Hydro One Networks Inc Hiring for Manager – Customer Care (Customer Experience) at Toronto, ON Full Time

45819 – Toronto – Regular –

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!

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. A detailed list of key accountabilities follows:

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

Accountability for the output of others:

• 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

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: December 12, 2022

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