Manager, Service Performance Evaluation (International)

Canada Post - Postes Canada - Ottawa, ON (30+ days ago)

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Job Requisition Id: 25789
Business Function: Various
Primary City: Ottawa

Other Location(s):
Province: Ontario
Employment Type: Full-Time
Employment Status: Permanent
Language Requirement: English Essential
Employee Class and Level: CPMGA02
Number of Vacancies 1
Job Closing Date (dd/mm/yyyy): December 15, 2019

Job Description

The Manager, International Service Performance Evaluation is accountable for providing independent objective and accurate ‘on-time’ and ‘delivering scanning’ service performance results for Domestic Parcels (induction to delivery), International Outbound Parcels (Leg 1, and induction to delivery), and International Inbound Parcels (Leg 3), collectively referred to as Parcels service below. Responsibilities include establishing the service measurement rules (in conjunction with Operations), analyzing performance patterns and trends, identifying problem areas, and supporting Operations with the development of corrective actions to resolve performance issues.

Job Responsibilities

Below are the main job requirements and responsibilities for the Manager, International Service Performance Evaluation.

Compiles Canada Post Parcel service performance results on a weekly basis and posts the results on the Service Performance Evaluation (SPE) intranet site and self-serve system to ensure service results are formally documented and communicated to Operations, and facilitate self-serve operational diagnostic analysis.

Provides in-depth analytics on Parcels service performance results to isolate areas of poor service, causes of deterioration in service levels, etc. Provide analytical support to Operations to identify the impact of the proposed operational network changes, highlight areas of concern to Operations as appropriate.

Delivers formal service performances results reports on a monthly basis to the COO and Operations Senior Executives. Provide ad hoc reports to various groups including Sales and Customer Service in support of customer inquiring or contractual customer reporting commitment.

Establishes the ‘Parcels Measurement Definition’ to document the measurement rules to be applied for the Parcels service each year for approval by the Board of Directors as part of the Business Performance Targets incentive Program.
Job Responsibilities (continued)
Manages and maintains a ‘Change Request’ process to document formal approval of all changes to the Parcels Measurement Definition. Provide monthly Parcels service performance ‘attestations’ documenting that the service results have been calculated in accordance with the Board approved Parcels Measurement Definition, noting any approved changes to the Business Performance Management team.

Serves as a primary point of contact with Internal Audit with regard to the annual verification that Parcels service performance results have been calculated in accordance with the Board approved Parcels Measurement Definition.

Participates in the design of new products, changes to current products, Operational network and equipment changes, to ensure that implications on the Parcels service measurement are identified and required approvals for change requests are obtained as noted above. Ensure that all change requests are communicated to the Parcels Systems Architect and Programmers for implementation in the Parcels service performance systems.

Manages junior analysts and/or systems architect’s work; assigns and approves work, and provides coaching and development opportunities to broaden skill set and experience. Certifies the work, ensuring it is consistent with company policies and practices.


A university degree in Engineering, Computer Science or Business, or an equivalent combination of related education and experience may be considered.


5 years of relevant experience in Data Analytics, Operational Quality Management, Performance Measurement, and/or Program Management
3 years of experience managing people and projects, preferably in a unionized environment.
Experience briefing and communicating with Senior Executives on a regular basis will be considered an asset
Proficient in SAS (formal training / certifications will be considered an asset)
Experience in data visualization tools such as Tableau or Microsoft Power BI will be considered an asset

Other Candidate Requirements

Proficient computer skills and competent with Microsoft Office programs
Excellent team building and leadership skills and experience
Sound organizational, analytical, judgement and decision-making skills with proven abilities in problem solving
Strong interpersonal skills with an ability to build and maintain relationships
Strong oral and written communication skills
Willingness and ability to travel domestic and international

Other Information

Safety Sensitive Positions
This position may be considered a Safety Sensitive position.

Employment Equity
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.

Important Message
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.

Our Values
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.