Job Description

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.

Job Responsibilities

Below are the main job requirements and responsibilities for the Officer, Performance Centre Operations.

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  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

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  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.

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  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.

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  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.

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  Collects, validates, analyzes and organizes core performance data, performs trending and root-cause analysis to improve on the management of incidents.

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  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.

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  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.

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  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.

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  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.

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  Participates in improvement or standardization projects that are targeted towards improvement of the operation of either the Area or Operations Performance Center.

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  Collaborates and builds OPC and APC relationships to gather and clarify performance related data and information.

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  Provides operational incident or logistics support during critical operational periods, especially the Christmas holiday period (all APC and OPC officers) as required.

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  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.

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  Identifies enhancements to all operational data systems (SAP) that would improve the analysis or reporting of key metrics on the daily or weekly dashboards.

Qualifications

Education

• Post-secondary diploma or an equivalent combination of education and work experience

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

Other Information

An eligibility list will be established following the competition for a twelve (12) month period.