Customer Support Program Manager


London Hydro Inc.
London, Ontario


Last Day to Apply: January 20, 2017

 

 

 

 

 

For over a century, London Hydro has been providing safe, affordable and reliable electricity to a diverse customer base. We are one of the area’s larger employers, with a highly skilled and motivated team of people across many different occupations. Through this dedicated team and an extensive network of overhead and underground power lines, we power over 150,000 homes and businesses, and continue to improve the way people live and work.

 

Customer Support Program Manager

 

Are you passionate about Customer Service and technology?

Are you interested in joining an innovative company full of talented employees?

Are you ready to help implement customer-service excellence for London Hydro’s customers?

 

Then definitely apply to become London Hydro’s Customer Support Program Manager.

 

You will report to the Director of Customer Service and Metering. As a member of the management team you will be responsible for enhancing our Customer Experience related to the customer information system (CIS), utility billing contact centre, customer relationship management (CRM) and revenue protection/collections, while ensuring regulatory compliance. 

You will be actively involved in the setting and executing on the departments’ work programs to align and deliver on London Hydro’s Strategic Plan and corporate targets. 

COMPETENCIES 

You are a creative, agile, and persuasive thought leader who recognizes the importance of teamwork and affiliation. You drive results through a focus on innovative, customer-centric technology and business solutions and processes. 

JOB DUTIES 

With a goal of achieving or surpassing initiatives and targets as established in the department’s business plan, you will focus on the following areas: 

  • Be a functional subject-matter expert (e.g. SAP CIS/CRM) with an in-depth knowledge of the entire Meter-to-Cash process, billing exceptions, electricity and water metering to support and optimize customer services across London Hydro business units.
  • Deliver a market leading on-line experience for London Hydro residential and commercial customers (e.g. paperless billing, self-service).
  • Optimize service-delivery and resource model to deliver efficient and high-quality services including timely, smooth system deployment and effective communication.
  • Be the business owner, liaison and departmental sponsor of technology changes to satisfy all requirements (customer engagement, Ontario Energy Board and regulatory requirements, etc.)    
  • Promote, encourage and ensure the development, professionalism and health and safety of the customer service team as a member of the supervisory group
  • Liaise with internal staff, related London Hydro departments and industry professionals representing the department and Company regarding customer service matters.
  • Contribute to the development and implementation of the departments’ business planning.
  • Prepare and present business cases, analyses, recommendations, supporting documentation and rationale for projects, rate applications / regulatory filings, etc.

QUALIFICATIONS

  • Bachelor’s degree in a related field
  • Five years of progressive, managerial/supervisory experience
  • Experience in a customer service / call centre environment (preferably in a regulated, electric, water or gas utility sector, with technical knowledge of electricity billing and supporting systems and processes; fluency in Ontario Energy Board and IESO regulations and processes)
  • Experience with program evaluation and implementation of public sector performance management programs
  • Experience with organizational change management and/or corporate culture change initiatives
  • Experience liaising with senior management, customers and external agencies
  • Proven leadership and supervisory skills, preferably in a unionized setting
  • Strong business acumen, oral and written communication skills
  • Ability to establish and maintain positive and effective cross-functional relationships
  • Experience in preparing detailed reports and analyses and delivering presentations to various audiences
  • Demonstrated ability to employ effective conflict resolution
  • Valid Driver’s License – Class G

For more information, and to apply:

To find out more about London Hydro please visit our website at www.londonhydro.com. If you are both qualified and safety-focused, we invite you to send your resume, by January 20, 2017, to: Human Resources Department, London Hydro Inc., P.O. Box 2700, London, ON N6A 4H6. Fax: 519-661-5164. E-mail (quote Customer Support Program Manager, in the subject line): jobs@londonhydro.com. The successful candidate will be required to complete a Criminal Record Check prior to the commencement of employment. An education check will also be conducted.

London Hydro is an equal opportunity employer. Accommodation is available under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

While we appreciate all applications received, only those invited for an interview will be acknowledged. Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment.

In accordance with Canadian immigration requirements, this advertisement is directed to Canadian citizens and permanent residents of Canada.    

January 11, 2017

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