General Manager - Toronto, ON

Intello Technologies Inc.; Toronto; Hybrid; CAD 124,000 - 186,000; Full time

Job summary

An established industry player seeks a dynamic leader to drive community engagement and customer satisfaction. In this pivotal role, you'll connect with municipal and government representatives, ensuring the company's values resonate in the communities served. With a focus on nurturing talent and fostering collaboration, you'll lead a diverse team to achieve ambitious goals. This role offers the chance to make a significant impact while enjoying a competitive salary and a comprehensive benefits package. Join a forward-thinking organization that values innovation and community connection.

Benefits

Profit sharing bonus

Stock purchase plan

Flexible benefits plan

Minimum 3 weeks of vacation

Career development opportunities

Generous pension matching

Flexible work styles

Qualifications

• 10+ years of experience managing teams in customer service or sales.
• Ability to inspire and lead a high-performance team.

Responsibilities

• Serve as a customer advocate and point of contact for government agencies.
• Inspire and coach a team of managers and technicians.

Skills

Team Management

Customer Service

Public Speaking

Collaboration

Communication Skills

Education

Degree in Management, Business or related Technology

Masters Degree or MBA

Job description

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At TELUS, we’re a people-first, customers-first, purpose-driven team working every day to innovate and do good. Join us, and let’s make the future friendly, together.

Our team and what we’ll accomplish together

Working closely with our colleagues across TELUS, the Customer Solutions Delivery (CSD) team’s mission is to create a connected world where our customers live and thrive. We are accountable for installing, maintaining and supporting TV, Internet, Home Phone and SmartHome Security services while driving future growth for TELUS leveraging our products to connect customers to the people they care about most.

We are dedicated to ensuring that we always put our customers first. As the face of TELUS in our communities and trusted advisors in the home, our technicians provide unparalleled experiences and personalized recommendations to help our customers receive the full benefits of our ever-evolving suite of products and services.

With team members and partners across Canada, the CSD team is working in our communities to ensure a full portfolio of communication and entertainment services for the benefit of our business and customers.

What you’ll do

• In this role, you will be the enabler through which TELUS interacts and influences partners and stakeholders in the communities within your broad and diverse region
• You will serve as a passionate customer advocate and the single point of contact for municipal, provincial and federal government agencies and representatives, non-profit/charitable organizations, and local media, especially during community-impacting events and emergencies (e.g. floods and fires)
• You will focus on continuous market share and product intensity growth for residential and small business customers, and beat our competition in each region we serve
• You will inspire, coach and motivate a team of Community & Service Excellence Managers, Technicians, and Partners throughout your region, enabling a culture of safety, innovation, collaboration and well-being
• You will nurture our talent pipeline; coaching and developing our top talent with an unwavering commitment to enhancing the diversity of our team to reflect the communities in which we serve
• You will drive local market outcomes integrating deeply and meaningfully in the communities where you live, work, and serve
• You will have direct influence for regional profit and loss, with accountability to deliver on numerous financial, performance, customer satisfaction, and team engagement metrics
• Connecting with community leaders, organizations, and government representatives as the face of TELUS – bringing to life the TELUS values and strategy in the communities in your region
• Partnering with marketing to create and execute master community plans that leverage our PureFibre investment to transform the communities we support
• Creating and supporting a high-energy, results-oriented, inclusive work environment that encourages your diverse team to give their best to their customers, to TELUS, to their community, and ultimately to our shareholders
• Fostering a constructive, growth-oriented performance management culture through the use of TELUS management tools and processes
• Partner with the National Resource Strategy team to maximize the availability and productivity of your workforce to ensure the best possible service experience for our customers
• Participate in community boards, activities, and events as needed to support the TELUS values, connect with our communities, and continuously learn to improve our customers’ experiences

Qualifications

What you bring

• Degree in Management, Business or related Technology (Masters Degree or MBA is preferred)
• 10+ years’ experience of managing a team in a customer service, sales, production or service delivery environment
• The ability to inspire, lead and develop a high-performance team in a results-oriented business, with experience leading in a unionized environment
• Excellent communication skills – the ability to succinctly and clearly explain tactical plans, expectations and strategy to your frontline teams and managers, peers, and executive leaders
• An effective collaborator – the ability to cultivate and sustain productive relationships with key partners and leaders within TELUS, and key influencers and administrators of the communities that we serve
• Public speaking & media relations expertise and experience preferred

What YOU get:

• A high profile role, connecting TELUS and our communities to drive business and customer outcomes
• Full accountability for all business disciplines within your region and portfolio
• The usual TELUS stuff: great pay, profit sharing bonus, stock purchase plan, dedication to team engagement; career development, flexible benefit plan with many creative options and programs, DC Pension, flexible work styles, and more!

Salary Range: $124,000-$186,000

Performance Bonus or Sales Incentive Plan: 30%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunitiestodevelop your skills
• And much more …

Please note that the compensation shown in the job postingmay be subject to change in 2025.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team memberwill be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.