The Manager, Customer Care Systems Testing, is responsible for leading a team of business unit resources to conduct business process, user experience and business testing to meet business goals within the Customer Experience division. The incumbent will act as a business project lead and manage a team to implement iniatives and deliver quality technology and process solutions to internal and external users. The incumbent will work in close partnership with internal stakeholders (e.g. Customer Exoerience Operations, Information Technology Team, Regulatory, etc.) to protect the interest of customers (from inaccurate bills, poor customer experience, missing payments, website issues, etc.), meet regulations, resolve defects to existing Customer Experience systems and to advance long term technology road map initiatives to meet divisional and/or organizational requirements. The incumbent will be responsible for maintaining existing functionality amidst system changes by including regression/sanity/smoke testing in the user aceptance/business acceptance testing plans.

Key Responsibilities

• Manages the centralized planning, scheduling, monitoring and control of business testing activities and tasks for all Customer Experience systems such as meter data systems, billing systems, mobile apps, web self-serve, etc. to protect the interest of customers (from inaccurate bills, poor customer experience, missing payments, website issues, etc.)
• In support of the overall Customer Experience project portfolio, acts as the Business project lead for regulatory and operational initiatives such as rate changes, configuration updates, maintenance items, etc. leading the business team through the full project cycle, including all business readiness/adoption activities.
• Schedules tests for execution against changing priorities, resourcing cycles, and team workload. Monitors, measures, controls and reports on the test progress, product quality status and test results, adapting the test plan as needed to adjust to evolving conditions.
• Plans the test strategy, obtains stakeholder agreement, and determines all required elements to be tested (and on which systems), leads the team to develop test scripts and execute system testing, testing schedule, resources and testing quality.
• Leads a team of experienced business unit resources to conduct business process and business systems testing (user and business acceptance testing) and quality assurance testing in support of new/proposed changes to existing customer care information systems and data.
• Manages teams’ day-to-day performance and productivity related activities performed by union and administrative support resources; including safety, attendance, engagement, and training and development activities.
• Provides coaching and feedback to motivate and engage employee outcomes in the attainment of organizational goals and objectives; acts to address gaps in performance which may impact outcomes.
• Works with the business stakeholders and Information Technology to schedule and promote changes into the production environments.
• Reviews, develops and provides input to documents and business processes to support best practices.
• Acts as the key business resource to provide customer care testing expertise for multiple concurrent projects and initiatives.
• Works with Customer Experience and Information Technology project leadership to set objectives, timelines, priorities and scope expectations.
• Develops work plans, provides project status updates for projects and establishes quality standards and milestones. Identifies any skill gaps and makes recommendations for training and/or education sessions for the identified test resources.
• Supports the strategy and customer care technology roadmap identified for projects and partners with IT to provide exceptional quality on deliverables.
• Builds and maintains relationships across Customer Experience, Information Technology, Regulatory, Legal, etc. to obtain knowledge/understanding of current and future system functionality and enhanced offerings. Devises the test objectives, test strategies and test plans, and obtains agreement from impacted stakeholders.
• Reviews, develops and provides input to documents and business processes to support best practices and business readiness activities (job aids, user guides, communication products, training documents, etc.).
  
  

Requirements

• Bachelor’s Degree (major in Business Administration is preferred)
• Five (5) years’ experience with system testing, analysis of business processes, identification of improvement opportunities, and/or development of new processes
• Three (3) or more years’ experience with customer information systems design and testing
• Three (3) to five (5) years of project/leadership experience (direct people leadership experience preferred)
• Project Management Professional (PMP) preferred
• Operational experience in a contact centre and/or accounts receivable environment
• Experience creating goals and developing strategies to achieve the goals
• Knowledge of customer care operations, regulatory environment, and information technology systems
• Knowledge of customer experience programs and customer service processes both functional and technical, including process mapping experience
• Strong analysis skills coupled with business knowledge in the utility sector
• Knowledge of systems related to customer services; AMI (Advanced Metering Infrastructure), customer billing, payments and collections ystems, customer self-service, mobile applications.
• Fully proficient in use of MS Office, MS Project, MS Visio and other project management tools
• Strong facilitation and stakeholder management skills
• Problem solving and decision-making skills
• Demonstrated superior verbal and written communication skills
• Demonstrated project management abilities and understanding through hands-on project management experience
• Demonstrated abilities of working collaboratively with multiple work groups
  
  

Toronto Hydro has introduced a Hybrid Work Arrangement. This position allows for remote work up to three days per week, based on business needs. Employees will be required to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person. You are expected to live in Ontario and within reasonable commuting distance of the office.



Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. If you’re having difficulty using our online application system and require accommodation, please email our Talent Management team or call (416) 542-8000. Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Resumes sent to this email address will not be considered. Learn more about our commitment to accessibility.