Operational Excellence Specialist - Winnipeg, Canada - Manitoba Hydro
Description
OPERATIONAL EXCELLENCE SPECIALIST
Winnipeg, MB
_ Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers_
_ Great Benefits_
- Competitive salary and benefits package.
- Definedbenefit pension plan.
- Nineday work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life
- and community.
- Flextime and partially remote work schedule (providing the option to work remotely 3 days per 2 week period), depending on
Manitoba Hydro is a leader among energy companies in North America, recognized for providing highly reliable service and
exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that supports innovation,
commitment and customer service.
This is an exciting opportunity to contribute as a key member of a dynamic team assembled to realize the department's mandate of
"Implementing continuous improvement for Customer Care functions and sparking innovations to improve service levels and
increase customer satisfaction." This new role will be a critical enabler in achieving the goal of "increasing responsiveness and
improving the customer experience" - foundational to pillars of Strategy 2040. The Operational Excellence Specialist will be the
Customer Care expert and ambassador in business process re-design responsible for identifying, leading, designing and
implementing continuous and sustainable process improvements with a focus on policies, systems & processes, tools & technology,
people & roles, and customer strategy to support the goal of becoming more responsive, trusted, and customer-centric.
_Responsibilities:
_
- Works with other Operational Excellence Specialists, the department manager and divisional stakeholders to develop,
stakeholders in the Customer Care and Customer Strategy & Experience divisions to refresh the Roadmap by assessing
strategic relevance, priority and sequence.
- Lead crossfunctional teams using process improvement techniques to implement initiatives in the Roadmap by documenting
analytics and insights to identify opportunities to automate, centralize, eliminate or standardize processes/policies; and
recommending, designing and implementing solutions to meet service-level requirements and deliver operational efficiencies
for re-investment.
- Responsible to define initiative success criteria to monitor initiative outcomes and to ensure expected benefits are realized
- Responsible to communicate project performance results and KPIs to senior management and project/program steering
on-time, on-budget, and in-scope relative to approved project plans.
- In consultation with stakeholders, will be accountable to develop communication plans and support change management
- Will be responsible for providing insight, training and coaching on process improvement methods to project teams and
organization that values continuous improvement and operational excellence.
- Will validate and proactively identify new opportunities that align to the strategic needs of Customer Care in order to support
- Accountable for the maintenance of tools used to manage initiative delivery, outcomes, and benefits (e.g. business cases,
- In consultation with the Department, Division, and Business Unit, will participate in annual and quarterly business planning
- MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY
Reference Code:
CO
_ Qualifications:
_
- A fouryear degree in a related discipline from a university of recognized standing plus five years related experience
- A twoyear diploma in a related discipline from an institution of recognized standing plus seven years related experience
- Proven demonstrable experience, training and/or certification in process improvement, continuous improvement, and/or
- Experience in a supervisory or leadership capacity would be an asset.
- Proven demonstrable experience, training and/or certification in change management (e.g. Prosci ADKAR) would be an asset.
- Pr
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