Continuous Improvement Officer

**CONTINUOUS IMPROVEMENT OFFICER**

**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, while actively supporting a diverse, equitable and inclusive workplace.

Reporting to the Customer Performance and Value Delivery Supervisor, the Continuous Improvement Officer will be joining a newly
established team that is responsible for measuring customer expectations and business performance while delivering quality and
measurable improvement with speed for the benefit of our customers. This newly created role will be a critical enabler in achieving
key components of Manitoba Hydro's strategic plan. The Continuous Improvement Officer will be the expert and ambassador in
business process re-design responsible for identifying, leading, designing and implementing continuous and sustainable process
improvements with a focus on policies, systems and processes, tools and technology and customer strategy to support the goal of
becoming more responsive, trusted, and customer-centric.

**_ Responsibilities:_**
- Works with other Continuous Improvement Officers, the Department Manager and Business Unit stakeholders to develop,

evaluate and prioritize initiatives identified in the Customer Solutions & Experience Business Unit.
- On an annual basis, works with stakeholders in the Customer Care, Customer Experience & Value Enablement and Energy

Service Advice and Products divisions to refresh their Business Unit Roadmap by assessing strategic relevance, priority and
sequence.
- 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 Care into an
organization that values continuous improvement and operational excellence.
- Will validate and proactively identify new opportunities that align to the strategic needs to support Manitoba Hydro's Corporate

Strategy 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).
- In consultation with the Department, Division, and Business Unit, will participate in annual and quarterly business planning

process.
MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY

Reference Code: CO57050904-03

**_ Qualifications:_**
- A four-year degree in a related discipline from a university of recognized standing plus four years related experience;
OR
- A two-year diploma in a related discipline from an institution of recognized standing plus seven years related experience.

Proven demonstrable experience, training and/or certification in process improvement, continuous improvement, and/or
business transformation (e.g. Lean Six Sigma) is preferred.
- Experience in a supervisory or leadership capacity would be an asset.
- Proven demonstrable experience, training and/or certifi