AltaLink is Alberta’s largest transmission company, supplying safe and reliable electricity to more than 85% of Alberta’s population.
AltaLink is taking on new challenges in the middle of Canada’s fastest growing economy. We are doing everything in our power to attract and keep the best and brightest to expand our team of top-notch professionals. We are proud of our collaborative culture, expertise and record of safety and operational excellence.
We offer work with meaning, incredible opportunities for development, work life balance and opportunities to contribute to your community. Join our growing team!
The Senior Performance Excellence Advisor reports to the Director, Customer Excellence in the Customer Service organization of AltaLink. The Senior Performance Excellence Advisor will be accountable for facilitative leadership on two organizational strategic priorities – enabling AltaLinks customer focus strategy and supporting implementation of the overall performance excellence framework. The role requires strong customer focus, quality improvement skills and change management experience.
The Senior Performance Excellence Advisor will be responsible for:
Managing and enhancing AltaLinks Voice of the Customer (VoC) processes for all customer segments (includes customer surveys, customer advocacy, other customer interactions and feedback mechanisms).
Developing and delivering customer awareness and skills training throughout the organization to drive continuous improvement and reinforce the importance of customer satisfaction and loyalty.
Facilitating the establishment of corporate and departmental customer related key performance metrics.
Participating in the identification of customer improvement priorities across AltaLink, facilitate integration of these with AltaLinks business plan and support accountable leaders in achieving the desired results.
Directly supporting the overall Performance Excellence journey utilizing the Excellence Canada framework. Including working with the Executive team and Performance Excellence Council to facilitate regular quality assessments, develop and support resulting organizational improvement plans and actively facilitate and support improvement teams.
Participate in developing and implementing a standardized process improvement methodology and tool kit, including training and communications, with the overall goal to increase organizational competency in continuous improvement and Performance Excellence.
Support business planning processes for the Customer Service department.
Bachelor's Degree in Business, or related field.
Minimum of 7 years of progressive business experience related to this role.
Proven team leadership skills and experience.
Working knowledge of performance excellence systems, principles, tools, and certification & award frameworks, such as Total Quality Management, Excellence Canada, ISO, Baldrige, etc.
Experience with the Excellence Canada Progressive Excellence program is beneficial.
Proven experience and strong understanding of quality improvement tools and methods such as LEAN, Six Sigma, process re-engineering, SPC, performance measurement, project management, and systems thinking.
Change management experience required.
Financial acumen and consulting (internal or independent) experience.
Regulated business, industry experience, and business planning and strategy development experience desired.
Demonstrated ability to manage multiple and possibly conflicting priorities within confined budgets.
Demonstrated non-authoritarian leadership skills including the ability to persuade, influence, and actively listen to and interact with customers, decision makers and operational staff from front line to senior management.
Superior communication skills - verbal and written.
Excellent analytic, problem solving, conflict resolution and decision making skills.
Practice and promote integrity and ethical behavior.
Excellent facilitative leadership skills.
Proven track record of good attendance and job performance.