Operations Careers: Job Family Introduction

The more than 11,000 employees in Operations make this business unit the largest and most dynamic team at Bell. Operations is responsible for Bell's national network, including field services (installation and repair), provisioning (engineering and network management) and the network infrastructure (service assurance and design) that supports Bell's customer-focused strategy.

In addition to managing the traditional landline network, Operations is responsible for the high growth network infrastructures in wireless (e.g. Bell Mobility), high speed Internet (Sympatico), and data (e.g. electronic transfers of funds). Operations is already helping Bell grow in an IP (Internet Protocol) world by developing applications for video, voice, music, television and security services over IP lines.

The recent acquisition of 360 Networks in Western Canada and the awarding of the 2010 Olympic Games in Vancouver, mean that Bell will be actively growing in the West, particularly by acquiring and training employees with solid IP skills.

Mission

• Deliver for the customer ... profitably
• Respect each other
• Think and act with rigour
• Work as a team
  

Key objectives

• Improve service
• Lead migration to IP network
• Improve productivity
• Focus on the customer
• Realign the Operations culture

You will find below overviews of some of the Operations departments.

Network Provisioning and Planning
Service Provisioning and Assurance
Field Operations
Operations Process and Integration

Network Provisioning and Planning

Jean-Clément Drolet
Vice-President – Network Planning and Provisioning

Network Planning and Provisioning is broken up into four main functional areas:

1. Process and Technology
2. Network Planning, Direction and Investment
3. Network Management
4. Implementation Management

Location: Management and non-management positions exist across Canada. However, we are primarily located in Toronto, London, Ottawa and Montréal.

Number: Approximately 2,500 employees

Mission

There is a current philosophy within the department to "Bring Speed and Simplicity to NP&P".

Key objectives

Network Planning and Provisioning plans, builds and manages the optimal mix of current and next generation technologies for Bell and its national and international partners in order to maximize the company's economic profit. This entails sustaining and growing our Access, Switching, Transport and Broadband/IP networks, as well as voice and data circuit engineering, and planning network direction and investment.

The Network Provisioning and Planning business plan strategy focuses on:

• Service Delivery - Maintaining our service levels within defined targets
• Financial Management - Reducing capital intensity and improving productivity
• Employee Development - Integrating the GO culture and evolving employee competencies to meet the needs of the future

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Operations Process and Integration

Charles Hill,
Vice-President – Operations Process and Integration

The Operations Process and Integration department is a small, multidisciplinary team that works on a matrix basis, drawing on a broad range of partners. Reaching out to subject matter experts across the company, the team is responsible for quarterbacking all business Galileo-related activities throughout Operations. Their three primary focuses include COGS (Cost of Goods Sold) initiatives and network optimization, a variety of Galileo project responsibilities, and Operations-related strategic planning components.

Location: Montréal and Toronto regions

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Service Provisioning and Assurance

Glenn Ward,
VICE-PRESIDENT – SERVICE PROVISIONING AND ASSURANCE

Mission

Customer Service Assurance ensures that our network is managed effectively from end-to-end. Employees are accountable for network surveillance, testing, technical support, 611, 911, Help Desk and enhanced services.

Our mission statement is to provide operational excellence and unparalleled quality of service in the management and servicing of our customers, through strategic investment in our people processes and technology.

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Field Operations

Christian Roy,
Vice-President – Field Operations

The Field Operations team handles installation and repair for business and residential customers (voice and data services), and manages our Central Offices in both Ontario and Québec.

We have the following main areas of expertise:

• Control Centre and Workforce Management
• Data/Gateways
• Cable Maintenance
• Central Office Maintenance
• Level 1 Support, Process and Contract Management

Location: The Field Operations teams have positions across Ontario and Québec, with major centres in Toronto, London, Barrie, Ottawa, Montréal and Québec City.

Number: Currently, Field Operations employs approximately 421 Managers, 749 CTEA Associates and 4638 CEP Technicians throughout Ontario and Québec.

Mission

Through cost reduction, to improve productivity and leverage the competencies and flexibility of our workforce, we will be the cost competitive, quality choice in the market.

Key objectives

Key Strategies:

1. Reduce costs by maximizing the use of contractors
2. Improve workforce management by leveraging the flexibility of our workforce
3. Improve productivity to be cost-competitive in the market
4. Leverage reliable FWFM tools for our dispatch system by developing new capabilities for Central Office and Data
5. Improve skills to achieve the Galileo IP transition
6. Provide exceptional service to satisfy market segments
   

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