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About the Role
This posting is for an existing vacancy.
Responsibilities
- Provide project support including complex analytics, reporting, invoice review and processing, project change requests, and tracking spending versus budgets.
- Deliver customer support by identifying friction points and escalation trends to develop practical customer experience solutions aligned with business goals.
- Identify gaps and trends, perform analyses to determine root causes, and develop recommended solutions aligned with business and operational goals.
- Gather data, perform complex data analysis, and create reports, ensuring data accuracy.
- Lead and participate in process improvement initiatives and process mapping activities to support departmental continuous improvement programs.
- Create and maintain sophisticated reporting applications, forms, and customized databases.
- Perform periodic analysis and monitoring of detailed operations data for quality assurance.
- Perform detailed analysis of gaps and trends for various programs and portfolios.
- Provide strategic insights and recommendations to senior management based on comprehensive data analysis and trend identification.
- Track and analyze customer interactions, recurring concerns, and escalation trends to identify opportunities for process improvement and enhanced customer experience.
- Develop and implement advanced analytical models to support decision-making processes.
- Prepare customer quotations and ensure invoicing is up to date with customers.
- Assist the Manager with establishing and measuring contractor performance, identifying issues and solutions to close gaps.
- Manage project closure, including final project cost true-ups and project cost accruals.
- Liaise with internal and external stakeholders to assist in the successful coordination and delivery of program execution.
- Participate in corporate-wide initiatives to support overall business strategy.
- Perform additional duties as assigned.
Requirements
- Bachelor degree in Business Administration, Business Technology, Analytics, or related field.
- Five (5) years of experience in customer and stakeholder management, data analysis, gap analysis, reporting results, process improvement, identification of areas for improvement, and development of new initiatives.
- Equivalent experience in a related customer-focused field will also be considered.
- Demonstrate customer-focused behavior in all actions and decisions, particularly when interacting directly with customers.
- Ability to build strong relationships with team members and stakeholders across the organization.
- Advanced working knowledge in MS Office including Outlook, Excel, and PowerPoint.
- Experience using and developing processes in project management tools, such as SharePoint, ClickUp, Customer Relationship Management (CRM) systems is an asset.
- Exposure to ESRI ArcGIS or similar Geospatial Information Systems (GIS) is desirable.
- Excellent communication and presentation skills.
- Project Management Professional (PMP) designation is an asset.
- Excellent analytical and business solution development skills, including the proven ability to function effectively in a dynamic environment.
- Ability to proactively flag at-risk areas of business based on analysis of data and KPIs.
- Experience using data integration tools, such as Alteryx and iDox.
- Awareness of project/program management processes, principles, and methodologies.
- Creative, innovative, forward-thinking, and takes initiative.
- Good understanding of business issues and challenges, specifically in a customer service environment.
- Ability to develop dependable feedback systems and tracking.
Skills
- Customer and stakeholder management
- Data analysis
- Gap analysis
- Reporting results
- Process improvement
- MS Office (Outlook, Excel, PowerPoint)
- Project management tools (SharePoint, ClickUp, CRM)
- ESRI ArcGIS or similar Geospatial Information Systems (GIS)
- Communication
- Presentation
- Analytical skills
- Business solution development
- Data integration tools (Alteryx, iDox)
- Project/program management processes, principles, and methodologies
- Feedback systems and tracking
Location
- Office location not specified
- Remote work two days per week
- Must live in Ontario within reasonable commuting distance of the office
Work Type
- Hybrid
- Remote
- Onsite
Experience Level
- 5 years of experience
Education Level
- Bachelor degree in Business Administration, Business Technology, Analytics or related field
Salary/Compensations
- $90810 - $113512 Annually
About the Company
- Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process.
- Toronto Hydro is committed to fostering an inclusive and accessible recruitment process.
- Learn more about our commitment to accessibility.
Equal Opportunity
- We welcome applications from all qualified candidates.
- Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process.