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CUSTOMER BILLING & PAYMENTS ADMINISTRATION DEPARTMENT
MANAGER
Winnipeg, MB
Manitoba Hydro is consistently recognized as one of Manitoba’s Top Employers!
Great Benefits
- Competitive salary and benefits package.
- Defined-benefit pension plan.
- Nine-day work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life
and community.
- Flex-time and partially remote work schedule (providing the option to work remotely two days per week), depending on nature
of work, operational requirements and work location.
Manitoba Hydro is a leader among energy companies in North America, recognized for providing highly reliable service and
exceptional customer satisfaction. Join our team of Manitoba’s best as we continue to build a company that supports innovation,
commitment and customer service.
We are seeking an experienced Customer Billing & Payments Administration Department Manager, who, under the general direction
of the Director, Customer Care, will be responsible for the strategic leadership and strong customer focus of the Customer Billing &
Payments Administration Department. This role will be integral to the successful achievement of the Department, Divisional,
Business Unit and Corporate Strategic Goals.
The role will work collaboratively with all Customer Care Managers, and employee-facing teams in the Customer Billing & Payments
Administration Department such as the Billing Supervisors, Payment Supervisor, and CIS (Customer Information System)
Coordinator.
Responsibilities:
- Act as a subject matter expert and effectively execute any changes related to important transformational initiatives including
customer journeys, customer channel optimization, CIS transformation, AMI (Advanced Metering Infrastructure) deployment
and evolution of the EPP (Equal Payment Plan) product offering.
- Proactively identify opportunities and solutions to improve customer journeys and alignment to customer expectations for
responsiveness and advice.
- Identify opportunities to streamline manual processes and proactively make recommendations for digital transformation to
achieve quantifiable benefits.
- Identify the need for innovative billing and payment products & services to meet the evolving needs of our customers while
acting as a subject matter expert during the overall development and management of Manitoba Hydro’s billing & payments
products & services.
- Provide guidance and leadership to department staff on recurring and non-recurring issues pertaining to customer billing and
payments activities.
- Owns the preparation, communication and implementation of the Department Business Plan, execution of action plans and
results.
- Continuously and critically monitor and analyze credit policies and procedures to ensure accounts receivable and bad debt
are kept at an acceptable level, in line with industry norms.
- Work with all Customer Care department managers to initiate and implement programs to improve customer satisfaction,
quality of delivery and timeliness.
- Improve the efficiency of Manitoba Hydro’s meter-to-cash business processes.
- Effectively lead people through change and promote employee engagement and a customer-centric culture.
- Manage quality assurance for meter readings & analysis performed by the billing team.
- Maintain oversight of all administrative, analytical, and communication services required to support the Customer Information
MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY
Reference Code: CO56623913-01
System (CIS) and related systems.
- Conduct external benchmarking and best practices research for cost & performance of services provided, monitor the service
delivery, and initiate action to ensure service levels are maintained.
Qualifications:
- The successful applicant will possess a University Degree in an appropriate discipline, with nine years of directly related
experience, demonstrating progressively greater responsibility in a supervisory/leadership capacity or an equivalent
combination of education and experience.
- Demonstrated managerial and leadership skills combined with excellent interpersonal skills and a proven record as a team
player are essential.
- Proven change leadership experience.
- Demonstrated ability to execute with speed and excellence.
- Demonstrated ability to identify, ideate and prioritize opportunities for process improvement including clear articulation of
problem statements, solution and business cased benefits.
- Knowledge of Banner, SAP for Utilities, CIS transformation or AMI would be an asset.
- Working knowledge of automation and business process redesign.
- Demonstrated ability to provide mature leadership in planning, organizing, and managing multiple activities within strict
timelines.
- Demonstrated ability to derive insights from data analysis to provide recommendations where data driven decisions can be
made swiftly.
- Demonstrated ability to positively impact customer and employee experiences.
Salary Range
Starting salary will be commensurate with qualifications and experience. The range for the classification is $55.94-$76.64 Hourly,
$107,183.18-$146,864.12 Annually.
Apply Now!
Visit www.hydro.mb.ca/careers to learn more about this position and to apply online. The deadline for applications is NOVEMBER
18, 2022.
We thank you for your interest and will contact you if you are selected for an interview.
This document is available in accessible formats upon request. Please let us know if you require any accommodations
during the recruitment process.
