Manager - Customer Care

50245 - Regular  

Job Function:

This role will serve to maximize shareholder value and customer experience by overseeing and executing a customer program such as Contact Handling, Billing, Distribution Generation or Collections. Assist with the definition of the Departmental strategy, develop team and Divisional objectives. Improve decision-making capabilities through increased use of customer data and analytics to design more customer centric programs and offerings

Specific Accountabilities:

This role will be accountable for all aspects of delivering & executing a customer program such as Contact Handling, Billing, Distribution Generation or Collections. The Manager is accountable to build the necessary team, strategy and processes to effectively and efficiently delivery the program. The Manager is accountable to design and develop strategy for outsourcing and managing SLAs and the Division's relationship with service providers, and also for a role to set the external communications positioning for business activities and new communication programs or needs.

Key Accountabilities:

• Through negotiations and business dealings with senior executives at the service provider firms, be responsible for planning, negotiating, and monitoring the delivery of these sustainment programs & external service providers.

• Develop or source customer information or data to meet the intelligence needs for the Division, including the Division's input to planning and investment decisions or to provide Customer Service input to processes outside the Division

• Contribute to annual customer satisfaction program related to Hydro One Networks customer service activities. Source external suppliers as required, implement surveys or other methods of data collection, analyze and interpret data. Establish customer needs, expectations and drivers for satisfaction. Recommend areas of dissatisfaction, of service improvements, and provide data required to support recommendations, investment decisions and work program development

• Provide input to strategic satisfaction measures for Company scorecards, performance contracts, SLAs, business planning or risk management; arrange for data collection required to monitor and report -on measures

• Manage the Division's delivery needs through various service providers. Prepare work requirements documentation to be part of the SLAs, reporting and measurement/metric requirements. Establish means to promote cost reductions and quality improvements through contracts. Act as contract manager for service needs through contract negotiations, contract approvals and reporting. Recommend and manage a process to implement new or unplanned work with service providers.

• Accountable for incorporating best in class processes into program delivery such as: Customer Intelligence, Customer Satisfaction, Vendor Management -Develop customer delivery sustainment program objectives and strategies in support of broader corporate financial and customer goals.

• Work closely with service providers and Information Technology (IT) staff to facilitate required changes.

MANAGERIAL LEADERSHIP ACCOUNTABILITIES:

• Setting appropriate context for subordinates (ie, strategies and policies, accountabilities, tasks, budget and programs, compliance and performance targets, expectations from continuous improvement, etc) setting an effective framework of policies and procedures for the work of the unit

• Knowing and ensuring own and subordinates' compliance with all legal and regulatory requirements, and all policies and procedures, and generally accepted practices relating to the work of the business

• Establishing a two-way working relationship with subordinates to solicit their views on conditions and potential changes affecting their work, and establishing continuous improvement program opportunities

Maintaining a team of subordinates who are capable of producing the outputs required:

• Ensuring subordinates are able and willing to produce the desired output -assessing staff capability to do the required work now and in the future

• Conducting personal effectiveness reviews of subordinates to build relationships, trust, and to improve their effectiveness Providing leadership to subordinates so that they collaborate competently, and with full commitment with each other in pursuing the goals set:

• Translating the Department's goals and objectives into a direction which guides the operation of the business

• Communicating that direction to staff

• Defining specific tasks for subordinates which are required to achieve the desired results and/or to accommodate the changes required within the business operations

Providing a safe and healthy work environment:

• Providing subordinates with appropriate knowledge, skills, information, work procedures and equipment to facilitate responsible behaviour which will protect their safety and contribute to their health

• Providing a work environment and facilities where health and safety incidents are minimized and employees are not dissatisfied

• Providing a work environment that supports and values diversity and is free from harassment

• Knowing and ensuring that subordinates comply with all legal and regulatory requirements, local policies and procedures, and generally accepted practices related to their work

Demonstrating stewardship of the assets and resources:

• Ensuring every reasonable precaution is taken for the protection of the environment, the assets and subordinates providing for security of human, physical and information resources

Hydro One employees, you can apply online via the Careers module in Success Factors. To access Success Factors, click on the Talent Management link in the Applications drop-down menu on the HydroNet site. Otherwise, if you do not have Hydro One computer access, forward your application to Careers@HydroOne.com. In the event you are experiencing difficulties applying to this job please visit myHR.

Deadline: March 17, 2025

NOTE: An Employee who is the successful applicant to a vacancy that results in a move between the Hydro One companies (Hydro One Networks, Hydro One Telecom and Hydro One Remotes) will have his/her EI and CPP deductions restarted. If as a result of the restart of these deductions the employee over contributes to EI and/or CPP, the employee will be eligible for a refund of the over contribution through their personal income tax return. For further details, please contact the HR Support Centre.