Senior Customer Service Analyst Cso

Description:

• Accountable for leading and coordinating delivery of initiatives and sustainment support, directly and/or with other groups internal or external to Hydro One Networks.
• Conduct, business and regulatory impact assessments and other business studies to address transmission/distribution customer needs; analyze problems, develop alternatives and preferred solutions.
• Lead the development of business requirements and prepare, processes, business standards, procedures or methods related to the management of Networks relationship with its customers.
• Develop and review solution designs, test strategies and plans including specifications to confirm optimum solution and adherence to business requirements.
• Represent the unit on discussion with customers, stakeholders, regulatory authorities and regulatory working groups.
• Focus on Billing, MyAccount, FICA and Collection

Specific Accountabilities

• Lead in managing various customer-related initiatives during the design, implementation and execution phases.
• Coordinate activities with Service Providers and stakeholders.
• Prepare comprehensive project plans, test strategies and plans, business processes, reports and specifications to resolve issues, producing necessary documentation, as necessary.
• Work with impacted teams to achieve seamless rollout and execution of change.
• Prepare business requirements, lead the definition and preparation of programs, processes, business standards, procedures or methods, including risk management and costing, related to the management of Networks customer base.
• Provide coordination, guidance to and work with, other interested groups in the implementation of recommendations.
• Provide leadership to assigned system technicians to facilitate project and sustainment support, change analysis and product user acceptance testing for end-to-end integrated business processes and systems.
• Assign work to staff assisting in the work and schedule their activities.
• Monitor the quality of work performed. Refer human resource matters to supervisor for resolution.
• Collect business input to programs, projects and system/business process change, including comments on policy, customer impact, customer satisfaction, regulatory impact, and impacts on contracts with service providers.
• Performs needs analysis, develops solutions and evaluates services which include the contribution to training content related to processes, tools to facilitate process improvement, system enhancement and test, quality management and team operations.
• Performs change design activities for the full range of changes to the “in scope” systems and business processes.
• Conduct technical reviews of design documentation with peers to achieve an agreement on break/fixes and enhancements to production systems.
• Develop test strategies and plans for effective and efficient user acceptance testing on various projects and minor enhancements to achieve the appropriate balance between risk and test effort based on severity and probability of negative impacts and outcomes.
• Manage creation and execution of test plans and scripts and provide quality assurance on the outcomes.
• Play a lead role in representing the department/division on discussions with service providers, customers, stakeholders and regulatory working groups.
• Promote acceptance to corporate proposals and generally work to allay fears, overcome resistance and otherwise contribute towards securing, protecting and advancing objectives.
• Liaise with other internal work groups, divisions and outside interests.
• Provide "customer" guidance to others as required, assist in resolution of work problems, or address customer issues directly, including working with customers over the phone, email (or other contact channels) or in person.
• Maintain an awareness of advances in "best practices" as they relate to managing customer service in the Transmission/Distribution business.
• Maintain an awareness of developments and changes with respect to electricity industry structure and market rule and code changes as they relate to managing customer relations in the Transmission and Distribution business.
• Perform other duties as required.