Manager, Customer Operations Projects

WORK ILLUSTRATION :

Reporting to the Director, Customer Care Modernization, the Manager, Customer Operations Projects is responsible for the overall management of program design, communication and on time, quality delivery of operational and regulatory projects and enhancements to deliver enhanced customer experience, and to streamline and standardize business processes.

The incumbent oversees business and system requirement creation and works with internal and external subject matter experts on the design, enhancement and implementation to confirm technology solutions meet operational requirements.

KEY RESPONSIBILITIES :

• Leads activities to forecast, plan, execute and report on optimizing and ensuring compliance of processes related to billing, remittance and collections
• Manages technology projects to streamline operations, deliver emerging regulatory initiatives, and eliminate unnecessary manual effort
• Manages a team of professionals to create the processes and systems to deliver integrated, data-driven, and experience focused Customer Care solutions and advanced technology systems.
• Continually monitors operational performance and identifies opportunities to enhance cross-functional activities in support of operational leaders
• Works closely with business units (i.e. Finance, Regulatory, Legal and Information Technology) on process improvement initiatives, identifies opportunities to use technology to improve accuracy and to streamline internal processes
• Oversees business and system requirement creation and works with internal and external subject matter experts on the design, enhancement and implementation, confirms technology solutions meet operational requirements
• Develops schedules across projects and programs, and manages prioritization with other initiatives and testing team
• Manages engagement and alignment with Information Technology resources and processes, infrastructure and application support
• Develops program plans and optimizes outcomes across multiple stakeholder groups to optimize investment and human resources
• Drives the continuous improvement of technology solutions and other related methodologies, tools, and processes (e.g. applications, integrations, self-service portals, automation, etc)

REQUIREMENTS :

• University Degree or College Diploma in Information Technology, Engineering, Business Management or related discipline
• Five (5) or more years project or supervisory leadership experience
• Seven (7) or more years of experience with billing, remittance, collections, business process improvement and / or technology systems
• Three (3) or more years project or supervisory leadershipbusiness / operational experience in customer care strongly preferred
• Project Management Professional (PMP) preferred
• Experience in project management, business requirements planning, and process improvements
• Knowledge of regulatory compliance requirements for billing, remittance and / or collections within an electric utility
• Knowledge of approaches to optimize operational efficiency in billing, remittance, and / or collections related operations
• Strong verbal and written communication skills
• Effective stakeholder engagement, relationship building and facilitation skills
• Creative troubleshooting and problem-solving skills
• Strong influencing and negotiating skills
• Leadership, problem solving and decision-making skills

Toronto Hydro has introduced a Hybrid Work Arrangement. This position allows for remote work up to three days per week, based on business needs.

Employees will be required to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person.

You are expected to live in Ontario and within reasonable commuting distance of the office.

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