Vice President Of Operations

Reporting to the President of Utilismart Corporation (“UC”), this position provides pivotalleadership to the company by overseeing the management of customer delivery and operations,including UC’s Project Management Office (“PMO”), Information Technology (“IT”), Operations (“Ops”).

The individual’s focus will be UC’s customers. As such, all interactions with customers should exceed their expectations in responsiveness, delivery and completeness. In this manner, this position will support the achievement of Utilismart’s corporate growth goals.

Key Duties and Responsibilities:

• Provide recommendations and guidance to the President in setting corporate goals, strategies and objectives for customer service excellence including the long-term businessplan
• Lead IT department to ensure all corporate IT performance and cyber securityrequirements are maintained and met / exceeded
• Manage the onboarding of new / expanded UC customers through leadership of the PMO
• Contribute to creating a high-performance corporate culture by promoting an energizedwork environment
• Make a strong contribution to the senior management team and have a positive influenceon peers, subordinates, and other employees of the company
• Provide recommendations for staff training needs ensuring LARs are trained in allaspects of the job, including up sell techniques, internal tools and processes
• Provide input to the Vice President of Business Development and Innovation regardingcustomer requests for new products/services and assist where necessary with thedevelopment of new products/services
• Interface with clients in order to provide excellent customer service in a timely, efficientand professional manner
• Responsible for the image towards customers according to the company's policy
• Collaborate with peers on cross functional work groups that are targeted to resolve issues raised by customers.
• Act as an ambassador for the company at key trade shows, conventions and industry-related forums
• Assist in attracting and retaining talented, motivated people who fit the Utilismart culture
• Develop and/or maintain a system that tracks and reports key performance measurementsfor inbound and outbound customer requests from the Helpdesk
• Develop and/or maintain a standard format for customer correspondence andcommunication, including a customer satisfaction survey and a quarterly customernewsletter
• Lead a “Continuous Improvement” atmosphere to ensure that UC’s data deliveryprocesses are accurate and timely
• Review and make recommendations regarding daily operation practices and manage the implementation of all changes to operating practices
• Coordinate IT department work schedules to ensure coverage supports 24/7 access forUC customers of UC systems
• Develop and/or maintain a customer interface schedule, including regular customertraining and a yearly detailed review of each customer’s account set-up in the Utilismartsystem
• Other duties as assigned from time to time
• Motivate and coach staff to ensure the delivery of high standards of customer service andachievement of targets

Qualifications:

• Demonstrated core competencies: Continuous Improvement and Change
• High tolerance for a fast paced, demanding work environment
• Demonstrated core competencies in: Strategic Leadership and Teamwork, with apositive attitude and emotional maturity, credibility and the ability to inspire confidence
• Detail oriented while being committed to timely resolutions for our customers
• Demonstrated core competencies: Market and Customer Focus, with excellentproblem-solving and decision-making capabilities
• Demonstrated core competencies in: Systems Operation and Management, with an in depth understanding of all Utilismart system components and their functions within the overall Utilismart system architecture
• Management, with demonstrated excellence in planning & organizing multiple prioritieswith a bias towards action and delivery, flexibility and adaptability
• Exceptional communication and relationship building skills

Utilismart Corporation is committed to employment equity and diversity in the workplace. It welcomes applications from women, members of racialized groups/visible minorities, Aboriginal persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.