Customer Operations Manager

**49898 - Regular -**

**Representation**:

- Management**Job code**:

- 00513707**Pay information**:

- 17 (Operations) /**Hours of work (per week)**:

- 40 hr 5dy* 8hr**Shift work**:

- No**Number of positions**:

- 1**Town/City**:

- Belleville, Ontario**Department**:

- CAPITAL PORTFOLIO DELIVERY / ENGINEERING & CONSTRUCTION / LINES W**General Accountabilities**:
Supporting the Superintendent Transmission Lines West Region the Custmer Operations Manager is accountable for the supply of services associated with transmission lines maintanance, transmission and distrubution lines construction, and outage/emergency response. Key accountabilities include planning, organizing and resourcing the assigned transmission work program / projects and commissioning for controlling safety, cost, schedule and quality. Accountable for 100+ employees at various work headquarters and project site locations within a geographic area as assigned by the Superintendent.

**Specific Accountabilities**:

- Provide coaching to all subordinate staff to elevate staff to a higher level of performance.
- Develop and nurture a strong safety culture.
- Know and ensure the competency of staff to undertake assigned workload safely and efficiently.
- Communicate strategy, goals and objectives to subordinates.
- Ensure all work is done to the standard in terms of cost, schedule, quality, etc. and in accordance with all regulations related to Health, Safety and Environment, and the Collective Agreements.
- Drive costs down to competitive levels through the implementation of world class best practices.
- Continuously monitor and assess work processes for improvement using CQI principles.
- Ensure customer satisfaction targets are met.
- Effective teamwork with peers in other zones and with service providers.
- Management supervision of direct and indirect reports, including PWU, PWU hiring hall, Society.
- Performance Management - Review personnel performance against requirements and take action where appropriate.
- Establish work headquarters and optimize crew mobilization.
- Track job progress and adjust as required.
- Liaise with municipalities, towns, contractors and numerous hands of government regarding Hydro One directive and interaction with customers and stakeholders.
- Provide continuous coaching and mentoring of supervisors and front line managers. Many have limited work experience and exposure to PWU and the Collective Agreement.
- Accountable for operational costs, schedule, safety, product quality and environmental performance. Provide input to Project Execution Plans, estimates, and the associated schedules.
- Identify areas of deficiencies and promote productivity and process improvement to reduce costs, rework and increase safety.
- Work openly and responsibly with employees and their representatives to maintain a harmonious working environment in accordance with the Collective Agreement(s).
- Work closely with operating staff to minimize disruption to existing facilities and to ensure that the work of one group does not affect the safety of another.

**Essential Competencies**:

- Thrives in an environment of rapid and continuous change.
- Change management capabilities.
- Proven management skills
- Proven workforce management and working experience in transmission and distribution lines construction, maintenance and outage/emergency response.
- Strong working knowledge of labour agreements including the PWU, PWU hiring hall, Society and Inn on the Park Accord (IOPAA) agreements.
- Strong business acumen.
- Personal competencies include: organizational commitment, team leadership, teamwork, innovation, and achievement motivation
- Must have knowledge of transmission lines, design standards, safety rules, policies, procedures, and methods necessary to execute construction projects in a safe, and efficient manner.

**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 working relationship with subordinates to solicit their views on conditions and potential changes effecting their work, and continuous improvement opportunities.

**Selection Criteria**:

- Demonstrates a strong personal commitment to providing service to the customer.
- Assumes safety, quality and financial accountability for work performed and results.
- Demonstrates commitment to continuous improvement principles and joint problem solving with employees and employee representatives. Deals with and resolves issues in a timely and consistent manner.