Manager, Customer Connections Analytics

7 months ago

Toronto, Canada Toronto Hydro Full time

**WORK ILLUSTRATION**:
Reporting to the Director, Customer Connections and Key Account Services, the Manager, Customer Connections Analytics and Reporting is responsible for implementing and maintaining systems, processes, procedures and vendor support to confirm timely and accurate execution for the organization’s simple customer connections service delivery and managing the customer connections call centre. Works with internal and external stakeholders and customers to implement end-to-end simple customer connections requests to connect to Toronto Hydro’s distribution System. Provides accurate and timely reporting for the overall customer connections program to confirm corporate, divisional and regulatory requirements.

The incumbent is expected to behave ethically and follow the established code of business conduct, policies and internal control procedures, laws and regulations governing Toronto Hydro.

**KEY RESPONSIBILITIES**:

- Leads the consolidated reporting for the Customer Connections program for corporate, divisional and regulatory performance monitoring and compliance. Performs standard and ad-hoc analysis and reporting to support customer connections program delivery and outcomes
- Oversees customer connections program. Works with internal stakeholders (i.e. Engineering, Operations and Finance) on short/long term forecasting requirements, budgeting and project scheduling to drive the connections program
- Leads new initiatives, KPIs and productivity and process changes to improve the quality of customer connections program management data, regulatory compliance and reporting
- Acts as the primary point of contact to manage incoming communications from customer connections call centre related to customer connections and general inquiries, in addition oversees a team that receives a requests from the intake and triage team, simple customer connections requests
- Manages the terms and conditions of agreement, including invoicing and vendor spend.
- Manages a team of internal and external resources to manage the end-to-end customer follow-up, premise and service point creation, field activity creation, execution, order closing, reconciliation, required internal and external reporting, and payment for simple customer connections projects
- Creates, maintains and continuously improves short-interval control and reporting to provide visibility and financial oversight to the portfolio and project status, in-service asset attainment and project completion
- Leads projects/initiatives to enhance the process to support customer connections program/project reporting, including modifications to existing or implementation of new systems or processes to meet customer, distribution system or regulatory demands
- Responsible for continuous improvement of processes and systems to enhance customer experience and operational excellence.

**REQUIREMENTS**:

- Bachelor Degree or College diploma in Engineering (Electrical discipline preferred)
- Five (5) years professional experience (utility industry preferred); experience in business process redesign, analysis of business processes and identifying areas for improvements and development of new processes
- Three (3) to five (5) years progressive project leadership and/or supervisory experience
- Three (3) years experienced in a customer focused role
- Certified Engineering Technologist (CET) or Professional Engineer (P.Eng) preferred
- Project Management Professional Certification (PMP) (preferred)
- Experience in a high volume, fast paced environment preferred
- Strong knowledge of the electrical distribution system, utility design, civil infrastructure, construction standards and operations
- Strong knowledge of corporate IT systems and databases including GIS
- Strong understanding of analytics tools/methodologies and reporting; high level knowledge and experience with Tableau and Alteryx preferred
- Proficiency with MS Office
- Ability to handle complex situations, and resolve difficult or non-routine issues
- Demonstrated experience in performance measurement and quality monitoring
- Experience in process optimization, design, mapping and successfully rolling out new processes to the organization
- Highly analytical with strong influence and negotiating skills and solid business judgement
- Well-developed stakeholder engagement and communication skills
- Strong project management skills (requirements gathering, solution design and implementation)
- Strong verbal and written communication skills
- Program/project management skills
- Financial and business acumen
- Vendor/contractor management skills

LIHybrid

Toronto Hydro has introduced a Hybrid Work Arrangement. This position allows for remote work up to three days per week, based on business needs. Employees will be required to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person. You are expected to live in Ontario and within reason

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