Customer Care Enablement Manager

**Date**:Apr 11, 2025

**Location**: Markham, ON, CA

**Company**:Hydro One Networks Inc

**50364** -**Markham** -**Regular**Not Applicable/Optional**

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**:
This role will serve to maximize shareholder value and customer experience by overseeing and executing a supporting function of Customer Enablement that allows customer programs such as Contact Handling, Billing, Distribution Generation or Collections evolve and improve. Assist with the definition of the Departmental strategy, develop team and Divisional objectives. Improve decision-making abilities through increased use of customer data and analytics to design more customer centric programs and offerings.

**General Accountabilities**:

- This role will be accountable for all aspects of delivering & executing a customer program for Quality, Process, Training and other enablement functions that support programs such as Contact Handling, Billing, Distribution Generation or Collections.
- The Manager is accountable to build the necessary team, strategy and processes to effectively and efficiently deliver the program.
- The Manager is accountable to design and develop strategy for managing SLAs and the Division's relationship with service providers, and for a role to set the external communications positioning for business activities and new communication programs or needs.

**Specific Accountabilities**:

- Through negotiations and business dealings with senior executives, be responsible for planning, negotiating, and monitoring the delivery of these sustainment programs & external service providers.
- Develop or source customer information or data to meet the intelligence needs of the Division, including the Division's input on planning and investment decisions or to provide Customer Service input to processes outside the Division
- Contribute to annual customer satisfaction program related to Hydro One Networks customer service activities.
- Source external suppliers as required, implement surveys or other methods of data collection, analyze and interpret data.
- Establish customer needs, expectations and drivers for satisfaction.
- Recommend areas of dissatisfaction, of service improvements, and provide data required to support recommendations, investment decisions and work program development. Provide input to strategic satisfaction measures for Company scorecards, performance contracts, SLAs, business planning or risk management; arrange for data collection required to monitor and report -on measures
- Manage the Division's delivery needs through various service providers. Prepare work requirements documentation to be part of the SLAs, reporting and measurement/metric requirements.
- Establish means to promote cost reductions and quality improvements through contracts. Act as contract manager for service needs through contract negotiations, contract approvals and reporting.
- Recommend and manage a process to implement new or unplanned work with service providers. Accountable for incorporating best in class processes into program delivery such as: Customer Intelligence, Customer Satisfaction, Vendor Management -Develop customer delivery sustainment program objectives and strategies in support of broader corporate financial and customer goals.
- Work closely with service providers and Information Technology (IT) staff to facilitate the required changes.

**Leadership Accountabilities**:

- Setting appropriate context for subordinates (ie, strategies and policies, accountabilities, tasks, budget and programs, compliance and performance targets, expectations from continuous improvement, etc) setting an effective framework of policies and procedures for the work of the unit
- Knowing and ensuring own and subordinates' compliance with all legal and regulatory requirements, and all policies and procedures, and generally accepted practices relating to the work of the business
- Establishing a two-way working relationship with subordinates to solicit their views on conditions and potential changes affecting their work, and establishing continuous improvement program opportunities
- Maintaining a team of subordinates who can produce the output required.
- Ensuring subordinates are able and willing to produce the desired output -assessing staff capability to do the required work now and in the future
- Conducting personal effectiveness reviews of subordinates to build relationships, trust, and to improve their eff