This position reports directly to the Manager, Customer Care. In this position you will lead the continuous improvement of the Credit & Collections area and the Customer Relations Centre
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.
Through a collaborative relationship with the Customer Service management team, provide the following:
Implement process improvements in the Credit & Collections area
Manage the Customer Relations Centre (CRC) and the resolution of escalated complaints from Contact Centre, Executive Leadership, LOBs, Ombudsman office, Corporate Communications and Government Relations
Provide recommendations on process improvements identified through the resolution of CRC escalated complaints
Implement process improvements with the new Remote Disconnect / Reconnect capabilities
Manage Accounts Receivables for Energy Billing and Non-Energy Billing (NEB)
Mitigate bad debt exposure by developing processes to collect unpaid receivables
Lead the development and implementation of projects or initiatives; including business case development, requirements definition, budgeting, and managing implementation through service providers.
Develop online self-service options for customers in order to improve service delivery and customer experience
Manage various customer complaints by working with the Contact Centre, LOBs, Customer Relations Centre, Ombudsman office, Corporate Communications and Government Relations.
Initiate and implement IT and process reengineering/modifications to improve customer satisfaction.
Lead efforts across various lines of business to evaluate potential customer response to proposed solution options or communications activity and identify potential impacts to the Program’s objectives. Work with others to plan customer and internal communication strategies and tactics required to support objectives. Recommend and contribute to development and implementation of training for customer facing staff.
Provide Collections related subject matter expertise to the Communications, Change Management, Operations, Finance and Customer Care Teams.
Prepare comprehensive reports, specifications and process improvements to resolve issues, producing necessary documentation, as necessary.
Develop Key Performance Indicators to reflect the health of the Credit, Collections, and Non-Energy Billing work programs
Manage work stream status reporting including budget and schedule.
Perform other duties as required.
Accountability for the outputs of others:
Set the appropriate context for subordinates (i.e. corporate strategies and policies, accountabilities, tasks, budgets, business requirements, performance targets, expectations for continuous improvement, etc.)
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 affecting their work, and continuous improvement opportunities
Requires extensive knowledge of process development, implementation and monitoring
Requires extensive knowledge in working with customer facing initiatives
Requires strong facilitation and stakeholder skills
Requires extensive knowledge of relevant codes and regulations governing energy and non-energy billing and operations
Extensive knowledge and awareness of technology and business processes supporting Hydro One’s CIS solution.
Demonstrated experience with handling business management and project management issues with specific emphasis on Customer Care and associated IT platforms and applications.
Business focus – ability to understand business objectives and translate them into requirements and solutions.
Extensive experience working in an outsourced service provision environment.
Extensive demonstrated leadership and managerial competency in managing a team of professionals, establishing priorities and adapting to changing conditions.
Requires experience in understanding of developments and changes with respect to electricity industry structure and market rule and code changes and their corresponding impacts on customers.
Requires a knowledge of business administration, financial modeling, and cost/benefit principles and techniques
Requires experience in providing services in a highly competitive market where a strong Customer focus is of paramount importance
Requires extensive experience with SAP
Strong quantitative and qualitative analysis skills
Demonstrated strong negotiation skills
If you share our passion for safety, our customer service focus, and are ready to play a lead role in building a bright future, we would love to hear from you!
Thank you for considering this opportunity and we welcome applications from all qualified candidates. If you are being considered for an interview or other assessment one of our Recruitment Consultants will be in touch. Furthermore, if you are being considered for an interview and require special accommodations please let us know. Finally, short-listed candidates will be asked to pass a reliability check (which could include criminal background check, driver’s license abstract, education verification, etc.) prior being offered a job at Hydro One.
Deadline: February 26, 2019
In the event you are experiencing difficulties applying to this job please consult our help page here.