JOB SUMMARY:
The Director provides strategic leadership and operational oversight for a results driven department, ensuring alignment with SaskPower’s strategic goals as a member of the Senior Management team. The role is accountable for customer contact centre operations, billing accuracy, customer communications, and the protection of customer data, and leads a workforce of approximately 250 unionized and management employees supporting service delivery for customers and external stakeholders. This is a public facing leadership role that requires demonstrated experience operating in environments with direct engagement with customers and external stakeholders.
KEY ACCOUNTABILITIES:
• Allocate material, human and financial resources in order to implement corporate policies and programs, including the establishment of financial and administrative controls
• Conduct and participate in strategic planning sessions in isolation or in conjunction with senior leadership in order to set measurable targets for the department
• Proactively anticipate, resolve and prevent departmental issues utilizing creative and practical solutions
• Manage departmental resources effectively by identifying efficiencies and best practices for the department, with a focus on innovation and continuous improvement
• Deliver presentations to SaskPower’s Executive, Board of Directors and/or other Government committees regarding policies, programs or budgets
• Oversee and manage the proactive engagement and professional development of leadership staff, ensuring adequate and appropriate succession planning
• Promote a proud and productive environment for all employees by fostering engagement and establishing and modelling corporate core values
• Other related duties as assigned
KNOWLEDGE/SKILLS/ABILITIES:
• Degree in Business Administration or other related equivalent AND/OR;
• Related professional designation(s) and/or certification(s) AND/OR;
• Ten (10) years of related experience in customer services
• Team leader with the ability to foster and improve the long-term development, growth and effectiveness of unionized department employees and non-unionized managerial staff
• Exceptional interpersonal and communication skills with a focus on leadership, responsiveness, problem resolution and a positive customer experience
• Ability to apply a strategic focus to all areas of responsibility and manage innovative departmental practices in a continually changing environment
• Ability to impact and influence employee engagement while building and maintaining effective relationships
• Results oriented and strategic thinker with the ability to negotiate and manage complex and confidential issues with extreme sensitivity and professionalism
• Ability to foster a culture focused on safety, innovation, efficiency and teamwork/collaboration.
• Demonstrated skill in SaskPower’s competencies
• Must have a continuing record of professional development
A suitable combination of relevant education and experience may also be considered
Director, Customer Advisory Services & Revenue Assurance • REGINA, SK, CA
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