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Results driven leader with a background in forecasting, service delivery and project management. Knowledgeable and experienced in establishing and governing a consensus forecasting model. Ability to multi task and execute under pressure. Strong team player with the ability to align cross functional groups with strategic priorities. Ability to recognize and develop talent with detailed coaching and communication skills. Fluent in English and French, oral and written.Specialties: - Long Term Forecasting (IIF)- Process Development- Capacity Management- Project Management- Emergency Operations Procedures- Work Stoppage Service Recovery- Service Analysis- 6 Sigma LII
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Director Control CentreBell Feb 2021 - Present -
Director Of Field OperationsBell Sep 2014 - Feb 2021Toronto, Canada Area• Led team of 65 managers, 1100 technicians for the provisioning, repair and maintenance of all business and network services across Ontario• Improved TTR by 5%, reduced Rework by 16%, reduced OT by 13% • Exceeded EBITA target by 2%, target $(77M)• Developed and led execution of Retirement Incentive Offer project for field operations leading to reduction and replacement strategy for 370 techs• Led Emergency Work Planning for Operations in preparation for Aliant work stoppage in 2015 and Bell work stoppage in 2016• Member of Bell Bargaining Committee that negotiated the 2016 collective agreement with Unifor Craft• Co led the redesign of the Central Office model; allowing for a shared workforce model and a reduction in referral rate of 62%• Executed the Aliant merger and integration of 300 techs
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Director Workforce ManagementBell Apr 2012 - Aug 2014Toronto, Canada Area• Led team of 20 managers and 20 associates in all aspects of workforce planning for inside and outside functions in Field Services; including forecasting, scheduling, analytics and capacity planning• Improved forecast accuracy by 6% Yr/Yr• Co-ordinated the replacement strategy for the 2012 Retirement Incentive Offer of 668 retirees• Developed end to end forecast model linking multiple business units (BRS, BBM, Sales, Network Planning, Finance and Field Services)
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Associate Director Capacity ManagementBell Oct 2011 - Apr 2012Led the short term workforce management teams in Ontario and Quebec. Responsible to manage customer appointment offerings for all lines of business.Harmonized the short term capacity management process by aligning best practices across Ontario and Quebec. Improved key service results (Same Day Next Day Appointments, Arrived Late) while reducing required field resources and inefficient time..
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Associate Director Long Term ForecastingBell Canada Mar 2007 - Oct 2011Develop, implement and govern a rolling long term forecast (0-48 months) of field load and required capacity for Field Management Services. The flexible forecast model combines historical based statistical modelling using forecast software with a consensus model containing inputs from Marketing, Sales and Operations Business Units.
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Associate Director Service Delivery & Process ImprovementBell Canada Nov 2005 - Feb 2007Responsible for all process development, control and communication for all market segments (BRS, SMB, Enterprise & Wholesale).Responsible for all service measures and analysis for all markets, including CRTC, Missed Commitments, MTTR, & Coded Orders.
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Associate Director District Emergency Operations: EwaBell Canada Mar 2005 - Oct 2005Responsible for 24x7 coverage of the District Emergency Operations Centre for the Field Operations Work Stoppage as well as the Service Recovery.Operations prime for order workflow, process management & communication, capacity management, executive updates, service delivery, safety reporting, service reporting and metrics.
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Associate Director Fmo Project ManagerBell Canada Oct 2004 - Feb 2005Developed and implemented new Control Centre organizational structure, including full Project life cycle: multiple scenarios, finalized plan, WBS maintenance, communication, logistics, cost/benefit tracking.
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National Install: Dispatch ManagerBell Canada Oct 2003 - Sep 2004Responsible for creating National Operations Team: Staffing, Scheduling, Process Development, Training, Service Measures & Analysis, PMO for relocation to Wynford (including hiring, logistics and training).
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Process ManagerBell Canada Jul 2001 - Sep 2003SPOC for OCC Process Control (all markets). Responsible for full process life cycle including: develpment, documention, communication, user sign off, process control/audit
Jeff Conway Skills
Jeff Conway Education Details
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Project Management
Frequently Asked Questions about Jeff Conway
What company does Jeff Conway work for?
Jeff Conway works for Bell
What is Jeff Conway's role at the current company?
Jeff Conway's current role is Bell Technical Solutions.
What is Jeff Conway's email address?
Jeff Conway's email address is je****@****bell.ca
What is Jeff Conway's direct phone number?
Jeff Conway's direct phone number is (800) 667*****
What schools did Jeff Conway attend?
Jeff Conway attended Schulich School Of Business - York University.
What skills is Jeff Conway known for?
Jeff Conway has skills like Project Management, Capacity Management, Service Delivery, Cross Functional Team Leadership, Forecasting, Analysis, Telecommunications, Call Center, Customer Experience, Workforce Management, Wireless, Product Management.
Who are Jeff Conway's colleagues?
Jeff Conway's colleagues are Stephen Gelder, Sylvain Litalien, Guy Lapointe, Claude Robillard, Surinder Gill, Joseph Maurice Chavannes, Leo Chiasson.
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