountabilities:

  • Leads initial consulting meetings with Credit Union sr leaders where Service Delivery will be involved to scope the work and determine the impact on all Central 1 areas as well as the Credit Union
  • Act as a liaison for CU members with complex service delivery situations and work with stakeholders across C1 to resolve issues in a timely and efficient manner
  • Works closely with other managers in Technology and throughout Central 1 with respect to the planning and management of the work and resolution of critical issues that could impact the accomplishment of objectives.
  • Builds strategic relationships with credit union members in order to understand their business objectives and identify products that could contribute to the achievement of these objectives
  • Identifies, recommends and implements changes to policies, procedures, practices or programs to ensure the Service Delivery function operates effectively and supports the business objectives of the organization and individual department. Utilizes Lean methodology.
  • Thinks beyond day-today to take a longer term view of the business. Develops long range plans related to achieve business objectives
  • Performs other duties as required to deliver exceptional service and to support Central’s business goals

Qualifications

  • A university degree in computer science, engineering, business administration, or other related discipline with an IT focus, and a minimum of 8-10 years progressively more responsible software marketing/product management or consulting experience.
  • Ability to think strategically, conceptually, and analytically and define the product vision for a variety of products of significant scope, complexity and revenue potential.
  • Ability to prioritize and set clear direction and expectations, keep team members focused on the right priorities, build excellent team relationships and foster a sense of urgency and dedication to delivering on commitments.
  • Exceptional analytical, problem solving, planning, organizational and time management skills. Ability to communicate effectively and strategically both orally and in writing with clients, technical teams and other co-workers, work to schedules, and adapt easily to changing priorities and business needs.
  • Excellent client management skills. Ability to provide leadership and mentorship, and manage multiple projects with conflicting deadlines in a team environment. Highly developed business acumen.

Additional Information

As much as we believe in working hard, we also believe in personal growth and taking time for ourselves. Accordingly, our total rewards philosophy amounts to one of the best compensation and benefits packages in the industry – from performance-based incentives and extended benefits, to training and education reimbursements and ample vacation time.

Central 1 is committed to diversity and inclusion. If you have a request for a disability-related accommodation, we will work with you to meet your needs.

Reporting to: Director, Service Delivery
Grade: G

Date Posted: February 14, 2017

Internal Applicants must apply by: February 21, 2017

*Unsolicited resumes from vendors will not be accepted for this or any position at Central 1*