Operational Business Partner - EZRA

Lee Hecht Harrison; Toronto; Hybrid; CAD 70,000 - 100,000; Full time

Job summary

Lee Hecht Harrison is seeking an Operational Business Partner to enhance client engagements and manage complex projects in a hybrid setting. This role involves working closely with diverse teams to meet client goals, embodying project management best practices, and driving customer satisfaction. Ideal candidates possess strong communication skills, critical thinking abilities, and a collaborative spirit. Join us to make impactful contributions while enjoying numerous perks including coaching, wellness initiatives, and a supportive work environment.

Benefits

world-class coach

friends and family coaching

2 weeks work from anywhere

charity days

learning and development budget

weekly wellbeing hour

regional benefits package

Qualifications

• 4 years of experience in a customer-facing role.
• Experience in project management for complex needs.
• Ability to work in a fast-paced, start-up environment.

Responsibilities

• Manage client projects and facilitate communication between teams.
• Lead operational projects to improve business processes.
• Support clients in their growth journey.

Skills

Project management

Customer service

Critical thinking

Communication

Collaboration

Job description

Job Role: Operational Business Partner

Location: Toronto, Canada (Hybrid 3 days in office) / West Coast Canada (Virtual)

Who we are

Imagine what even the world's most exceptional organizations could achieve if all their employees were coached to be their absolute best. At EZRA, we're on a mission to do just that. We believe that through professional coaching, people get to know themselves and their goals, weaknesses, and hang-ups. And once they know all that, they can build on the good stuff and work on the rest. This mindset applies not only to our clients but is manifested in our own EZRA family. We believe a happy team is a productive team. We want our people to care about and be proud of what they do.

About the role

We have reimagined the way EZRA delights clients, at scale, and are introducing a new team of Operational Business Partners within the Operational Excellence function. This role will report to the Director, Operational Business Partners and is accountable for the project management of complex, non-standard offerings to our most strategic accounts at various parts of their growth journey. Individuals will have the opportunity to work with many clients on a variety of different offerings, keeping fresh perspectives and a quick pace to bring our innovation to our clients with an organized and professional approach. This role is client-facing. This team will partner closely with the other teams within the broader Customer Experience & Operations function: Operational Excellence, Delivery Enablement, and Enterprise Delivery.

What You’ll Do

1. Partner with team members across Sales, Enterprise Delivery, Innovation, Product, Tech, and more to establish dynamic partnerships and meet client goals. Establish workstreams, leads, and objectives for each deliverable and communicate clearly internally and externally.
2. Embody and embrace consistent best practices on implementing and project managing complex solutions for clients.
3. Lead and contribute to operational projects to continue to improve ways of working across the business as it relates to client delivery.
4. Embrace processes that drive task accountability, track RAG indicators, document decisions made and flag any risks – motivate others through influence and negotiation to prioritize resources internally to achieve client goals.
5. Drive continuous improvement in the customer experience, regularly reviewing and iterating in line with ongoing proposition innovation.
6. Act as a mentor to other teams on project management best practice.
7. Contribute to implementation collateral creation for internal and client-facing needs.
8. Support clients in their growth journey, bringing operational and process expertise to non-standard needs.

About You

• 4 years of experience in a customer-facing role
• Experience in project management for complex and bespoke client needs
• Willingness to work in a fast-paced, start-up environment and comfort around operating with an element of ambiguity
• Critical thinking skills: ability to problem solve independently and quickly
• Confident, accurate, and clear communicator
• Ability to influence others without direct authority and, at times, challenge the status quo
• The ability to build collaboration locally and globally
• Demonstrable project management experience

What we offer

• Your own world-class coach
• Friends and family coaching
• 2 weeks work from anywhere
• Charity days
• Learning and Development Budget
• Weekly wellbeing hour
• Regional benefits package

We want all candidates to know they are valued. We push positivity. We are an environment of innovation, collaboration, and growth. Drive impact with your ideas by being a part of the greater discussion in a safe, supported place. Be accountable, ambitious, owning your work and goals. When everyone takes responsibility for their success, we all succeed. Finally, keep it simple! Enjoy the ride and the perks with your own world-class coach, weekly well-being hour, and learning and development fund.

We are an equal opportunity employer dedicated to having a thriving, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more and that diversity adds to our culture. Attracting and developing a diverse workforce that