This position reports directly to the Director, Meter-to-Bill. In this position you will lead the billing business for all Hydro One Network's Medium & Small Business, Mass Market and Retailer customers to ensure that bills are produced at a high level of integrity with optimized processes. This includes supporting the Director, Meter-to Bill by:
- Leading the Mass Market Billing delivery team in developing and administering a quality of service approach that optimizes bill integrity and cost
- Providing direction and day-to-day coaching to the Billing delivery team in the accomplishment of its work program at defined integrity levels.
- Initiating and implementing programs and service delivery modifications to improve customer satisfaction with Hydro One billing service.
Specific Accountability
Through a collaborative relationships with the Customer Care management team, and within context provided by the Director, Meter-to Bill (i.e., corporate/divisional strategies and policies, accountabilities, tasks, budget and programs, compliance and performance targets, expectations for continuous improvement, etc.), provide the following:
- Day-to-day management of complex regulated Mass Market Billing operations teams to ensure billing quality and timeliness standards are met
- Manage the relationship between Meter-to-Bill Division and supporting Hydro One lines of business to ensure work is monitored and reported as to its effectiveness (cost and timelines) to support billing and manual meter reading objectives
- Manage quality assurance for billing work performed by billing team
- Support development of expected objectives and targets for the billing and manual meter reading services around levels of bill integrity and end to end costs including defining specific tactics and their implementation to enhance customer service
- Identify changes in deliverables from external service providers and field business units to drive improvement in bill availability, accuracy and costs.
- Follow up with Hydro One line of business when expectations are not being met.
- Accountable for processes which support effective delivery of Mass Market Billing including business process efficiency tools for triage, prioritizing and closing exceptions
- Interface with Distributions Lines on manual meter reading scope/cost, service levels and associated budget requirements.
- Support development of customer responses (executive inquiries) as they relate to the mass market billing and retailer settlements
- Prepare supporting documentation for regulatory submissions.
- Liaison with Director, Customer Care and his management team and Corporate Communication on messaging and tactics related to mass market billing issue management.
- Manage the cost and performance of services provided by others, including reference to external benchmarking. Negotiate service level agreements, monitor the service delivery, and initiate action to ensure service levels are maintained. Lead development of Mass Market related billing and manual meter reading related business plans, budgets and ongoing budget review, analysis and reporting.
- Act as a senior member working with the Director, Meter to Bill and other team members to create and sustain a cooperative and supportive working environment. Make recommendations on Human Resource issues and resolve work performance problems
- Perform other duties as required
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Hydro One Inc.
483 Bay St
Toronto
Ontario Canada
www.HydroOne.com
