Customer And Business Services Manager

Description:

• Lead and manage the business support department whose primary accountabilities includes providing training on all scheduling activity, all customer contact and customer relationship activity . Negotiate key unit performance metrics, translate and communicate to unit staff, assign accountabilities and monitor progress and accomplishments. Establish and maintain a healthy and safe work environment.
• Establish a scheduling strategy within the unit/zone that aligns with and supports the broader Lines Operations and Zone business strategies, direction and key performance metrics. Ensure all program and project plans are translated into a Zone specific work plan. Ensure that all planned and demand work received within the unit/zone is scheduled for completion and either dispatched to the appropriate work centres, or assigned to the appropriate Supervisor. Ensure that ongoing workload is monitored, skill capabilities and time requirements assessed for completion of work and ensure appropriate resources are allocated to complete work as scheduled.
• Manage the deployment of T&WE within the unit/zone to ensure the optimum utilization of equipment through his/her direct reports. Ensure that the appropriate equipment is available to perform the work. Coordinate additional equipment requirements with Fleet Services.
• Interface with General Foremen and/or FLM's within the unit/zone, Provincial Workforce Management Group, Territories and provincial peers to monitor upcoming or potential workload (Order Book) to ensure adequate resources are available. Acquire additional resources as required through discussions with Workforce Management and provincial peers. Communicate potential "short falls" to Superintendent and Workforce Management.
• Ensure project (network) schedules and associated work program production schedules are prepared for each work group.
• Monitor the location of all Line crews within the unit or zone. Receive all distribution trouble calls within the zone, try to determine the cause of the trouble and dispatch to the closest crew. Respond effectively to all calls from Emergency agencies. Establish and manage process to deal with crew emergencies.
• Ensure all work within the unit/zone is prioritized and scheduled based on these priorities. Ensure agreement is sought with Clients and Customers to adjust schedules if required in order to complete high priority work.
• Establish and manage process for meeting reporting requirements within the SLA's such as work accomplishment and outage data. Update information systems (e.g. CSS, PEP and close work orders upon completion. Ensure timely and accurate information is received from the work centers as well as completed work orders. Screen completed and in progress work reports received from the field crews and obtain appropriate data as required. Monitor and process work order variances.
• Ensure compliance within the Zone to approved business processes and practices, particularly as they relate to the following specific activities and generally to all business activities with prescribed processes:
  Approval and payment of invoices and expense reports. Create and monitor purchase orders/requisitions.
  Inputting of cost distribution and time reporting for the unit/zone.