Practice Management Supervisor

**PRACTICE MANAGEMENT SUPERVISOR** **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, 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. Under the general direction of the Customer Energy Services Department Manager, this role is responsible for supervising a section of Practice Management Specialists, and responsible for continuous improvement for Customer Energy Services functions along with supported functions and sparking innovations to improve service levels and increase customer satisfaction. This role will be a critical enabler in achieving the goal of "increasing responsiveness and improving the customer experience" - foundational to pillars of Strategy 2040. The Practice Management Supervisor will lead activities related to business process re-design, accountable for a portfolio of continuous improvement initiatives, operationalizing training of new and existing staff and be responsible for identifying, leading, designing and implementing continuous and sustainable process improvements with a focus on policies, systems & processes, tools & technology, people & roles and customer strategy to support the goal of becoming more responsive, trusted and customer centric. **_Responsibilities:_** - Develop framework for centralizing, prioritizing, assigning, tracking and operationalizing Customer Energy Services Initiatives or initiatives supported by Customer Energy Services. - Lead Customer Energy Services initiatives and supported initiatives: identify opportunities, evaluate, prioritize, recommend and facilitate development of new and/or existing practices, processes and procedures to meet departmental requirements. - Lead cross-functional teams using process improvement techniques to implement initiatives by documenting business processes; recognizing performance gaps and conducting root cause analysis; using empirical models, data, analytics and insights to identify opportunities to automate, centralize, eliminate or standardize processes/policies; and recommending, designing and implementing solutions to meet service-level requirements and deliver operational efficiencies for re-investment. - Accountable for a portfolio of Customer Energy Services initiatives and deliverables are met. - Accountable to ensure the definition of initiative success criteria to monitor initiative outcomes and to ensure expected benefits - are realized according to the initiative's business case.- Responsible to communicate project performance results and KPIs to senior management and project/program steering committees; and to proactively monitor outcomes, objectives and milestones to identify and mitigate risks and deliver results on-time, on-budget, and in-scope relative to approved project plans. - In consultation with stakeholders, will be accountable to develop communication plans and support change management plans to ensure success in the implementation of initiatives and realization of intended outcomes. - Will be responsible for providing insight, training and coaching on process improvement methods to project teams and stakeholders to ensure initiatives are implemented successfully and to support the transformation of Customer Energy Services into an organization that values continuous improvement and operational excellence. - Will validate and proactively identify new opportunities that align to the strategic needs of Customer Energy Services in order to support Strategy 2040, to achieve business outcomes and to meet the evolving expectations of employees and customers. - Accountable for the maintenance of tools used to manage initiative delivery, outcomes, and benefits (e.g. business cases, project charters, project plans, and risk / issue / decision logs). - MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY Reference Code: CO56660446-01 - Ensure effective functional relationships and communication with staff from both inside and outside the Department to provide key deliverables and timely completion of all initiatives. - Oversee the development, evaluation, revision and ensure training, mentorship and technical leadership is provided to the employees within Practice Management. - Lead, motivate, direct work, and provide guidance to staff. **_ Qualifications:_** - A four-year degree in a related discipline from a university of recognized standing