Hydro One Networks Inc Looking for Customer and Business Services Manager at Simcoe, ON Full Time

46430 – Simcoe – Rotation – 18 months

Safety Comes First is a core value at Hydro One, and we remain committed to taking every reasonable precaution to ensure a respectful, safe and healthy working environment. Further to this commitment, we have adopted a COVID-19 Vaccination Policy to protect the health of our employees from the hazard of COVID-19. New employees will be required to declare their vaccination status to Hydro One. Employees who do not provide proof of vaccination status may not enter any 3rd party locations that require full vaccination (e.g. customer properties).

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

*NOTE* Hydro One introduced a Hybrid Work Pilot Project in 2022 for most office-based roles. Employees work in-office/on-site two days a week and remotely from home for three days a week. Hydro One is adding refreshed workspaces and technology to support these changes. Join us as we ‘trial & learn’ a new modern way of working and be a key driver of future state!

In office but with intention – a time for team and trust building, collaboration, and socialization. Please reach out to us to learn more!

Specific accountabilities

• Accountable for the development and maintenance of an FBC focused program that can support and sustain high performing teams with quality results
• Determine the training requirements for direct reports and Field Business Center (FBC) staff. Ensure FBC staff receive adequate training and expertise is maintained with the business support function
• Act as a facilitator to create and sustain a non-threatening, supportive team environment
• Demonstrate openness and trust throughout the sharing of information and by being visible and accessible to employees, to enhance and develop their skills and prepare them for future positions.
• Support human resource matters including interviewing and selection of candidates.
• Establish performance measures and perform reviews
• Represent the business in matters of tool and process development

General Accountabilities

• 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.

Tracking, scheduling and logging of vacations, sick time, tools, etc. Preparing budgets and providing cost analysis reports.

• Communicate, as appropriate with CCC, TNAM and DNAM with respect to all planned and unplanned outages during regular business hours. Establish an Emergency Response Center within work group in the event of a major storm. Act as contact person for Media Relations. Manage process to ensure the requirements with the Significant Events SLA are met.
• Ensure adequate coordination of all the necessary activities based on job requirements to complete work i.e. electricians, police, Forestry, Customer Service etc. and communicate to work centers.
• Ensure the scheduling of all required training activities, meetings, vacations, T&WE tests and inspections, etc. for unit/zone based on resource requirements for known work. Adjust schedules as required to meet workload.
• Manage the relationship with supply chain such that the acquisition, utilization and disposal of all material needs in the unit/zone is handled in a timely and effective manner. Identify material requirements before work is scheduled and ensure availability and timely delivery. Release material requisitions through work management system, as required in order to meet scheduled start date of job.
• Act as a contact for all field communications including line switching, outages, logging and pinning of Work Protection within the unit/zone.
• Ensure all work within unit/zone is completed and reported as per the current SLA’s. Identify discrepancies to the Zone Superintendent. Identify improvement opportunities and recommend changes to SLA’s and business processes as required.
• Interface with NAM, Engineering Services, Workforce Management and Field Staff, or other internal groups as required.
• Be responsible for contacting accountable supply chain representatives and/or suppliers of material and equipment regarding delivery dates, substitution of materials and expediting. Attempt to resolve any disputable areas that may arise in the work, such as sited locations, material requirements and influencing contacts to adopt a course of action that is compatible with work program objectives.
• Be responsible for the identification of recurring or generic problems of staff equipment, material and services that need resolution. Ensure supervisor is alerted to major concerns.
• Make site visits to monitor progress and review workload forecasts.

Essential selection criteria:

• Demonstrated education and experience in providing adult education using various approaches
• Demonstrated experience and awareness of operational utility construction in the areas of: Design, estimating, planning, scheduling, customer service and construction
• Demonstrated experience leading transformational changes involving people, process and tools
• Demonstrated experience in using industry best practices in customer service, planning and scheduling

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2022.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email [email protected] Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

Deadline: March 13, 2023

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