General Manager Nunavut Operations

GENERAL ACCOUNTABILITY

The General Manager, Nunavut Operations, reporting to the Senior Director, Network and Field Operations is responsible for overseeing the operations in the Eastern Arctic and leading the Managers and their direct reports. This position is also responsible for co-managing the activities and the resources necessary to ensure that the network utilization and availability is maximized and is operating at the established performance and service levels. This position is responsible for the integrity of the network and this will be accomplished through the General Manager, Nunavut Operations involvement in the administration of the physical assets and personnel involved in the construction, maintenance and operation of the network. The General Manager, Nunavut Operations will also provide support as necessary in developing and implementing programs and strategies that will drive sales of Northwestel's products and services and enhance Northwestel's image and relationships in Nunavut.

This position has the following direct reports:

• Manager, Field Operations - Network;
• Manager, Field Operations - CSTs (Community Service Technicians)

KEY ACCOUNTABILITIES

1. Assist with ensuring that operations are maintained to appropriate health and safety standards including adherence with the Accident Prevention Program. Network and Field Operations prime for development & implementation of all safety and environmental related activities including the scheduling of departmental safety rides.
2. Select, develop, coach and engage employees. This includes conducting performance evaluations, dealing with disciplinary issues in an appropriate manner and when required applying the Attendance Management Program with both direct and indirect reports (i.e., ensuring Managers are following proper procedures with their direct reports). This also includes skill assessment and gap analysis that ensures effective employee development and training that addresses the needs of the individual and corporation.
3. Develop and manage the Network Operations maintenance strategies in conjunction with an effective workforce management administrative plan in association with the Senior Director, Network and Field Operations. This will include supervision of 2 to 5 management employees and 50 to 100 bargaining unit employees.
4. Provide ongoing leadership and support to the field management team. Act as single point of contact in Nunavut for the Senior Director, Network and Field Operations.
5. Assist with the management and administration of physical assets of the Network Operations department. Network and Field Operations prime for budget and financial performance, time reporting and inventory administration & control.
6. Support the business and marketing strategies by directing the resources and activities necessary to ensure the orderly and cost-effective design and development of the access network, in terms of capacity, capability and operability.
7. As directed, coordinate the resources and activities necessary to ensure the cost-efficient operation, maintenance and development of vehicles, office and work complexes, telecommunications equipment, buildings, and telecommunications towers. Network and Field Operations prime for vehicle administration.
8. Coordinate the Network and Field Operations quality assurance programs and activities to ensure adherence to company standards and those customer expectations are achieved in a cost-effective manner. Network and Field Operations prime for development & implementation of quality control including coordination and tracking of quality riding exercises.
9. Monitor and track all service level indicators and coordinate the development of action plans that effectively address areas of opportunity. Network and Field Operations prime for identifying sub-standard service results and coordinating action plans.
10. Act as the prime backup and delegate for the Senior Director of Network and Field Operations as necessary. Attend meetings as required. Coordinate monthly Section meetings.
11. Departmental prime contact and coordinator for process related activities.

NATURE AND SCOPE
The Network and Field Operations department currently spends 25% of Northwestel’s expense budget and as the General Manager, Nunavut Operations, the incumbent must represent the interests of the company and allocate all funds in a responsible manner. Deliverables in support of expenditure controls will include forecasting, cost containment and resource efficiency measures. In addition, this position is challenged with anticipating customer demands and responding appropriately on behalf of Northwestel.

TYPICAL CONTACTS

External
External contacts include governments, community associations, the business community and residential customers for selling and managing accounts or dealing with escalated issues brought to the attention of the incumbent. Specifically, external contacts include government leaders, presidents of Indigenous organizations, ministers of government departments, chairman and presidents of regional corporations, executive boards of business associations, chambers of commerce, associations of municipalities, and mayors.

Internal
Internal contacts include providers of customer service information and solutions, from all parts of the organization, especially Consumer Markets, Engineering, Finance, Regulatory, Field Operations, Planning, Marketing, Sales, Government Relations and Public Relations for the various purposes of information exchange, coordination of activities and planning new service introductions or process improvements. This position will make frequent presentations to the Executive Team regarding activities in the department and make recommendations for new initiatives or changes in processes.

TYPCIAL PROBLEM-SOLVING
Typical problem-solving entails facilitating the resolution of problems through a cross functional team responsible for operational results that are creative and meet customer needs. Coaching and mentoring are also used as required in assisting employees in determining the best approach to a customer problem. This position must clearly manage expectations and deliverables when communicating with all customers including major businesses, the small business community or residential customers.

KNOWLEDGE AND COMPETENCIES REQUIRED

• Bachelor of Commerce degree or similar post-secondary business degree;
• Demonstrated cross-cultural awareness and sensitivity to the cultural nuances of the North;
• Minimum ten (10) years experience in either operations, marketing or sales in a medium to large business, preferably in the telecommunications industry;
• Minimum five (5) years experience in a senior leadership role, preferably in the telecommunication industry;
• Exceptional skills in analytics, strategic planning and project delivery;
• Exceptional interpersonal and communication skills (written, oral, listening and presentation); and
• Participation in organizational health and safety and/or knowledge of H&S regulations in Canada, will be considered an asset.

WORKING CONDITIONS
This position works in a typical office environment and will travel throughout Nunavut Territory. The GM must travel four to six times a year to other centres, e.g. Yellowknife or Whitehorse to attend meetings and visit with staff. Occasionally, travel to Ottawa, Toronto and Winnipeg is required to visit client head offices.