Customer & Business Services Manager

50307 - To Be Determined - Regular 

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly  1.5 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:

The Manager, Process, Quality & Training (FBC) will be accountable for developing and maintaining the competency of all represented FBC roles. This involves maintaining a team of trainers, content developers and analysts. The manager will also be responsible to coordinate with relevant stakeholders to ensure processes and documents are aligned to meet the business needs of the FBC.  Lastly, they will support the manager of the FBCs to ensure tools are developed, maintained and suitable to deliver on departmental results.

Managerial Accountabilities:

Manage the unit and achieve the approved programs and targeted results through:

• Ensuring subordinates are able and willing to produce the desired output, and that subordinates continually improve the processes for achieving the outputs.
• Assessing staff capability to do the required work, now and in the future.
• Conduct personal effectiveness reviews of subordinates to build relationships and trust, and to improve effectiveness.

Specific Accountabilities

Process:

• Lead in the investigation, development, documentation, implementation and enhancement of all FBC processes so as to improve the customer experience and reduce operational expenditure. This will require liaising with other process groups to ensure consistency and compatibility of business practices within the Distribution Lines Organization.
• Optimize business processes by leveraging digital and automation technologies
• Identify best practices in the customer experience and in operation efficiency from both in and out of the industry, be able to apply these ideas and concepts to our organization, develop plans and facilitate implementation of those best practices.
• Identify, design, write, present, and implement business cases for new processes including systems and technology enhancements related to FBC processes
• Provide internal / external customers with insights based on business research and analysis.

Training:

• Accountable to produce, revise, and prepare a variety of training documents and related materials (manuals, handouts, and job aids) used for computer & in-classroom based training.
• Research, plan, organize, and execute training programs and workshops for all FBC represented staff.
• Conduct training sessions covering specific topics such as use of software, customer service skills, procedure and process, and product/service knowledge.
• Determine appropriate instructional methods such as individual training, group training, demonstrations, video conference and workshops.
• Use a variety of instructional methods to ensure maximum delivery effectiveness, including individual, large or small group instruction.

Quality:

• Drive the evolution of our methodology and adherence to Quality Assurance standards and maintain these standards across all sites.
• Monitor employee utilization, completion rates, scores and action plans around quality initiatives.
• Provide leadership and oversight through problem resolution support, transparent communication, and mentorship.
• Establish, evaluate, track and report on FBC compliance with regards to following quality standards, metrics, and expectations

Selection Criteria

• Demonstrated experience in hybrid training and modern instructional design using both asynchronous and synchronous techniques is an asset
• Experience working with various training and/or quality assurance systems
• Experience working in a unionized environment is considered an asset
• Experience with SAP and scheduling toolsets
• Demonstrated experience in collating vast and complex sets of information into modules that are clear, accessible, and easy to consume by various audience types
• Demonstrated experience working with the full project lifecycle specifically: Project definition, planning, estimating, scheduling, and project execution is an asset

Essential Competencies

• Requires experience delivering process and/or training functions
• Requires experience leading teams to implement organizational change
• Highly developed communication & interpersonal skills, able to build relationships and interact comfortably with a wide range of levels in the organization: from senior executives to support staff within and outside of the company
• Extensive experience in coaching others to achieve top quartile performance and quality from others
• Solid customer focus and should be able to operate well in teams.

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 2025.

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.

"Employer of the year 2025"

Deadline: April 14, 2025

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We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.