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Operational Excellence Specialist

2 weeks ago

Winnipeg, Canada Manitoba Hydro Full time

**OPERATIONAL EXCELLENCE 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. This is an exciting opportunity to contribute as a key member of a dynamic team assembled to realize the department's mandate of "Implementing continuous improvement for Customer Care functions and sparking innovations to improve service levels and increase customer satisfaction." This new 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 Operational Excellence Specialist will be the Customer Care 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 & processes, tools & technology, people & roles, and customer strategy to support the goal of becoming more responsive, trusted, and customer-centric. **_Responsibilities:_** - Works with other Operational Excellence Specialists, the department manager and divisional stakeholders to develop, evaluate and prioritize initiatives identified in the Customer Experience Improvement Roadmap. On an annual basis, work with stakeholders in the Customer Care and Customer Strategy & Experience divisions to refresh the Roadmap by assessing strategic relevance, priority and sequence. - Lead cross-functional teams using process improvement techniques to implement initiatives in the Roadmap 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 of Customer Care 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). - 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: CO56744442-01 **_ Qualifications:_** - A four-year degree in a related discipline from a university of recognized standing plus five 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 certification in change management (e.g. Prosci ADKAR) would be an asset. - Pr