Business Improvement Manager

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Providing clean electricity to 4 million customers takes a diverse workforce and that’s where you come
in. We need your talent to help us build major projects to meet growing demand. To help our
customers find clean energy solutions for their homes and businesses and to be ready to respond
during storms and outages to keep our system reliable.

Working for BC Hydro is meaningful. And now, the stakes have been raised as we work towards a
solution to climate change while safely providing clean, affordable electricity to our customers.

We offer a healthy work life balance, training opportunities and career progression. We're proud to be
ranked as one of B.C.'s Top Employers and one of Canada's Best Diversity Employers. Join us as we
build an even cleaner B.C.

**JOB DESCRIPTION**
**Duties**:

- The Customer Program Office (CPO) works with Distribution Design & Customer Connections
- (DDCC) to support customer design and connection work within Express Connect, Distribution
- Design, and Design Programs and Services. The Business Improvement Manager will lead
- initiatives focused on the goal of improving both the customer experience and improving the
- efficiency of the business processes. Conducts reviews of policies and processes using data
- analytics, customer experience and operational excellence methodologies. Recommends new
- processes and tools that support our priorities of making it easier for customers to do business
- with us and making it easier for our employees to get work done. The Business Improvement
- Manager will be results-oriented, have exceptional customer service skills, and take a practical
- approach to effectively resolve problems. The position will also be accountable for implementing
- continuous improvements utilizing best practices and technology.
- The duties and responsibilities of this position include:
- Developing metrics, reports, and dashboards and using these to identify business performance

gaps within DDCC.- Leads multi-disciplinary teams to execute projects and programs within the CPO portfolio of

work programs, using a structured approach to assess processes, evaluate opportunities and
- implement changes.- Designing, facilitating and participating in cross-functional workshops for gathering business

improvement information from across BC Hydro.- Problem solving through structured decision-making frameworks and analytics to ensure

effective fact-based decision making.- Analyze, document and map complex business processes (current and future-state).
- Writing and presenting plans, business cases, briefs, and other documentation for management,

and internal and external stakeholders.- Initiating, developing and maintaining strongly influential working relationships across DDCC

and with key operational groups within BC Hydro.- Identifies and evaluates opportunities for improvement using methods such as data analytics,

Lean concepts, Design Thinking, journey mapping and review of trends in customer complaints;
- works with other departments to ensure that necessary data is tracked to support business
- analytics.**Qualifications**:
***
- University degree in a relevant discipline such as engineering technology, business, or related

discipline. A combination of relevant experience and education as equivalent will be considered.- Strong project management and planning skills, ability to set priorities, track and meet

deadlines, and adapt to meet rapidly changing priorities and Project Management certificate/
- designation (PMP) are considered an asset.- Minimum 5 years of progressive experience in business analysis, process improvement, project

management, stakeholder engagement and/or facilitation, preferably in an electric utility or similar
- environment.- Knowledge and experience with operational reporting.
- Well-developed planning, organizational, analytical and problem-solving skills.
- Strong collaboration and ability to influence others.
- Excellent written and verbal communication skills.
- Knowledge and understanding of BC Hydro's business and the interdependencies of the various

departments and systems.- Familiarity with BC Hydro’s customers, Electric Tariff and business practices.
- Knowledge of BC Hydro Distribution Design business practices and processes would be

considered an asset- Excellent knowledge of Microsoft Office programs - Word, Excel, Visio, and PowerPoint.
- Demonstrated ability to build and maintain strongly influential business relationships in

environments that are complex, with multiple stakeholders and strategic considerations.- Proactive, adaptable and results-oriented team-player that works effectively in groups and

independently.- Demonstrated ability to not only adapt and support change but to also lead change across the

organization.- Must hold valid Driver’s License (Regular, full license [BC Class 5]).

**ADDITIONAL INFORMATION**
- This is a Full Time Temporary opportuni