Customer Operations Manager

**47622** - **Simcoe** - **Regular** -**

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.4 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**:
**Specific Accountabilities**:

- Supervise Operations Centre Design Services staff. 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.
- Supervise Operations Centre(s) technical activity within your region. 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.
- Make effective recommendations regarding staff changes or promotions and ensure consistent performance. 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.
- 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 information and estimates provided for negotiating/bidding on distribution work. Evaluate the complete package, identify and recommend potential changes to improve the final package including prices and service levels.
- Provide advice and recommendations on capabilities, price, service levels and other deliverables as part of negotiation of Service Level Agreements or Contracts.
- Assist in discussions, problem solving and issue resolution with customers regarding negotiation, implementation and ongoing work performance of Service Level Agreements or Contracts.
- Liaise with technical specialists within and outside the company for the exchange of data and consultation in areas of mutual interests and integrate the recommendations into policies, processes and products being developed or delivered to customers.
- In consultatio