Manager, Customer Care Modernization and System Testing

Expected Salary Range: $100363 - $125454 Annually

Target Variable Performance Pay: 15%

The salary range shown above reflects the expected  compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidate’s experience, education, training, and alignment with the role’s requirements. For positions covered by a collective agreement, placement within the range will follow the applicable step or classification.

Reporting to the Director, Customer Care Modernization, the Manager, Customer Care Modernization and Testing leads a team of experienced resources to implement and/or optimize business process (meter to cash), user experience and conduct user acceptance testing to meet business goals within Customer Experience & Public Affairs. The incumbent will work in close partnership with internal stakeholders (e.g. Customer Experience Operations, Information Technology, Regulatory, etc.) to develop roadmaps for implementation of emerging tools for customer experience, creating testing strategies leveraging Agile principles, leading process re-engineering initiatives and advocating for the interests of customers (from inaccurate bills, poor customer experience, missing payments, website/mobile app issues, ease-of-use, etc.), meeting regulations, identifying, and resolving defects to new and existing Customer Journey  systems and to advance long term technology initiatives to meet divisional and/or organizational strategic priorities.

This posting is for an existing vacancy.

KEY RESPONSIBILITIES:

• Leads a team of experienced resources to implement innovative solutions, customer experience-emerging tools, lead business process re-engineering and conduct system testing in support of new/planned changes to customer experience information systems and data platforms.
• Manages teams’ day-to-day performance and productivity related activities performed by union and administrative support resources, including safety, attendance, engagement, and training & development activities to deliver on divisional and company strategic priorities.
• Provides coaching and feedback to motivate and engage employee outcomes in the attainment of organizational goals and objectives; acts to address gaps in performance to promote successful outcomes. Identifies any skill opportunities and makes recommendations for training and/or education sessions for the identified test resources.
• Creates and plans user acceptance testing strategies, obtains stakeholder feedback and agreement, and determines all required elements in the UAT cycle and on which systems, leads the team to develop test scripts and execute system testing, testing schedule, resources, and testing quality.
• Manages the centralized planning, scheduling, monitoring and control of testing activities and tasks for all Customer Experience systems to protect the interest of customers to meet regulations, resolve defects in Customer Experience systems, and maintain existing functionality amidst system changes (regression testing, validation testing, smoke testing).
• Schedules tests for execution against initiative priorities, resourcing cycles, and team workload monitors, measures, controls and reports on the test progress, product quality status and test results, adapting the test plan as needed to adjust to evolving conditions.
• Works with the business stakeholders and Information Technology to schedule and promote changes into the production environments. In addition, instilling quality control of testing and product releases.
• Reviews, develops, and provides input to documents and business processes to support best practices and business readiness activities (job aids, user guides, communication products, training documents, etc.).
• Acts as the key business resource to provide customer experience testing expertise in relation to business knowledge for multiple concurrent projects and initiatives.
• Works with Customer Experience & Public Affairs and Information Technology project leadership to set objectives, timelines, priorities, estimates, and scope expectations.
• Develops work plans, provides project status updates for projects and establishes quality standards and milestones
• Supports the strategy and customer experience technology roadmap identified for projects and partners with IT to provide exceptional quality on deliverables.
• Builds and maintains relationships across Customer Experience & Public Affairs, Information Technology, Regulatory, Legal, Climate Action, etc., to obtain knowledge/understanding of current and future system functionality and enhanced offerings. Devises the test objectives, test strategies and test plans, and obtains agreement from impacted stakeholders.

REQUIREMENTS:

• Bachelor’s degree in engineering, information technology or business administration and / or equivalent of education and experience.
• Five (5) years of project management (waterfall and Agile) in Dev. Ops, change management and program leadership experience (certifications and direct people leadership experience is an asset) 
• Five (5) years’ experience with system testing, analysis of business processes, identification of improvement opportunities, and/or development of new processes
• Five (5) years’ experience leading continuous improvement, process re-engineering and business optimization leveraging Lean-Six Sigma methodologies (certification preferred)
• Three (3) or more years’ experience with customer information systems design and testing
•  Operational experience in a contact centre and/or accounts receivable (billing and payments) environment
• Knowledge of customer experience operations, regulatory environment, climate action and information technology systems
• Knowledge of customer experience programs and customer service processes both functional and technical, including process efficiency/customer journey mapping, agile/DevOps approaches, and emerging tools {Artificial Intelligence, Machine Learning, Robotic Process Automation (RPA)}
• Strong data analytic skills coupled with solid understanding of contact centre, back office, and customer service business KPIs and metrics.
• Extensive experience and knowledge of business practices and regulations of the utility sector
• Knowledge of systems related to customer services; AMI (Advanced Metering Infrastructure), customer billing, payments and collections systems, customer self-service portal, mobile applications.
• Fully proficient in use of MS Office, MS Project, MS Visio, and other project management tools
• Strong facilitation of change management, stakeholder management at divisional level  
• Process re-engineering hands on, Lean Six Sigma - Problem solving and decision-making skills.
• Demonstrated superior verbal and written communication skills.
• Demonstrated project and change management abilities and understanding through hands-on project management experience.
• Demonstrated abilities of working collaboratively with multiple work groups while challenging the status quo to optimize
• List mandatory requirements

• List other requirements

TOTAL REWARDS

To support the overall well-being and success of our employees, Toronto Hydro provides a comprehensive total rewards package which includes:

• 100% employer paid Health & Dental benefits
• 24/7 access to Employee & Family Assistance Program and Virtual Healthcare
• Company-paid life insurance and long term disability
• Spending account to support fitness goals (e.g. gym memberships)
• Competitive paid time off (including vacation and parental leave)
• Defined Benefits Pension Plan through OMERS
• Career development and tuition reimbursement
• Exciting employee engagement and appreciation events throughout the year

This position is based in a hybrid environment allowing for remote work two days per week, based on business needs. Employees will be required to come onsite Tuesday to Thursday. You are expected to live in Ontario and within reasonable commuting distance of the office.

Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process. As part of this, artificial intelligence (AI) systems may be used to assist in screening, assessing, or selecting applicants for this position. These tools are used in combination with human decision-making to ensure fairness and consistency. 

ACCESSIBILITY AND APPLICATION SUPPORT

Toronto Hydro is committed to fostering an inclusive and accessible recruitment process. Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. If you’re having difficulty using our online application system and require accommodation, please email hr_talent@torontohydro.com or call (416) 542-8000. Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Resumes sent to this email address will not be considered. Learn more about our commitment to accessibility.