Job Requisition Id: 24261
Business Function: Operations Support
Primary City: Mississauga
Employment Type: Full-Time
Employment Status: Temporary
Language Requirement: English Essential
Employee Class and Level: CPMGA01
Number of Vacancies: 1
Position Reports To: AMAR HUSSAIN
Area of Competition: GTA
Posting Date (dd/mm/yyyy): 09/10/2019
Closing Date (dd/mm/yyyy): 23/10/2019
Using a defined set of daily and weekly performance (dashboard) indicators, the Officer, Performance Centre Operations is accountable for tracking and displaying performance data using appropriate, standardized quality tools; for providing appropriate performance breakdowns to help isolate sources of significant performance weakness or process failure; for initiating and creating Standard Improvement Plans (SIP’s) to address those issues and for communicating a need for an improvement plan from the appropriate process owners and/or process managers; for tracking all outstanding or open SIP’s to monitor progress made by the process owners or managers who must develop and implement solutions to address the performance issues at their root cause; monitors the delivery of sensitive mailings outside normal delivery standards at the Area Performance Centre or across the national network; tracks and analyzes key outcome measures to identify incident patterns and trends (breakdowns, and breakouts); conducts root-cause analysis to identify performance weaknesses, recommends corrective action plans for performance improvement; responsible for effective incident management and for proper contingency planning on both operations and transportation incidents to save service to customers or to manage cost for Canada Post.
Below are the main job requirements and responsibilities for the Officer, Performance Centre Operations.
Monitors the daily and weekly operational dashboard metrics; provides performance trending and reporting of those measures that drive Executive scorecards; identifies weak performance that puts business goals and year-end performance at risk and associates it to the appropriate process manager and process owner for resolution; initiates Standard Improvement Plans (SIP’s) for all urgent situations (red) and hands-off the SIP to the appropriate party for further analysis, improvement planning and control of the implemented solution; tracks and reports on all active SIP’s to the senior team and closes all SIP’s where the root cause performance issues are successfully addressed
Actively supports or performs the incident management process for all reported operational and transportation incidents; provides on-going monitoring of incidents and participates in planning and enacting contingencies as needed; escalates situations to the Senior team in accordance with escalation procedures; performs associated administrative duties; provides instructions to contractors, hired during contingency actions.
Supports Planning & Business Continuity in monitoring of special mailings and holiday periods; provides support to the client Regions or APC s with respect to the monitoring of special mailings and holiday business operations.
Liaises with regionally/nationally contracted surface and air carriers to discuss deviations to the transportation plan caused by weather, mechanical difficulties, or carrier/CPC errors. Prepares reports, which highlight anomalies to the established transportation plan, for follow-up and analysis by Network Design and Supplier Management.
Collects, validates, analyzes and organizes core performance data, performs trending and root-cause analysis to improve on the management of incidents.
Conducts quality assurance checks to ensure the consistent use of standard processes across the APC s and the OPC.
Job Responsibilities (continued)
- Tracks and analyzes key outcome measures to identify incident patterns and trends at both the client regional level or across the national network; assesses the quality and productivity impacts on mail processing, collection and delivery and retail operations; recommends corrective action plans for performance improvement.
Monitors a suite of performance indicators that drive VP and GM level scorecards; analyzes the performance indicators that drive the KPI’s, identifying areas for improvement and reports results to the Manager, APC or Manager, Operations Performance Centre.
Prepares weekly reports and briefings on the outcome measures of the key metrics for the Manager, APC or the Manager, Operations Performance Centre and prepares ad hoc analytical requests.
Monitors and reports on all or any union activity within the client Regions, the impact and the contingency plans to be taken by the Corporation.
Participates in improvement or standardization projects that are targeted towards improvement of the operation of either the Area or Operations Performance Center.
Collaborates and builds OPC and APC relationships to gather and clarify performance related data and information.
Provides operational incident or logistics support during critical operational periods, especially the Christmas holiday period (all APC and OPC officers) as required.
Working in support of Network & Transportation, monitors surface dispatch utilization data, ordering the cancellations, consolidation of services or authorization of overloads, accordingly to control expenditures.
Identifies enhancements to all operational data systems (SAP) that would improve the analysis or reporting of key metrics on the daily or weekly dashboards.
Post-secondary diploma or an equivalent combination of education and work experience
5 – 6 years of Canada Post experience with a minimum 2 years of experience in Mail Operations
Experience in transportation/logistics and/or a combination of other related experience is an asset
Other Candidate Requirements
Knowledge of Canada Post products/processes
Conversant with information systems
Proficient in the use of Microsoft Office
Safety Sensitive Positions
This position may be considered a Safety Sensitive position.
Canada Post is committed to employment equity and encourages applications from women, Aboriginal people, persons with disabilities and visible minorities.
Conflict of Interest
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.
If you are contacted by Canada Post regarding a job opportunity or testing, please advise if you require accommodation.
Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.
Our Leadership Behaviours
Decision Making – A champion of the organization who takes calculated risks and makes prudent, common sense decisions about current issues, future opportunities and resource requirements in a timely, well thought out manner that aligns with the corporation's best interests.
Accountability – An individual who strives for performance excellence and who holds him/herself and direct reports accountable for decisions and actions and for learning from mistakes when intended results are not achieved.
Business Orientation – A proactive individual who understands the competitive nature of the business, and is committed to sustaining the business through excellent customer service and new business opportunities.
Execution – A focused and self-motivated individual who acts with a sense of urgency and delivers on time and within budget, by dealing effectively with challenges and ambiguous situations.
Leading People – A compelling communicator and leader who engages, motivates and inspires others to achieve results and who encourages personal growth and finding better ways of doing things.
Canada Post’s corporate values reflect the principles, beliefs and aspirations that guide our behaviour and shape our culture.
Transformation – We will innovate and transform to win in the marketplace.
Customer – We serve Canadians with pride and passion.
Integrity – We act responsibly and with integrity.
Respect – We treat each other with fairness and respect.
Safety – We are committed to a safe and healthy environment for all our stakeholders.
Applicants who are currently Management/Exempt term employees - it is preferred that employees perform the duties of their position for three (3) months before being considered for permanent opportunities or longer term appointments.
Applicants who are currently at the Manager/Officer/Exempt - it is preferred that employees remain in their substantive position for two (2) years before being considered for other permanent opportunities.
Applicants who are currently members of another employee group - should contact their human resources representative to learn more about their position occupancy requirements.
Should you be contacted for an interview, you are required to notify your Team Leader. If you do not meet the position occupancy guidelines above, you will need to provide confirmation from your General Manager and Director, Human Resources responsible for your function/region that you can be considered for this opportunity.