Customer Operations Manager

48833 - Guelph - Regular -  

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly  1.4 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

General Accountabilities:

Supporting the Superintendent Transmission Lines West Region the Custmer Operations Manager is accountable for the supply of services associated with transmission lines maintanance, transmission and distrubution lines construction, and outage/emergency response. Key accountabilities include planning, organizing and resourcing the assigned transmission work program / projects and commissioning for controlling safety, cost, schedule and quality. Accountable for 100+ employees at various work headquarters and project site locations within a geographic area as assigned by the Superintendent.

Specific Accountabilities:

• Provide coaching to all subordinate staff to elevate staff to a higher level of performance.

• Develop and nurture a strong safety culture.

• Know and ensure the competency of staff to undertake assigned workload safely and efficiently.

• Communicate strategy, goals and objectives to subordinates.

• Ensure all work is done to the standard in terms of cost, schedule, quality, etc. and in accordance with all regulations related to Health, Safety and Environment, and the Collective Agreements.

• Drive costs down to competitive levels through the implementation of world class best practices.

• Continuously monitor and assess work processes for improvement using CQI principles.

• Ensure customer satisfaction targets are met.

• Effective teamwork with peers in other zones and with service providers.

• Management supervision of direct and indirect reports, including PWU, PWU hiring hall, Society.

• Performance Management - Review personnel performance against requirements and take action where appropriate.

• Establish work headquarters and optimize crew mobilization.

• Track job progress and adjust as required.

• Liaise with municipalities, towns, contractors and numerous hands of government regarding Hydro One directive and interaction with customers and stakeholders.

• Provide continuous coaching and mentoring of supervisors and front line managers. Many have limited work experience and exposure to PWU and the Collective Agreement.

• Accountable for operational costs, schedule, safety, product quality and environmental performance. Provide input to Project Execution Plans, estimates, and the associated schedules.

• Identify areas of deficiencies and promote productivity and process improvement to reduce costs, rework and increase safety.
• Ensure a safe working environment through training and the application of safe work methods and safety procedures and promote the Internal Responsibility Systems (IRS).
• Work openly and responsibly with employees and their representatives to maintain a harmonious working environment in accordance with the Collective Agreement(s).
• Work closely with operating staff to minimize disruption to existing facilities and to ensure that the work of one group does not affect the safety of another.

Essential Competencies:

• Thrives in an environment of rapid and continuous change.

• Change management capabilities.

• Proven management skills

• Proven workforce management and working experience in transmission and distribution lines construction, maintenance and outage/emergency response.

• Strong working knowledge of labour agreements including the PWU, PWU hiring hall, Society and Inn on the Park Accord (IOPAA) agreements.

• Strong business acumen.

• Personal competencies include: organizational commitment, team leadership, teamwork, innovation, and achievement motivation

• Must have knowledge of transmission lines, design standards, safety rules, policies, procedures, and methods necessary to execute construction projects in a safe, and efficient manner.

Accountability for the outputs of others:

• Set the appropriate context for subordinates (i.e. corporate strategies and policies, accountabilities, tasks, budget. and Programs, compliance and performance targets, expectations for continuous improvement, etc.)

• Set an effective framework of policies and procedures for the work of the unit.

• Know and ensure own and subordinates’ compliance with all legal and regulatory requirements, and all corporate policies and procedures, and generally accepted practices relating to the work of the unit.

• Establish a two-way working relationship with subordinates to solicit their views on conditions and potential changes effecting their work, and continuous improvement opportunities.

Selection Criteria:

• Demonstrates a strong personal commitment to providing service to the customer.

• Assumes safety, quality and financial accountability for work performed and results.

• Demonstrates commitment to continuous improvement principles and joint problem solving with employees and employee representatives. Deals with and resolves issues in a timely and consistent manner.  Deals appropriately with poor performance and reinforces good performance.

• Demonstrated knowledge of appropriate labour agreements.

• Demonstrates knowledge of transmission lines sufficient to lead a team of construction and maintenance crews.

• Demonstrates principled leadership, reliability, judgment, and sound business ethics.

Notes:

• The incumbent will be working with Transmission Mtce and Construction crews that will be involved in working and travelling throughout the province. Time away from the work center will be required for work planning to crew visits and work safety observations.

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2023.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

Deadline: Monday, November 25th, 2024

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