Manager, New Connections / Alectra Utilities

Manager, New Connections

Alectra is committed to putting our people first in providing a positive employee experience and a safe work environment. Our Hybrid Workplace policy allows for an effective balance for employees with the opportunity to work in a hybrid environment; a combination of Remote / In-office work based on operational requirements.

Position Purpose:

The Manager, New Connections provides leadership and strategic direction for delivering customer services related to the new connection process. This role drives initiatives focused on connections, workforce management, and eMobility, ensuring services are delivered efficiently and reliably while maintaining high customer satisfaction and cost-effectiveness. The Manager also focuses on continuous improvement, innovation, and collaboration to align operations with organizational goals.

Responsibilities:

• Leadership & Strategy:
  • Oversee the execution of the New Customer Connections Process (NCCP) and manage the Customer Connections Portal, serving as the primary customer interface for connection services.
  • Act as the business lead on strategic projects aligned with Strategy 2.0’s Customer Excellence pillar, including initiatives such as Process Harmonization, Workforce Management, the Customer Connections Portal, and eMobility.
  • Represent the department in steering committees, presenting updates and developments to senior leadership.
• Stakeholder Engagement:
  • Build and maintain relationships with internal teams, municipal governments, regulatory bodies, and industry associations to support customer connection projects.
  • Engage with electrical contractors and stakeholders to gather feedback, ensure compliance, and adapt strategies as needed.
  • Act as the primary liaison for escalations, resolving issues related to timelines, costs, or project status. 

• Process Optimization:
  • Act as the business owner for New Connections processes, identifying opportunities to enhance productivity, reduce costs, and improve customer service.
  • Develop and implement new policies, procedures, and processes to increase operational efficiency.
  • Manage the relationship with IT vendors to develop and enhance the Customer Connections Portal, ensuring seamless functionality for both customers and internal teams.
• Operational Oversight:
  • Ensure customer-facing connection services meet Ontario Energy Board (OEB) compliance standards.
  • Provide leadership on interpreting engineering designs and layouts, resolving escalations, and ensuring consistency across legacy territories.
  • Approve field investigation results and coordinate with operations teams to address issues such as billing corrections or project delays.
  • Implement strategies to manage peak service periods, including leveraging third-party resources.
• Team Leadership:
  • Provide coaching, performance management, and resource planning to support team growth and development.
  • Lead the recruitment, onboarding, and training of staff to ensure alignment with organizational objectives.
  • Foster an inclusive and collaborative work environment that encourages innovation and continuous improvement.
• Compliance & Reporting:
  • Ensure adherence to all regulatory requirements, including safety policies and standards.
  • Provide input for business plans and budgets, managing resources effectively to meet organizational goals.
  • Deliver regular updates on performance metrics, project statuses, and compliance requirements.

Qualifications, Knowledge, Skills and Competencies:

Education & Knowledge

• Degree in Engineering, Business, or related field (or equivalent experience).
• Professional Engineer (P.Eng.) or Certified Engineering Technologist (CET) designation.
• Strong understanding of electrical system requirements, standards, and regulatory frameworks (e.g., CSA, ESA, OEB).
• Familiarity with Customer Information Systems and proficiency in MS Office applications.

Experience

• Minimum of 7 years in utility operations, including electrical distribution design and customer-driven projects.
• Proven experience with regulatory bodies, municipal governments, and contractors.
• Expertise in business process optimization and managing IT vendor relationships for application development and integration.
• Experience in a unionized utility environment is an asset.

Skills & Competencies

• Strong leadership and change management abilities, with a focus on team engagement and motivation.
• Advanced analytical and planning skills to assess and address operational impacts.
• Excellent written and verbal communication, including presentation skills.
• Ability to prioritize and manage multiple initiatives within tight deadlines.
• Effective conflict resolution and negotiation skills.
• Valid Class “G” driver’s license required.

Working Conditions

• This role is based in a hybrid environment, allowing for a mix of remote and in-office work. In-office presence is required two times per week to support team collaboration and business needs.
• Fast-paced environment with competing priorities and time-sensitive challenges.
• Occasional travel to Alectra office locations to provide leadership support.

How to Apply

If you would like to be considered for this position and meet the qualifications, please submit your resume by visiting our Careers page at https://www.alectra.com/careers.

Alectra is an equal opportunity employer and is committed to providing a recruitment process that respects the dignity and independence of all candidates. Alectra will consult with all applicants who request accommodation during the recruitment process to ensure that the accommodation provided takes into account the applicant's individual accessibility needs, to the point of undue hardship.

We thank all applicants for their interest in a career with Alectra. Only those selected for an interview will be contacted.