Customer Program Manager – Finance and Business Planning

Job title: Customer Program Manager – Finance and Business Planning

Job description: 43942 – Toronto – Rotation – up to 18 months

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. Employees will be required to either be fully vaccinated or undergo regular rapid antigen testing in order to access a Hydro One worksite.

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:

• Develop program objectives and strategies in support of broader corporate financial and customer goals.
• Be responsible for forecasting and planning call volumes and associated financials.
• Monitor performance data for the purpose of managing the service and maintaining customer satisfaction.
• Be accountable for customer satisfaction associated with delivery of these programs.
• Jointly with senior executives, develop and manage 5-year business plans and budgets.
• Develop business cases and clearly define scope for proposed initiatives.
• Work closely with executive-level service providers and Hydro One staff to facilitate required changes.
• Identify, recommend, and implement change to ensure ongoing regulatory compliance, reduce costs, improve efficiencies, and implement best practice, through the customer sustainment work programs.
• Introduce new processes and technology into customer delivery sustainment programs.
• Develop and implement technology strategies for customer delivery sustainment.
• Predict performance problems and take action.
• Understand and predict customer impact of programs and initiatives.
• Identify and predict the impact of other programs and initiatives on contact handling volumes, costs and identifying mitigating actions.
• Participate in strategic initiatives that may influence customer perceptions and behaviour.
• Report on performance to Hydro One senior management.
• Recommend Hydro One policy changes related to customer delivery.
• Participate in RFP and contract-award/negotiations with respect to 3rd party contracts if necessary.
• Establish Service Level documents with 3rd parties.
• Keep abreast of the latest developments and act as an industry expert in customer delivery, and the electricity markets that could affect customer billing, contact and receivables patterns.

Essential Knowledge & Experience:

• Education: Requires a comprehensive knowledge of customer service, business acumen, reporting, financial concepts, business planning, and budget administration. This knowledge is considered to be normally acquired either through the successful completion of a four-year university education. A business management or finance degree is considered an asset.
• Skills: Requires excellent analytical, oral, and written communication skills. Requires attention to detail when assessing financial/budget related issues and making decisions.
• Experience: Requires work experience in a customer service or finance related environment. A period of eight to ten years is considered necessary to gain this experience.

Essential Competencies:

• Customer orientation and commitment to corporate goals and customer needs.
• Ability to develop cooperative working relationships.
• Excellent oral and written communication skills.
• Ability to deliver high quality products on schedule with a minimum of supervision.
• Ability to focus and work under time pressures.
• Strong analytical, problem solving and decision making skills.
• Strong quantitative and qualitative analysis skills.
• Strong organization and planning skills.
• Ability to assess and manage risk and issues.
• Self-starter, capable of identifying the need for, and taking, independent action.

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 2021.

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.

Deadline: January 17, 2022

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