Vp, Customer Care

8 months ago

Toronto, Canada Toronto Hydro Full time

We are embracing the challenges of today and creating a high-performing utility of the future through a paced transformation — harnessing the city’s tremendous growth while sustainably modernizing, enhancing the customer experience, and focusing on understanding and supporting key technologies and tools. Toronto Hydro has commenced a multi-phase customer enhancement program to harmonize the customer experience by delivering a digital enablement of customer interactions, seamless meter to cash process, updating customer billing technology and other customer service processes in a cost-effective and unified manner.

To support these efforts, we are seeking a Vice President, Customer Care to be responsible for the strategic direction and day-to-day operations for the customer care team. Responsibilities will include oversight to customer care management systems to forecast, plan, execute and report on Contact Centre, Billing, Collections, Accounts Receivable, Meter Operations, Meter Data Management, Customer Connections and Large Customer and Key Accounts. The incumbent will evaluate and advise on the interdependencies between customer care operations and organizational plans and guide the development and governance of customer care standards and technology systems. This role also collaborates with key internal and external stakeholders, including vendors to align customer care strategies and solutions with business strategy.

Toronto Hydro has implemented a mandatory vaccination requirement for all its employees. Proof of full vaccination will be required upon receiving a conditional offer of employment. Toronto Hydro will provide reasonable accommodation to individuals who cannot be vaccinated due to disability or any other ground protected by the Ontario Human Rights Code.

RESPONSIBILITIES:

- Manages divisional safety, performance, attendance, talent acquisition, development, succession and engagement in accordance with organizational systems and programs.
- Develops long and short-term customer care and customer connections strategies to achieve corporate outcomes to advance the customer /customer connections experience and drive efficiencies, compliance and performance to the “meter-to-cash” processes.
- Assesses risks and opportunities within customer care operations and develops mitigation plans to resolve. Oversees execution of internal/external audits and third-party assessments to test governance and controls within customer care systems.
- Oversees and guides the development and governance of customer care operations systems and standards for the organization to support quality, timely, accurate, compliant support to customers. Confirms governance framework, measures, policies and work procedures are in place to comply with required internal and external quality standards and applicable regulations.
- Develops long and short-term strategies for the provision of customer connections and large customer and key account services. Oversees the end-to-end process for the provision of connections services to customers and service model and outcomes for large customers and key accounts. Leads and attends executive large customer and key account meetings and acts as escalated point of contact to customer issues and concerns, working with internal and external stakeholders to resolve (as required).
- Drives continuous improvement in customer care technology solutions to improve and enhance operations and the customer experience. Responsible for the continuous improvement of customer care practices to evolve the customer experience and support strategic and operational needs.
- Collaborates with key internal stakeholders to align customer care strategies and solutions with business strategy. Develops and maintains relationships with external stakeholders to strategically maintain or advance the organization’s position related to customer care and key account management and customer information systems.
- Oversees relationships with third-party vendors in the provision of customer care operations support and services.

**REQUIREMENTS**:

- Undergraduate degree in Business, Finance, Communications or related discipline
- Master’s level degree (preferred)
- Fifteen years’ experience in customer care/customer service operations and/or utility operations, finance, accounting or related experience
- Ten years of progressive senior management experience (Executive level preferred)
- Experience in unionized environment (an asset)
- Experience working with large scale customer information systems (preferred)
- Extensive knowledge of customer care operations to support electric utility’s “meter to cash” processes
- Knowledge of electric utility regulations in the province of Ontario as it relates to customer care management
- Superior customer relationship management skills
- Exceptional strategic and systems thinking
- Excellent vendor management skills
- Strong influence, negotiation, stakeholder

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