50226: Sudbury: Regular Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we're focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play. It's an exciting time to join the team at Hydro One General Accountabilities: stylelist:style:type:disc: : Reporting to the Customer and Business Services Manager (C and 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 theRegion 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: stylelist:style:type:disc: : 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, proced