Practice Management Specialist

2 weeks ago

Winnipeg, Canada Manitoba Hydro Full time

PRACTICE MANAGEMENT SPECIALIST

**Winnipeg, MB**

**_ Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers_**

**Great Benefits**
- Competitive salary and benefits package.
- Defined-benefit pension plan.
- Nine-day work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life
- and community.- Flex-time and partially remote work schedule (providing the option to work remotely 3 days per 2 week period), depending on

nature of work, operational requirements and work location.

Manitoba Hydro is a leader among energy companies in North America, recognized for providing highly reliable service and
exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that supports innovation,
commitment and customer service.

Reporting to the Practice Management Supervisor, this role is responsible for continuous improvement for Customer Energy
Services functions along with supported functions and sparking innovations to improve service levels and increase customer
satisfaction. This role will be a critical enabler in achieving the goal of "increasing responsiveness and improving the customer
experience" - foundational to pillars of Strategy 2040. The Practice Management Specialist will lead and support activities related to
business process re-design, operationalizing training of new and existing staff and be responsible for identifying, leading, designing
and implementing continuous and sustainable process improvements with a focus on policies, systems & processes, tools &
technology, people & roles and customer strategy to support the goal of becoming more responsive, trusted and customer centric.

**_ Responsibilities:_**
- Works with other Practice Management Specialists, the department manager and other stakeholders to develop, evaluate and

prioritize initiatives identified in Customer Energy Services or supported initiatives of Customer Energy Services.
- Lead Customer Energy Services initiatives and supported initiatives: identify opportunities, evaluate, prioritize, recommend

and facilitate development of new and/or existing practices, processes and procedures to meet departmental requirements.
- Lead cross-functional teams using process improvement techniques to implement initiatives by documenting business

processes; recognizing performance gaps and conducting root cause analysis; using empirical models, data, analytics and
insights to identify opportunities to automate, centralize, eliminate or standardize processes/policies; and recommending,
designing and implementing solutions to meet service-level requirements and deliver operational efficiencies for
re-investment.
- Responsible to define initiative success criteria to monitor initiative outcomes and to ensure expected benefits are realized

according to the initiative's business case.
- Responsible to communicate project performance results and KPIs to senior management and project/program steering

committees; and to proactively monitor outcomes, objectives and milestones to identify and mitigate risks and deliver results
on-time, on-budget, and in-scope relative to approved project plans.
- In consultation with stakeholders, will be accountable to develop communication plans and support change management

plans to ensure success in the implementation of initiatives and realization of intended outcomes.
- Will be responsible for providing insight, training and coaching on process improvement methods to project teams and

stakeholders to ensure initiatives are implemented successfully and to support the transformation of Customer Energy
Services into an organization that values continuous improvement and operational excellence.
- Will validate and proactively identify new opportunities that align to the strategic needs of Customer Energy Services in order

to support Strategy 2040, to achieve business outcomes and to meet the evolving expectations of employees and customers.
- Accountable for the maintenance of tools used to manage initiative delivery, outcomes, and benefits (e.g. business cases,

project charters, project plans, and risk / issue / decision logs).
- Will create, maintain and track KPIs and standards for the Customer Solutions & Experience and
- Asset Planning & Delivery Business Units. Will analyse the data and initiate continuous improvement projects related to long
- and short-term strategic goals.- Ensure effective functional relationships and communication with staff from both inside and outside the Department to provide

MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY

Reference Code: CO56725119-01
- key deliverables and timely completion of all initiatives.- Ensure the development, evaluation, revision and ensure training, mentorship and technical leadership is provided to the

employees within Customer Energy Services.

**_ Qualifications:_**
- A four-year degree in a related discipline from a

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