Description:
This role will be accountable for all aspects of delivering & executing a customer program such as Contact Handling, Billing, Distribution Generation or Collections. The Manager is accountable to build the necessary team, strategy and processes to effectively and efficiently delivery the program. The Manager is accountable to design and develop strategy for outsourcing and managing SLAs and the Division's relationship with service providers, and also for a role to set the external communications positioning for business activities and new communication programs or needs. A detailed list of key accountabilities follows:
Key Accountabilities:
- Through negotiations and business dealings with senior executives at the service provider firms, be responsible for planning, negotiating, and monitoring the delivery of these sustainment programs & external service providers.
- Develop or source customer information or data to meet the intelligence needs for the Division, including the Division's input to planning and investment decisions or to provide Customer Service input to processes outside the Division.
- Contribute to annual customer satisfaction program related to Hydro One Networks customer service activities. Source external suppliers as required, implement surveys or other methods of data collection, analyze and interpret data. Establish customer needs, expectations and drivers for satisfaction. Recommend areas of dissatisfaction, of service improvements, and provide data required to support recommendations, investment decisions and work program development.
- Provide input to strategic satisfaction measures for Company scorecards, performance contracts, SLAs, business planning or risk management; arrange for data collection required to monitor and report on measures
- Manage the Division's delivery needs through various service providers. Prepare work requirements documentation to be part of the SLAs, reporting and measurement/metric requirements. Establish means to promote cost reductions and quality improvements through contracts. Act as contract manager for service needs through contract negotiations, contract approvals and reporting. Recommend and manage a process to implement new or unplanned work with service providers.
- Accountable for incorporating best in class processes into program delivery such as: Customer Intelligence, Customer Satisfaction, Vendor Management
- Develop customer delivery sustainment program objectives and strategies in support of broader corporate financial and customer goals.
- Work closely with service providers and Information Technology (IT) staff to facilitate required changes.
MANAGERIAL LEADERSHIP ACCOUNTABILITIES
Accountability for the output of others:
- Setting appropriate context for subordinates (ie, strategies and policies, accountabilities, tasks, budget and programs, compliance and performance targets, expectations from continuous improvement, etc) setting an effective framework of policies and procedures for the work of the unit
- Knowing and ensuring own and subordinates' compliance with all legal and regulatory requirements, and all policies and procedures, and generally accepted practices relating to the work of the business
- Establishing a two-way working relationship with subordinates to solicit their views on conditions and potential changes affecting their work, and establishing continuous improvement program opportunities
Maintaining a team of subordinates who are capable of producing the outputs required:
- ensuring subordinates are able and willing to produce the desired output
- assessing staff capability to do the required work now and in the future
- conducting personal effectiveness reviews of subordinates to build relationships, trust, and to improve their effectiveness
Providing leadership to subordinates so that they collaborate competently, and with full commitment with each other in pursuing the goals set:
- translating the Department's goals and objectives into a direction which guides the operation of the business
- communicating that direction to staff
- defining specific tasks for subordinates which are required to achieve the desired results and/or to accommodate the changes required within the business operations