Toronto Hydro Looking for Contract, Customer Care Solutions Consultant & Testing Manager at Toronto, ON Full Time

Reporting to the Director, Customer Care Modernization, the Customer Care Solutions Consultant and Testing Manager is responsible for the identification and implementation of effective customer care solutions to meet business goals within the Customer Care group. S/he works as part of the Customer Care team to develop and lead initiatives to enhance business operations and improve customer experience. The incumbent supervises a team of business unit resources to conduct business process and system testing in support of new/proposed changes to existing customer care processes, information systems and data. S/he also works in partnership with the IT Team to ensure system solutions and the long-term technology road map meets divisional requirements

Toronto Hydro has implemented a mandatory vaccination requirement for all its employees. Proof of full vaccination will be required upon receiving a conditional offer of employment. Toronto Hydro will provide reasonable accommodation to individuals who cannot be vaccinated due to disability or any other ground protected by the Ontario Human Rights Code.

KEY RESPONSIBILITIES:

• Supervises a team of business unit resources to conduct business process and system testing in support of new/ proposed changes to existing customer care information systems and data.
• Plans the test strategy and determines all required elements to be tested (and on which systems), works with team to develop test scripts and execute system testing, manages testing schedule and resourcesand testing quality, taking action to mitigate/resolve issues identified through testing as required to ensure quality of testing results/outcomes.
• Approves testing outcomes and works with Information Technology to promote changes within technical production environment.
• Leads the development and implementation of initiatives and, manages and reports on the delivery of business unit projects, assists in the preparation of strategic business and action plans.
• Collaborates with other departments and vendors to ensure the Customer Care KPI’s and strategic objectives are met. Facilitates and introduces new processes and technology to staff.
• Assesses and evaluates the current state of the Customer Care operational environment, identifying new opportunities and risks.
• Plans and develops business cases to support large scale business/divisional projects including the recommendation of best practice process and systems improvements, and implement effective solutions both functional and technical within the customer services area.
• Provides business analysis, project definition and scope, and conducts feasibility studies and cost benefits analyses.
• Develops, implements, and manages systems related to customer service experience, ensuring business requirements and customer needs are addressed.
• Partners with IT to develop and implement systems that support the customer service model.
• Acts as key business resource for projects and initiatives within the Customer Services division, managing multiple projects; developing work plans and providing project status updates; ensuring projects meet high quality standards and milestones

REQUIREMENTS:

• University degree (Business, Finance or Operations Management preferred)
• Seven (7) years of progressive experience with business process redesign, analysis of business processes and identifying areas for improvements and development of new processes
• Three (3) or more years project or supervisory leadership experience
• Experience with customer information systems design and testing strongly preferred
• Operational experience in a call centre and/or accounts receivable environment preferred
• Graduate level degree in business or related field is preferred
• Strong analysis skills coupled with business knowledge in the utility sector
• Knowledge of systems related to customer services; Knowledge of AMI (Advanced Metering Infrastructure), customer billing and accounts receivable systems. Fully proficient in use of MS Office, MS Project, MS Visio and other project management tools
• Knowledge of Customer Services processes both functional and technical
• Strong facilitation and stakeholder management skills
• Problem solving and decision-making skills
• Demonstrated superior verbal and written communication skills
• Demonstrated abilities of working collaboratively with multiple work groups

Toronto Hydro has introduced a Hybrid Work Arrangement. This position allows for remote work up to three days per week, based on business needs. Employees will be required to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person. You are expected to live in Ontario and within reasonable commuting distance of the office.

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