Reporting and Analytics Specialist

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

We are looking for a Reporting & Analytics Specialist to join our team. Under the direction of the Operational Excellence Department
Manager, the Reporting & Analytics Specialist will be responsible for data reporting across the Customer Care Division. This
includes defining the data requirements, extracting and analysing data, and creating dashboards to identify trends and cause and
effect relationships to enable business decisions. This position will maintain expert knowledge of Manitoba Hydro's reporting and
database systems (for example Microsoft platforms such as Power BI and Power Automate). This position will be responsible for
supporting the Customer Care Division in achieving Service Level (SL) targets and other Key Performance Indicators (KPIs) by
identifying the insights gained from the creation of dashboards and data visualizations. This position will be responsible for
identifying opportunities for robotic process automation (RPA) to achieve process efficiency, reduce employee effort, and improve
the customer experience, as well as supporting the design and implementation of the automation.

**_ Responsibilities:_**
- Develop and maintain reports, dashboards, and other analytical tools to support business decision-making, with an emphasis

on automation, using data and reporting tools like Power BI, Power Automate, and other Microsoft tools.
- Analyse data to identify trends, patterns, and provide insights to divisional stakeholders that inform business strategy process

improvements.
- Develop and maintain performance scorecards (individual, departmental, and divisional) to assist with coaching and

performance management to achieve Service Level (SL) and Key Performance Indicator (KPI) targets.
- Collaborate with cross-functional teams to gather and synthesize data from various sources and systems, including customer

information systems (e.g., Banner), contact handling technology (e.g., Genesys), and other enterprise systems (e.g., SAP).
- Prepare reports and data analysis for use by external groups (e.g., General Rate Application, Executive Committee, and

Public Utilities Board).
- Identify and respond to opportunities that mitigate arrears escalation by developing reactive and proactive strategies (e.g.,

Customer Classification Model).
- Develop and implement data quality and governance practices to ensure accuracy and consistency of data sources and uses.
- Design, implement, measure, and maintain robotic process automation (RPA) for Customer Care business processes to
- enhance customer experience and improve performance outcomes.
- Assess Customer Care business processes for suitability for automation and follow enterprise prioritization criteria frameworks
- to select and implement opportunities.
- Ensure that the automation solutions function as intended and meet the defined requirements by conducting functional testing
- and performance testing to validate the automation's accuracy, reliability, and efficiency.
- Work closely with other Operational Excellence teams to promote and support operational outcomes for the Customer Care
- Division.
- Participate in the evaluation of complex business processes, identify pain-points and opportunities for improvement, and make

recommendations for process improvements and process automation.

MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY

Reference Code: CO56990083-01

**_ Qualifications:_**
- Completion of a four-year university degree in Business, Mathematics, Statistics, Computer Science, or relevant discipline

from an institute of recognized standing, plus one year of related experience.
OR
- Completion of a two-year diploma in a relevant discipline (e.g., Business, Mathematics, Statistics, Data Science, Machine

Learning) from an institute of recognized standing, plus three years of directly related experience.
- Must have advanced knowledge of Microsoft Office software.
- Must be proficient in data analysis and tools such as Structured Query Language (SQL), R or Python, Excel, and Tableau.
- Highly skilled