Customer & Business Services Manager

6 months ago

Barrie, Canada Hydro One Networks Inc Full time

**47855** - **Barrie** - **Regular** -**

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**:

- Lead staff, by organizing, scheduling and assigning routine and special duties to clerical, technical, trades and Supervisory staff, providing instruction, guidance and checks necessary to ensure work quality and accuracy and conformity to governing regulations.

**Specific Accountabilities**:

- Through the Manager Field Business Centres(i.e., corporate strategies and policies, accountabilities, tasks, budget and programs, compliance and performance targets, expectations for continuous improvement, etc.), provide the following:

- Responsible for provision of wide range of customer electrical services
- Supervise staff, organize schedule and assign routine and special duties to clerical, technical, trades and Society staff, providing instruction, guidance and checks necessary to ensure work quality and accuracy and conformity to governing regulations.
- Make effective recommendations on personnel issues such as staff changes, promotions, hiring, terminations and maintain discipline.
- Provide advice and guidance relative to staff problems.
- Responsible for developing teamwork with peers and developing a teamwork environment amongst subordinates.
- Responsible for sound environmental practices and compliance with approved legislation.
- Ensure that personnel are provided adequate training, be aware of fluctuating workload and initiate measures necessary to maintain operating efficiency.
- Participate in meetings of both local and province wide scope and contribute to the formulation of new or revised policy affecting Provincial Lines and Zone operations.
- Participate or be involved in Outage Management meetings and Off Road equipment scheduling.
- Ensure appropriate representation at meetings.
- Develop & Communicate monthly & yearly Long Term Planning activities.
- Authorize expense reports and other personnel forms as delegated.
- Ensure adequate training for subordinates, administer pay and personnel matters.
- Prepare or supervise preparation of reports and the various correspondences relative to Zone operation.
- Study requirements and participate with planning staff in preparation of plans for construction and expenditure, attend meetings and supervise the implementation of the program in accordance with direction.
- Manage and provide advice and recommendations on capabilities, price, service levels and other deliverables as part of negotiation of Service Level Agreements or Contracts.
- Participate in discussions, problem solving and issue resolution with customers regarding negotiation, implementation and ongoing work performance of Service Level Agreements or Contracts.
- Deal with customer complaints and initiate remedial action.
- Assist in the transfer of customers' supply and services to municipalities and provide various technical and/or administrative services to municipalities upon request.
- Develop and implement work plans to deliver policies and products designed to address expectations of Customers (LDC's, load customers, generators) regulator and shareholder and improve customer's knowledge and understanding of new obligations and processes in the deregulated Ontario electricity market.
- Perform other duties as required.

**Managerial Accountabilities**:

- Manage the unit and achieve the approved programs and targeted results through:

- Maintaining a team of subordinates who are capable of producing the outputs required.
- Ensure subordinates are able and willing to produce the desired output
- Improve the processes for achieving the outputs.
- Assess staff capability to do the required work, now and in the future.
- Conduct personal effectiveness reviews of subordinates managers/specialists to build relationships and trust, and to improve effectiveness.
- Mentor and counsel subordinates once removed.

**Accountability for the outputs of others**:

- Set the appropriate context for subordinates (i.e. corporate strategies and policies, accountabilities, tasks, budget and Programs, compliance and performance targets, expectations for continuous improvement, etc.).
- Set an effective framework of policies and procedures for the work of the unit.
- 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 work

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