Director, Customer Service & Billing

London Hydro Inc.
London, Ontario

Posted On: January 05, 2022
Last Day to Apply: January 20, 2022

Director, Customer Service & Billing

One (1) permanent, full-time position - London, ON

Are you passionate about Customer Service?

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

Are you ready to be an active contributor in the London Hydro’s SAP S4/Hana project?

Then definitely apply to become London Hydro’s Director of Customer Service & Billing.

Under the direction of the Vice President, Corporate Services & CIO, or designate, the Director is part of the leadership team and is responsible for the innovative and effective operation of the Contact Centre, Revenue Protection and Meter Data Management functions.

The Director is jointly responsible for timely and accurate Billing and associated processes in close coordination with the IT team that maintains the SAP Customer Information and Billing System (CIS).   The Director will also contribute more broadly towards developing and ensuring that the goals, objectives and strategic plan of the corporation are achieved.


As part of your responsibilities as the Director, Customer Service & Billing, you will:

  • Coordinate and manage departmental activities to ensure accurate, timely and effective customer billing, response to customer inquiries across multiple channels and collection of customer accounts.  
  • Design and optimize service-delivery model(s), with a focus on billing accuracy, response time, call time and other relevant metrics.Resolve customer inquiries and escalations. Assist with customer privacy matters.
  • Manage a resource plan involving a variety of outsourced services and in-house personnel, balancing customer satisfaction and financial prudence.
  • Ensure, through quality control practices, close coordination with IT and established planning, reporting and escalation practices, that all relevant software applications are operating accurately and as designed (e.g. interfaces, rates, payments, arrangements, customer accounts, customer bills (for all rate classes and in all formats), settlement).  
  • Oversee continuous improvements and automation initiatives with respect to information technology (Customer Information System - S4/Hana, Contact Centre software, in-house developed customer-facing solutions).
  • Oversee and ensure the effectiveness of departmental projects and of business/user acceptance testing of information system enhancements, updates and upgrades, and the implementation of new rates and/or billing or other relevant regulatory requirements.
  • Prepare supporting documentation and rationale for rate applications and other regulatory filings. 
  • Ensure all regulatory and legislation-compliance matters pertaining to the responsibilities of the Customer Service departments are fulfilled.   
  • Liaise with Corporate Communications on customer engagement, communication and outreach activities.  
  • Liaise with industry professionals, customers, city officials, industry associations, regulators and other agencies, representing the corporation regarding billing and customer service matters.
  • Participate in budgetary processes, and the setting and execution of corporate and departmental goals and targets.
  • Promote, encourage and ensure the development, professionalism, and the health and safety of the department’s team members.
  • Ensure personal and direct reports’ adherence to all Occupational Health & Safety Act rules and regulations, IHSA safety rules, London Hydro Safe Work Practices, Environmental Policies and Health and Safety policies. Ensure all accident reports are reviewed and corrective action taken.


The experienced candidate for this important role must be able to meet the following requirements:

  • Successful completion of a Bachelor's degree in a related field from a recognized university or equivalent. 
  • Minimum of 8 years experience in progressively senior positions within a Billing and Customer Service environment. 
  • Experience in a customer service / call centre environment, preferably in a regulated, unionized environment in the electric-utility sector, with a knowledge of electricity billing systems and processes, digital/telephony systems and Ontario Energy Board and IESO regulatory requirements.  
  • Billing system knowledge using SAP Customer Information Systems and/or Genesys Call Centre software would be a definite asset. 
  • Strong leadership, management, supervisory skills. Ability to establish and maintain positive and effective cross-functional relationships at all levels of the organization.
  • Professional and effective oral, written, presentation and interpersonal skills. 

NOTE: Please note that applicants who receive any conditional offer of employment from London Hydro will be required to provide proof that they are fully vaccinated with a COVID-19 vaccine approved by Health Canada as a condition of employment and to maintain their status as fully vaccinated as a condition of continued employment. London Hydro will consider individual requests for accommodation by applicants who cannot be fully vaccinated due to grounds protected under the Human Rights Code.

About London Hydro

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 160,000 homes and businesses, and continue to improve the way people live and work. 

Living in London offers many lifestyle benefits. Develop your career at London Hydro. 

Watch the short video below for more details! 

For more information and to apply 

To find out more about London Hydro, as well as these and other opportunities to join our team, please visit our website at If you are qualified, we invite you to submit your cover letter and resume as a single document, saving the file as your last name and first name with no spaces (i.e., LastnameFirstname), by Thursday, January 20, 2022, to: Human Resources Department, London Hydro Inc., P.O. Box 2700, London, ON N6A 4H6. Fax: 519-661-5164. E-mail (quote Director Customer Service & Billing in the subject line and ensure that you attach your resume): The successful candidates 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 applicants who are authorized to work in Canada.

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