Customer & Business Services Manager

Job Information
Author pmnationtalk
Date January 14, 2020
Type Full Time
Company Hydro One Networks Inc
Location To Be Determined, ON
Category Customer Service
Client Hydro One
Contact Information
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Customer & Business Services Manager

Date: Jan 13, 2020

Location: To Be Determined, ON, CA

Company: Hydro One Networks Inc

34303 – To Be Determined – Regular – Ongoing 

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:

  • Manage, supervise and lead staff, organize schedule and assign routine and special duties to clerical, technical, trades and Society staff, providing instruction, guidance and checks necessary to ensure work quality and accuracy and conformity to governing regulations.

Specific Accountabilities:

  • Through the Manager Field Business Centres(i.e., corporate strategies and policies, accountabilities, tasks, budget and programs, compliance and performance targets, expectations for continuous improvement, etc.), provide the following:
    • Responsible for provision of wide range of customer electrical services
    • Supervise staff, organize schedule and assign routine and special duties to clerical, technical, trades and Society staff, providing instruction, guidance and checks necessary to ensure work quality and accuracy and conformity to governing regulations.
    • Make effective recommendations on personnel issues such as staff changes, promotions, hiring, terminations and maintain discipline.
    • Provide advice and guidance relative to staff problems.
    • Responsible for developing teamwork with peers and developing a teamwork environment amongst subordinates.
    • Responsible for sound environmental practices and compliance with approved legislation.
    • Ensure that personnel are provided adequate training, be aware of fluctuating workload and initiate measures necessary to maintain operating efficiency.
    • Participate in meetings of both local and province wide scope and contribute to the formulation of new or revised policy affecting Provincial Lines and Zone operations.
    • Participate or be involved in Outage Management meetings and Off Road equipment scheduling.
    • Ensure appropriate representation at meetings.
    • Develop & Communicate monthly & yearly Long Term Planning activities.
    • Authorize expense reports and other personnel forms as delegated.
    • Ensure adequate training for subordinates, administer pay and personnel matters.
    • Prepare or supervise preparation of reports and the various correspondences relative to Zone operation.
    • Study requirements and participate with planning staff in preparation of plans for construction and expenditure, attend meetings and supervise the implementation of the program in accordance with direction.
    • Manage and provide advice and recommendations on capabilities, price, service levels and other deliverables as part of negotiation of Service Level Agreements or Contracts.
    • Participate in discussions, problem solving and issue resolution with customers regarding negotiation, implementation and ongoing work performance of Service Level Agreements or Contracts.
    • Deal with customer complaints and initiate remedial action.
    • Assist in the transfer of customers’ supply and services to municipalities and provide various technical and/or administrative services to municipalities upon request.
    • Participate in cross functional teams to implement customer products and programs in the areas of asset planning and operations, customer relations, customer connections, information management, code compliance application of tariffs within timelines.
    • Develop and implement work plans to deliver policies and products designed to address expectations of Customers (LDC’s, load customers, generators) regulator and shareholder and improve customer’s knowledge and understanding of new obligations and processes in the deregulated Ontario electricity market.
    • Perform other duties as required.

Managerial Accountabilities:

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

  • Maintaining a team of subordinates who are capable of producing the outputs required.
  • Ensure subordinates are able and willing to produce the desired output
  • Improve the processes for achieving the outputs.
  • Assess staff capability to do the required work, now and in the future.
  • Conduct personal effectiveness reviews of subordinates managers/specialists to build relationships and trust, and to improve effectiveness.
  • Mentor and counsel subordinates once removed.

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

Technical Knowledge:

Specific knowledge required to perform in this position:

  • Requires knowledge of customer service and distribution & transmission function in order to supply electrical power and service to customers.
  • Requires knowledge of customer operations.
  • Requires knowledge of outage management and off road equipment scheduling.
  • Requires knowledge of project management and human relations to negotiate effectively with customers and the public, knowledge of computer applications related to network systems.
  • Requires good knowledge of English to effectively communicate with others.
  • Requires experience in negotiation practices and issue resolution techniques to support development of Service Level Agreements, contracts, project requirements and process changes.
  • Requires experience in carrying out the broad scope of administrative responsibilities associated with monitoring, coordinating, and controlling the work activities of a large group.
  • A period of over 10 years and up to and including 12 years is considered necessary to gain this experience.

Demonstrated Management Skills:

  • Achievement Motivation – concern for working well or for competing against a standard of excellence.
  • Analytical thinking – ability to understand a situation by segmenting and tracing implications step by step.
  • Client –Service Orientation – desire to help or serve others, to meet their needs.
  • Developing Others – takes action to foster the long term learning or development of others.
  • Directiveness – able to insist others comply with one’s wishes where the power of one’s position is used appropriately and effectively, with the long term good of the organization in mind.
  • Impact and Influence – able to persuade, convince, influence or impress others.
  • Initiative – takes action, proactively doing things and not simply thinking about future actions.
  • Information seeking – ability to acquire information relevant to the achievement of valued goals.
  • Listening, Understanding and Responding – ability to accurately listen, understand and respond appropriately when interacting with individuals and groups.
  • Strategic business thinking – ability to apply their technical knowledge and experience to making management decisions for achieving business objectives.
  • Team leadership – ability to take a role as leader of a team or other group.
  • Teamwork – able to work with others as part of a team, as opposed to working separately or competitively.

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 2019.

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  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: January 27, 2020

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