Director - Customer Care - Manitoba Hydro

About the Role

DIRECTOR – CUSTOMER CARE

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 3 days per 2 week period), 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.

Reporting to the VP, Customer Solutions & Experience (CS&E), the Director, Customer Care role plays a key strategic and operational leadership role in the development, continuous improvement, and delivery of omnichannel customer experiences, contact centre, billing, credit & collections processes on behalf of Manitoba Hydro. This role is responsible for the development and achievement of operational targets, delivery of processes and technologies needed to deliver key customer and employee engagement outcomes and leads change to ensure projects/initiatives successfully achieve desired benefits. As a key member of the CS&E leadership team, this role will impact and influence business unit priorities through customer strategy, customer journey, Digital & Technology (D&T) transformation, change management planning, root cause analysis and is accountable for ensuring divisional priorities are aligned to both short-term operational objectives and the long-term objectives outlined in Manitoba Hydro's Strategy 2040. The Director will also collaborate effectively with our CS&E, Operations, HR and D&T divisions to ensure effective feedback is provided for the development of new policies, procedures, products, tools and people initiatives.

NOTE: THIS POSITION REQUIRES AUTHORIZED ACCESS TO CRITICAL PHYSICAL AND/OR CYBER ASSETS. A PERSONNEL RISK ASSESSMENT AND CLEARANCE IS REQUIRED.

Responsibilities:

• Define and achieve divisional objectives related to contact centre service levels, customer experience, credit & collections and billing.

• Oversee the development of a Customer Care strategy that is focused on performance enhancement and achievement of Manitoba Hydro's Strategy 2040 objectives.

• Drive quality and consistency while optimizing the Customer Care operations service delivery, efficiency and outcomes to create a customer centric, responsive and trusted organization and brand.

• Oversee the evolution of operational reporting and target setting to ensure ongoing strategic/tactical alignment and divisional objectives are being met.

• Ensure high levels of employee engagement that includes providing a 2-way, closed loop feedback process that consistently and effectively collects employee feedback on improvement opportunities and ensures employees understand how solutions will be prioritized and actioned.

• Oversee development of customer-centric procedures, policies, reporting and standards that allow for timely and consistent delivery of services to Manitoba Hydro customers.

• Oversee the building of capability and support systems that will be required for Manitoba Hydro to position itself as a trusted advisor to its customers.

• Work effectively with all peers and stakeholders within CS&E's other divisions, Digital & Transformations and Operations to impact and influence customer improvement opportunities for Manitoba Hydro.

• Provide executive sponsorship, and governance on initiatives that will advance Manitoba Hydro's omnichannel journey strategy, including new tools and technologies such as a new Contact Handling Technology.

MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY

Reference Code: CO56725969-01

• Work with Director, Customer Strategy & Experience to leverage Voice of the Customer data and other improvement insights from Customer Strategy & Experience team and identify operational improvement opportunities through customer strategy and customer journey development.

• Oversee yearly budget planning and associated financial management activities for the Customer Care division.

• Identify and provide feedback to members of the Customer Care team, including promotion of personal development plans and provision of coaching & development opportunities.

• Optimize the effective utilization of resources in collaboration with Customer Care leadership team, overseeing resource planning that meets business objectives and service level agreements.

• Ensure full regulatory compliance and legal requirements, while reporting any potential risk issues to VP, Customer Solutions & Experience.

Qualifications:

The successful applicant will possess a University Degree in an appropriate discipline with ten years of related people and thought leadership experience demonstrating progressively greater responsibility or an equivalent combination of education and experience. They are a successful change leader that's made a meaningful impact in areas such as customer experience, operations, technology, training, coaching, workforce management and channel optimization.

The ideal candidate will also demonstrate:

• a proven track record of success as a strong people and operational leader with the ability to think both strategically and tactically.

• a reputation for inspiring others and being able to promote a compelling vision with an ability to impact and influence others.

• a strong commitment to the value and needs of our customers and employees.

• Knowledge of technology and emerging trends in customer contact centre operations, omnichannel journeys, project management would be considered strong assets.

Salary Range

Starting salary will be commensurate with qualifications and experience. The range for the classification is $87.80-$109.78 Hourly, $168,238.46-$210,352.48 Annually.

Apply Now!

Visit www.hydro.mb.ca/careers to learn more about this position and to apply online.
The deadline for applications is July 7, 2023.

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.

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