Reporting to the Manager, Meter Data Management/ Revenue Assurance and Compliance, the Customer Care Operations Analyst is responsible for the identification and implementation of effective analysis and solutions to meet business goals within the division. Additionally, this role develops processes, procedures and tools to confirm governance and compliance in the delivery of the Customer Care Programs. S/he designs and develops database and automated reports to assist leaders and external stakeholders in the efficient and effective management of the programs and provides support for the ongoing responsibilities of the group. S/he is responsible for the execution and development of processes, procedures and tools to support resource balancing, vendor management and productivity initiatives. The incumbent also provides support for monthly divisional financial reporting.
The incumbent is expected to behave ethically and follow the established code of business conduct, policies and internal control procedures, laws and regulations governing Toronto Hydro.
KEY RESPONSIBILITIES:
- Leads the identification, cost/benefit analysis, recommendation to Senior Management and development of divisional improvement solutions and programs to support strategic divisional objectives.
- Assesses and evaluates the current state of the Customer Services (Call Centre, Accounts Receivable, Meter Data Collection and Management) operational environment, identifying new opportunities and risks.
- Reviews schedules, performs resource balancing to optimize productivity, verify that the work program is accurately tracked and perform variance and gap analysis.
- Designs and develops (relational) databases for collecting data to support business decisions.
- Integrates and interprets data, prepares presentations and supporting documentation to communicate results of analysis, recommendations to the Leadership team for decision making.
- Provides analytical and reporting support for divisional financial reporting. Assists with the preparation of strategic business plans to align with corporate objectives and ensure Customer Care KPI's and strategic objectives are met.
- Acts as both a key business resource and/or lead for projects and initiatives within Customer Care, managing multiple initiatives, developing work plans, facilitating and introducing new processes and technology to staff, and confirming projects meet milestones and high-quality standards.
- Initiates opportunities to enhance, automate or streamline reporting to support changing business requirements.
- Provides process leadership and seeks opportunities to develop, re-engineer or enhance existing processes to meet reporting, regulatory or best practice requirements.
- Supports development of business cases, requirements gathering and gap analysis to support process reengineering solutions.
- Implements process and procedure enhancements to support the overall efficiency of the department.
- Collaborates with and provides data and analysis to support vendor performance and relationship management activities, including establishing standards of performance, conducting vendor meetings and audits, and implementing appropriate controls to measure and manage service standards.
- Researches, develops, extracts and validates data and processes required to support Customer Services and collaborative divisional related OEB rate filings, regulatory reporting, regulatory and legislative consultative processes and directives, internal and external audits, participating in narrative drafting/interrogatory responses and face-to-face meetings with external regulatory bodies.
REQUIREMENTS:
Undergraduate degree in Business, Engineering, Mathematics or related discipline
Three (3) years' experience in business process redesign, analysis for business projects, identification of areas for improvement and development of new initiatives
Two (2) years' experience with data analysis and presentation of findings for effective decision making
Experience in a customer service environment preferred, including exposure to technological systems
Lean, PMP Certification considered an asset
Knowledge of systems related to customer services; Knowledge of AMI (Advanced Metering Infrastructure), customer billing and accounts receivable systems.
Strong facilitation and stakeholder management skills
Problem solving and decision-making skills
Contract and vendor management skills
Knowledge of process re-engineering techniques
Awareness of project management processes, principles and methodologies
Advanced knowledge of writing SQL queries to support data analytics, including strong understanding of database structures
Proficient in development of process and system automation through RPA tools and scripting
Ability to develop statistical tracking methodologies to track performance and measurement against set standards of quality.
Ability to develop dependable feedback systems and tracking
Fully proficient in use of MS Office, MS Project, MS Visio and other project management tools
Business and strategic thinking acumen
Excellent analytical and business solution development skills, including the proven ability to function effectively in a dynamic environment
Good understanding of business issues and challenges, specifically in a customer service environment
Creative, innovative, forward thinking, takes initiative
Toronto Hydro Corporation
14 Carlton Street
Toronto
Ontario Canada
www.torontohydro.com/