51494 - Sudbury - Regular

Hiring salary range: $4,102.00 - $5,508.40 / Bi-weekly

General Accountabilities:

• Reporting to the Customer & Business Services Manager (C&SBM)
• Supervise and administer the work of staff. Support the department in the development and management of business processes.
• Manage the zones tracking system processes.
• Develop and implement department performance tracking and reporting systems and processes.
• Respond and resolve escalated customer issues and expedited requests.
• Plan, organize, schedule, assign and control work and responsibilities of assigned staff.
• Coach, monitor and assess team performance objectives.
• Develop, implement and maintain methods, standards and procedures for carrying out the work.
• Recommend on staffing requirements, participate in the selection process and be responsible for job training and development.
• Review staff performance and initiate effective recommendations on pay, promotion, transfer, discipline and/or termination.
• Deal with problems relating to the interpretation and application of the Collective Agreement.
• Ensure staff apply the processes appropriate for the Distribution Lines organization.
• Ensure processes are carried out consistent with the application of policies, internal and control requirements, statues and regulations.
• Plan, organize, and schedule assignments to ensure an appropriate distribution of workload.
• Provide guidance, as required maintain a check on progress and accuracy and be responsible for work quality and productivity.
• Schedule and authorize overtime and miscellaneous expenses.
• Support the Region in the development, analysis and management of business processes.
• Solicit input from customers and employees to continuously improve processes and recommend implementation.
• Develop and implement department performance tracking and reporting systems and processes.
• Coordinate with service providers all aspects of site telephone and LAN communications and aq related office automation needs.
• Work with service providers to provide office accommodation services which include space planning, acquisition of furniture and office equipment and supplies needs.
• Maintain minor fixed asset inventory of all relevant office equipment.
• Investigate and respond to expedited inquires and escalated customer issues.
• Perform other duties as required.

Selection Criteria

Essential Knowledge:

• Requires knowledge of business administration, data communications and database management to develop and implement performance system requirements and business processes.
• Requires good communication skills to communicate effectively with internal and external contacts.
• This knowledge is considered to be normally acquired through the completion of Grade XII plus 3 years' further concentrated study.
• Requires a good understanding of the retail distribution systems, operations and the interrelationship between organizations such as Customer Communications Centre, Workforce Deployment, Engineering services and other Business Units.
• Requires experience with business information systems, software applications and computer hardware to develop and implement performance systems.
• Requires experience to be familiar with network communications, procedures, standards and work routines. Requires experience to understand the specifics of the various computerized systems and their interrelationship with other systems.
• Requires experience to be familiar with the business in order to make effective recommendations on systems to support its operations.
• Requires experience to be familiar with effective training approaches and methods and with documenting training procedures.
• Requires experience in a supervisory capacity.
• A period of over 6 years and up to and including 8 years is considered necessary to gain this experience.

Deadline: August 4, 2026

The base salary for this role considers a variety of factors, including candidates' knowledge, skills, experience, education, and any applicable collective agreement requirements for union-represented positions. Hydro One provides an extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability to enable our employees to be the best version of themselves. For management roles, compensation is based on the principle of pay-for performance compensation philosophy, and the amount of annual adjustments and incentive payments depends on how well you and the company perform (subject to plan terms). We encourage open dialogue about compensation with our Talent Acquisition Team, who can provide more detailed information specific to this role.

This posting is for an existing vacancy.

Hydro One uses AI tools to assist in the screening and assessing candidates for this role. Our use of AI does not replace human decision-making.

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We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.