Scott Watson
Collingwood,Canada
Summary
15 years of management and experience in the telecommunications industry. Analytical, passionate and detailed driven leader with experience with large teams, labor relations, project management and workforce management. I enjoy using analytics to transform operations and interact with a diverse group of team members. I recently completed my MBA, and I use this with my operational skills and experience to drive a strategic vision. In parallel to my formal education, I have been selected and participated in a selective next-generation talent pipeline that prepares the top 1% of senior leaders to be successful in executive positions.
Overview
17
17
years of professional experience
Work History
Director Ontario Field Operations
Bell Canada
GTA
11.2024 - Current
- Lead over 600 field technicians, 25 managers and 5 regional managers in building and maintaining Bell's core network
- Managed budgeting and financial planning processes for the organization.
- Executed on multiple strategic imperatives to improve business operations
- Directed the organization's daily operations, ensuring a safe and productive work enviroment for teams.
Senior Manager, Field Operations
Bell Canada
06.2022 - 11.2024
- Regional manager for a team of 115 unionized technicians and 6 managers over large geographical area with an operating budget of over $20M annually, maintaining the core Bell network
- Project managed multiple initiatives to reduce OPEX such as tactical overtime processes, absence management to save over 160K of operating expense in Q4
- Responsible for hiring, coaching and performance management of technicians in the region
- Short and long term forecasting workload for technicians to balance customer commitments with operating expenses
- Created multiple senior VP level presentations in powerpoint using tableau / expert in both programs (including expert level excel)
- Responsible for extensive health and safety protocols for technicians including ensuring all technicians are working on safely across region
- Launched multiple new initiatives including toll decommissioning to revolutionize the Bell network and move customers to fibre and off copper network
- Worked with vendors across the region to install, expose and repair Bell cabling
- Primed environmental think tank green appts initiative to create a “green option” for Bell customers, project managed with IT to develop solution. Started project, worked with IT teams to create program
Senior Manager, Ontario Short Term Forecasting, Analysis and Operations
Bell Canada
01.2019 - 01.2022
- Led a team of 120 clerical employees and 8 management employees in multiple locations to build work force management planning for Ontario field operations. Short term modelling and field dispatching for Bell technicians.
- Developed plans for field teams for the next 14 days using historical data, statistical modelling including regression modelling to predict workload trends
- Directly responsible to delivering on 3 key corporate customer service indicators
- Developed automated short term forecasting program within the field team in Ontario to reduce cost and missed appointments for customers.
- Supported over 1.5K technicians and 5K jobs daily
- Recruited 5 new managers into roles in teams
- Saved over 4.4M productivity YoY due to strategic cost reducing initiatives
- Executed on multiple strategic initiatives, such as creating future leaders program, and multiple reorgs to reduce waste in the business and drive synergies between teams.
Senior Manager, Assignment and Activation
Bell Canada
01.2018 - 01.2019
- Led outsourcing initiative to move internal support calls to reduce service pressures and manager costs. Moved calls to vendor and Quebec teams with capacity. Over 1K calls daily were migrated to new teams.
- Built and developed a challenge process within team to allow better visibility for agents to improve their results and understand how they can improve and transparency with results. This led to better transparency on service expectations
- Created and implemented first call resolution metric to improve customer service
- Focused on developing a culture of excellence and trust within the team. Monthly meetings with union/employees and saw grievances drop over 50% YoY as a result of an open door/transparent environment and collaborative culture.
- Launched automated solution to reduce calls and move to a digital solution
Manager, Data and Business Markets / Bell Field Support
Bell Canada
01.2013 - 01.2019
- Direct manager of a team of over 35 clerical unionized associates
- Responsible for team budget, HR and projects involving Bell’s business customers Data and IPVPN services. For example, Desjardins, Canadian Tire, Desjardins etc.
- Managed 24/7 365 team to monitor Bell’s internal network and arrange dispatch of field technicians to meet service level agreements
- Created Excel reporting to track team progress and project charters.
- Creation of KPI’s and coaching of employees to meet targets and goals / responsible for mentoring & promotions to management when within the team
- Primed planning for Bell field for Pan Am games in 2015 to ensure response times to potential service issues were achieved
Business and Cable Technician
Bell Canada Control Centre
01.2008 - 01.2013
- Technician providing L1 testing for business customers for their data and voice services.
- Worked complex escalations to resolve customers outages
- Performed deep dive escalations to understand gaps in processes and work with project and management teams to improve work flows
- Worked overnight and off normal shifts to migrate customers services over to new data/ipvpn platforms
Education
MBA -
Australian Institute of Business
11.2023
Data Analytics Certificate -
Brainstation
Certificate - Mental Health
Queens University
Skills
- Data analytics
- Budget management
- Customer service
- Health and safety
- Strategic planning
- Project Management
- Labor Relations
- Communication
- Strategy
Awards
- Merit Distinction, 5, Quarterly award for top 10% of managers per quarter across field services
- Merit Elite Club, 2, Yearly award for highest 3% of managers performance in a year
Timeline
Director Ontario Field Operations
Bell Canada
11.2024 - Current
Senior Manager, Field Operations
Bell Canada
06.2022 - 11.2024
Senior Manager, Ontario Short Term Forecasting, Analysis and Operations
Bell Canada
01.2019 - 01.2022
Senior Manager, Assignment and Activation
Bell Canada
01.2018 - 01.2019
Manager, Data and Business Markets / Bell Field Support
Bell Canada
01.2013 - 01.2019
Business and Cable Technician
Bell Canada Control Centre
01.2008 - 01.2013
MBA -
Australian Institute of Business
Data Analytics Certificate -
Brainstation
Certificate - Mental Health
Queens University
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