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About the role
Req Id: 431817 Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day. We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell. On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks. At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments. Summary The Senior Manager, Quality & Governance will be responsible for overseeing and continuously improving organizational processes, ensuring compliance through rigorous auditing, and managing vendor contracts within the Bell AI Fabric group. This role serves as the central pillar for operational excellence, driving quality standards and establishing a strong governance framework to mitigate risk and optimize performance. Position Overview
Contribute to the achievement of Bell’s four strategic priorities by providing insights and metrics that support effective decision-making, strong controls, and sustainable business performance Support Bell AI Fabric’s growth by taking responsibility for the development and implementation of processes while ensuring Bell AI Fabric is compliant with governance controls in all areas including Sox, industry and legislative requirements. Key Responsibilities
Quality Management: Oversee the design, implementation, and continuous improvement of quality assurance programs. Establish key performance indicators (KPIs) to monitor operational quality and drive corrective actions when standards are not met. Process Drafting & Optimization: Lead the development, documentation, and refinement of standard operating procedures (SOPs). Collaborate with cross-functional teams to map out workflows, eliminate bottlenecks, and ensure processes are scalable and efficient. Auditing & Compliance: Develop and execute internal audit plans to evaluate adherence to company policies and regulatory requirements. Identify areas of risk, present audit findings to executive leadership, and track the implementation of remediation plans. Contract Management: Manage the full lifecycle of vendor and partner contracts. Negotiate terms, track deliverables, ensure service level agreements (SLAs) are met, and resolve any contract-related disputes. Governance & Risk Management: Establish and maintain a robust governance framework. Facilitate governance committees, ensure strategic alignment across departments, and proactively manage operational and compliance risks. Critical Qualifications
7+ years of progressive experience in quality management, operational governance, or a related field, with at least 3 years in a leadership or managerial capacity. Bachelor's degree in Business Administration, Operations, Risk Management, or a related field. A Master's degree or relevant certifications (e.g., Lean Six Sigma, PMP, Certified Internal Auditor) is a strong plus. Strong knowledge of auditing, governance, risk management, internal controls, process development and ISO and QM standards Experience leading complex engagements and managing competing priorities Proficiency in process mapping tools (e.g., Visio, Lucidchart), contract management tools, and quality management systems Results-oriented high performer Proactive, organized, and deadline-driven, with strong project management skills Superior written and verbal communication skills Strong analytical and critical-thinking skills, with the ability to translate complex issues into clear business and risk-based insights Innovative, intellectually curious, and committed to continuous learning Comfortable leveraging productivity technology, including AI, responsibly to enhance audit quality and efficiency Sound professional judgment, with the ability to work independently and handle sensitive information with confidentiality Exceptional analytical, problem-solving, and communication skills. Ability to influence stakeholders at all levels and drive cross-functional change without direct authority. Collaborative relationship builder with the ability to coach, mentor, and develop others Adequate knowledge of French is required for positions in Quebec. Additional Information: Position Type: Management Job Status: Regular - Full Time Job Location: Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Montreal Work Arrangement: HybridApplication Deadline: 08/19/2026 For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs. Please apply directly online to be considered for this role. Applications through email will not be accepted. We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners. At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong. Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us. Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information. Created: Canada, ON, Ottawa Bell, one of Canada's Top 100 Employers.
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Top Benefits
About the role
Req Id: 431817 Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day. We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell. On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks. At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments. Summary The Senior Manager, Quality & Governance will be responsible for overseeing and continuously improving organizational processes, ensuring compliance through rigorous auditing, and managing vendor contracts within the Bell AI Fabric group. This role serves as the central pillar for operational excellence, driving quality standards and establishing a strong governance framework to mitigate risk and optimize performance. Position Overview
Contribute to the achievement of Bell’s four strategic priorities by providing insights and metrics that support effective decision-making, strong controls, and sustainable business performance Support Bell AI Fabric’s growth by taking responsibility for the development and implementation of processes while ensuring Bell AI Fabric is compliant with governance controls in all areas including Sox, industry and legislative requirements. Key Responsibilities
Quality Management: Oversee the design, implementation, and continuous improvement of quality assurance programs. Establish key performance indicators (KPIs) to monitor operational quality and drive corrective actions when standards are not met. Process Drafting & Optimization: Lead the development, documentation, and refinement of standard operating procedures (SOPs). Collaborate with cross-functional teams to map out workflows, eliminate bottlenecks, and ensure processes are scalable and efficient. Auditing & Compliance: Develop and execute internal audit plans to evaluate adherence to company policies and regulatory requirements. Identify areas of risk, present audit findings to executive leadership, and track the implementation of remediation plans. Contract Management: Manage the full lifecycle of vendor and partner contracts. Negotiate terms, track deliverables, ensure service level agreements (SLAs) are met, and resolve any contract-related disputes. Governance & Risk Management: Establish and maintain a robust governance framework. Facilitate governance committees, ensure strategic alignment across departments, and proactively manage operational and compliance risks. Critical Qualifications
7+ years of progressive experience in quality management, operational governance, or a related field, with at least 3 years in a leadership or managerial capacity. Bachelor's degree in Business Administration, Operations, Risk Management, or a related field. A Master's degree or relevant certifications (e.g., Lean Six Sigma, PMP, Certified Internal Auditor) is a strong plus. Strong knowledge of auditing, governance, risk management, internal controls, process development and ISO and QM standards Experience leading complex engagements and managing competing priorities Proficiency in process mapping tools (e.g., Visio, Lucidchart), contract management tools, and quality management systems Results-oriented high performer Proactive, organized, and deadline-driven, with strong project management skills Superior written and verbal communication skills Strong analytical and critical-thinking skills, with the ability to translate complex issues into clear business and risk-based insights Innovative, intellectually curious, and committed to continuous learning Comfortable leveraging productivity technology, including AI, responsibly to enhance audit quality and efficiency Sound professional judgment, with the ability to work independently and handle sensitive information with confidentiality Exceptional analytical, problem-solving, and communication skills. Ability to influence stakeholders at all levels and drive cross-functional change without direct authority. Collaborative relationship builder with the ability to coach, mentor, and develop others Adequate knowledge of French is required for positions in Quebec. Additional Information: Position Type: Management Job Status: Regular - Full Time Job Location: Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Montreal Work Arrangement: HybridApplication Deadline: 08/19/2026 For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs. Please apply directly online to be considered for this role. Applications through email will not be accepted. We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners. At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong. Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us. Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information. Created: Canada, ON, Ottawa Bell, one of Canada's Top 100 Employers.