Manager - Customer Care

Hydro One Networks Inc • Markham, ON

19d • Onsite

About The Position

This role will serve to maximize shareholder value and customer experience by overseeing and executing our digital channels such as website, customer portals, mobile applications, chat and interactive voice. Assist with the definition of the Departmental strategy, develop team and Divisional objectives. Improve decision-making capabilities through increased use of customer data and analytics to design more customer centric programs and offerings.

This role will be accountable for all aspects of delivering & executing the customer facing digital channels program. 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.

Through negotiations and business dealings with senior executives at the service provider firms, be responsible for planning, negotiating, and monitoring the delivery of digital service channels.

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 for service improvements, and provide data required to support recommendations, investment decisions and work program development

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.

Establish a customer experience feedback structure in support of broader corporate and customer goals.
Manage and maintain project plans, develop action plans for issues, track risk mitigation plans and recommendations as necessary to advance Hydro One digital projects.
Manage and provide consultative services and specialized expertise in areas of web usability, consumer experience, and digital storytelling.
Design, develop and plan for the integration and consumer launch of new e-tools Work collaboratively with vendors to deliver an effective and award winning digital platform.
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.
Serve as a SME in User Experience (UX) and Customer Experience (CX) Design, maintain consistency of CX across multiple channels.
Perform UX audits, establish the system of UX benchmarks to monitor UX design quality of the solutions built. Provide guidance to the delivery teams.
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.

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

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 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

Requirements

• Knowledge of business administration, social sciences, digital media and marketing to establish and maintain good customer and public relationships, resolve customer complaints and concerns, identify emerging trends, and develop strategies to respond to trends, issues, conflicts, and concerns.
• Extensive experience in UX and CX management roles, designing complex, large-scale solutions.
• Experience with analyzing results of quantitative and qualitative research: surveys, usability testing, collaborative design sessions, web analytics.
• Ability to identify actionable insights that inform critical decisions.
• Deep practical knowledge of Service Design, Design Thinking, and UX Design Strategy.
• Demonstrated ability to use journey modelling, personas, and other techniques to define customer experience across multiple channels.
• Deep practical knowledge of Agile and Waterfall software development methodology.
• Extensive knowledge in working with customer-facing initiatives.
• 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 demonstrated leadership and managerial competency in managing a team of professionals, establishing priorities, and adapting to changing conditions.
• Experience in understanding developments and changes with respect to electricity industry structure and market rule and code changes and their corresponding impacts on customers.
• Demonstrated ability to supervise, foster positive working relationships, and provide effective team leadership, including performance monitoring, evaluation, and feedback.
• A period of over 8 years and up to and including 12 years of experience is considered necessary.

Responsibilities

• Overseeing and executing digital channels such as website, customer portals, mobile applications, chat and interactive voice.
• Assisting with the definition of the Departmental strategy, developing team and Divisional objectives.
• Improving decision-making capabilities through increased use of customer data and analytics to design more customer centric programs and offerings.
• Delivering and executing the customer facing digital channels program.
• Building the necessary team, strategy and processes to effectively and efficiently deliver the program.
• Designing and developing strategy for outsourcing and managing SLAs and the Division's relationship with service providers.
• Setting the external communications positioning for business activities and new communication programs or needs.
• Planning, negotiating, and monitoring the delivery of digital service channels through negotiations and business dealings with senior executives at service provider firms.
• Contributing to annual customer satisfaction programs related to Hydro One Networks customer service activities.
• Sourcing external suppliers, implementing surveys or other methods of data collection, analyzing and interpreting data.
• Establishing customer needs, expectations and drivers for satisfaction.
• Recommending areas of dissatisfaction for service improvements and providing data to support recommendations, investment decisions and work program development.
• Managing the Division's delivery needs through various service providers.
• Preparing work requirements documentation for SLAs, reporting, and measurement/metric requirements.
• Establishing means to promote cost reductions and quality improvements through contracts.
• Acting as contract manager for service needs through contract negotiations, contract approvals and reporting.
• Recommending and managing a process to implement new or unplanned work with service providers.
• Establishing a customer experience feedback structure in support of broader corporate and customer goals.
• Managing and maintaining project plans, developing action plans for issues, tracking risk mitigation plans and recommendations.
• Providing consultative services and specialized expertise in areas of web usability, consumer experience, and digital storytelling.
• Designing, developing, and planning for the integration and consumer launch of new e-tools.
• Collaborating with vendors to deliver an effective and award-winning digital platform.
• Monitoring performance data for the purpose of managing the service and maintaining customer satisfaction.
• Being accountable for customer satisfaction associated with delivery of these programs.
• Developing and managing 5-year business plans and budgets jointly with senior executives.
• Serving as a SME in User Experience (UX) and Customer Experience (CX) Design, maintaining consistency of CX across multiple channels.
• Performing UX audits and establishing a system of UX benchmarks to monitor UX design quality of solutions built.
• Providing guidance to delivery teams.
• Developing business cases and clearly defining scope for proposed initiatives.
• Working closely with executive-level service providers and Hydro One staff to facilitate required changes.
• Identifying, recommending, and implementing change to ensure ongoing regulatory compliance, reduce costs, improve efficiencies, and implement best practice through customer sustainment work programs.
• Introducing new processes and technology into customer delivery sustainment programs.
• Setting appropriate context for subordinates (strategies, policies, accountabilities, tasks, budget, programs, compliance, performance targets, continuous improvement expectations).
• Setting an effective framework of policies and procedures for the work of the unit.
• Ensuring own and subordinates' compliance with all legal and regulatory requirements, policies, procedures, and generally accepted practices.
• Establishing a two-way working relationship with subordinates to solicit their views on conditions and potential changes affecting their work.
• Establishing continuous improvement program opportunities.
• Ensuring subordinates are able and willing to produce the desired output by assessing their capability.
• Conducting personal effectiveness reviews of subordinates to build relationships, trust, and improve effectiveness.
• Providing leadership to subordinates so they collaborate competently and with full commitment.
• Translating Departmental goals and objectives into a direction that guides business operations.
• Communicating that direction to staff.
• Defining specific tasks for subordinates to achieve desired results and/or accommodate changes.
• Providing subordinates with appropriate knowledge, skills, information, work procedures, and equipment to facilitate responsible behavior.
• 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.
• Ensuring subordinates comply with all legal and regulatory requirements, local policies and procedures, and generally accepted practices.

Benefits

• Pay-for-performance compensation philosophy
• Annual adjustments and incentive payments based on individual and company performance
• Extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed