Manager, Customer Care Jobs

46611 - Markham - Regular - Full Time
Safety Comes First is a core value at Hydro One, and we remain committed to taking every reasonable precaution to ensure a respectful, safe and healthy working environment. Further to this commitment, we have adopted a COVID-19 Vaccination Policy to protect the health of our employees from the hazard of COVID-19. New employees will be required to declare their vaccination status to Hydro One. Employees who do not provide proof of vaccination status may not enter any 3rd party locations that require full vaccination (e.g. customer properties).
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!

• NOTE* Hydro One introduced a Hybrid Work Pilot Project in 2022 for most office-based roles. Employees work in-office/on-site two days a week and remotely from home for three days a week. Hydro One is adding refreshed workspaces and technology to support these changes. Join us as we ‘trial & learn’ a new modern way of working and be a key driver of future state!

In office but with intention – a time for team and trust building, collaboration, and socialization. Please reach out to us to learn more!
Job Function
This role will serve to maximize shareholder value and customer experience by executing projects from inception to completion. The role will require to manage project resources, internal teams, external vendors, and other stake holders. Additionally, the role will require to assist with project strategy, developing core project teams to meet business and divisional objectives. The candidate should be experienced in managing change and adapting to evolving business needs, as well as introducing new processes and technologies across the organization.
Specific Accountabilities
The position will entail managing and overseeing large and small projects within the organization. The successful candidate will be responsible for planning, executing, and delivering projects on time, within budget, and with high quality. This role requires experience in project management, with a proven track record of delivering successful projects. The role will require the ability to work on complex projects, including SAP replacement, AMIO, and small projects. The candidate should be able to work in a fast-paced environment and must be able to work under pressure and manage multiple initiatives simultaneously.
A Detailed List Of Key Accountabilities Follows

• 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.
• 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.
• 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.
• Excellent communication skills are essential for the role, as the candidate will need to effectively communicate with team members, external vendors, executive teams, and other stakeholders.
• The candidate should have a strong technical background, preferably in SAP ISU Utilities, Smart Metering, to understand the technical aspects of the work and to provide guidance to their team.
• 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.
• 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

• Work closely with service providers and Information Technology (IT) staff to facilitate required changes.
• Having a strategic mindset and be able to think critically, identify opportunities for improvement, and develop plans to achieve organizational and project goals.
• Experienced in building and maintaining effective teams, fostering collaboration and cooperation with internal staff and vendors
• Develop customer delivery sustainment program objectives and strategies in support of broader corporate financial and customer goals.

Managerial Leadership Accountabilities
Accountability for the output of others:

• Knowing and ensuring that subordinates comply with all legal and regulatory requirements, local policies and procedures, and generally accepted practices related to their work
• Providing leadership to subordinates so that they collaborate competently, and with full commitment with each other in pursuing the goals set:
• Demonstrating stewardship of the assets and resources:
• Providing subordinates with appropriate knowledge, skills, information, work procedures and equipment to facilitate responsible behavior which will protect their safety and contribute to their health
• Providing a work environment that supports and values diversity and is free from harassment
• Providing a work environment and facilities where health and safety incidents are minimized, and employees are not dissatisfied
• Providing a safe and healthy work environment:
• 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
• Defining specific tasks for subordinates which are required to achieve the desired results and/or to accommodate the changes required within the business operations.
• Setting appropriate context for subordinates (i.e., 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.
• Protection of the environment, the assets and subordinates providing for
• Ensuring every reasonable precaution is taken for the
• 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
• Translating the Department's goals and objectives into a direction which guides the operation of the business communicating that direction to staff
• 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

Security of human, physical and information resources
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 2022.
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 [email protected]. 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: May 8, 2023
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