Customer Operations Manager

**Date**:Dec 9, 2024

**Location**: Perth, ON, CA

**Company**:Hydro One Networks Inc

**50099** -**Perth** -**Regular**Ongoing**

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One

**Job Function**:
Responsible for provision of wide range of customer electrical services such as connections, upgrades and emergency repairs. Manage and supervise staff, organize schedule and assign routine and special duties to clerical, technical, trades and Society staff, providing instruction, guidance and checks necessary to ensure work quality and accuracy and conformity to governing regulations.

**Specific Accountability**
- Responsible for provision of wide range of customer electrical services such as connections, upgrades and emergency repairs.
- Supervise staff, organize schedule and assign routine and special duties to clerical, technical, trades and Society staff, providing instruction, guidance and checks necessary to ensure work quality and accuracy and conformity to governing regulations.
- Make effective recommendations regarding staff changes or promotions and maintain discipline.
- Provide advice and guidance relative to staff problems. Responsible for developing teamwork with peers and developing a teamwork environment amongst subordinates.
- Responsible for sound environmental practices and compliance with approved legislation.
- Administer the general Operations Centre operation, ensure that adequate security, fire and safety measures are taken, and precautions observed.
- Ensure that personnel are provided adequate training, be aware of fluctuating workload and initiate measures necessary to maintain operating efficiency.
- Participate in meetings of both local and province-wide scope and contribute to the formulation of new or revised policy affecting Provincial Lines and Zone operations.
- Direct the disposal of obsolete equipment, perform work standard studies and prepare reports.
- Authorize expense reports and other personnel forms as delegated.
- Ensure adequate training for subordinates, administer pay and personnel matters.
- Supervise Operations Centre(s) technical activity. Plan and direct the day-to-day preventive and other necessary maintenance to rural lines and associated equipment, street lighting systems, rights of-way including fencing, ditching, tree pruning and weed control, buildings and grounds.
- Supervise work performed on lines above rural line voltage and be accountable to Zone for work performed.
- Plan and direct day-to-day operation relative to the implementation of rural plant.
- Supervise the installation of electric service, special metering devices and initiate requests for power meter tests.
- Direct the installation and maintenance of fuses, reclosures, breakers, repeater switches and other safety devices in accordance with Zone fuse, coordination plan.
- Investigate, and provide details and sketches of proposed line crossings to Zone and direct pole replacement program in accordance with Work Management instructions. May direct and be responsible for routine maintenance and minor repair relative to stations within area jurisdiction having limited technical responsibility in this regard.
- May operate shops, garages or other repair depots engaged in the repair and minor maintenance of quantities of equipment such as fleets of vehicles, boats and/or work equipment, etc.
- Supervise Operations Centre office. Ensure staff follow the appropriate processes related to accounting and clerical activities associated with the billing and collection of authorized charges relative to the installation of services and/or revenue from sale of power, the maintenance of area stores and the accounting for tools and office equipment.
- Prepare or supervise preparation of reports and the various correspondence relative to Zone operation.
- Participate in planning of Zone capital expenditures, such as line extensions, street lighting, plant betterment, etc. Be aware of load growth or other conditions necessitating modification of existing plant or services, or extensions thereto. Study requirements and participate with planning staff in preparation of plans for construction and expenditure, attend meetings and supervise the implementation of the program in accordance with direction.
- Manage assigned work processes, monitor, evaluate and recommend changes and/or improvements to ensure efficient and effective completion of work as required in Service Level Agreements or contracts.
- Contribute to and review i