Provide leadership in the development, implementation and execution of all financial and regulatory matters for Customer Service; design and develop financial models and provide analysis related to options and results. Represent Customer Service in the administration of departmental finances and corporate scorecard measures to ensure objectives are met; facilitate input into various corporate reviews and risk management exercises.
Provide financial reporting and oversight of operational costs for Customer Service and Billing Operations; oversee annual budgeting and forecasting processes and ensure annual budgets are prepared in accordance with established practices and reporting of operating costs are completed in an accurate and timely manner. Ensure emerging pressures and opportunities to reduce costs are effectively managed; provide guidance and direction in the resolution of financial concerns and issues.
Oversee regulatory performance measures and monthly management reporting and provide monthly and annual cost and service quality reporting. Provide leadership in the development of significant regulatory applications to all regulatory bodies; prepare revenue requirement and rate design applications for regulatory filings to the BCUC, including written documentation and responses to information requests.
Provide leadership in the execution of business performance measurement activities for call centre and billing operations; monitor operational performance through the development, implementation and maintenance of key performance measures and related reports, scorecards, dashboards. Collaborate with leadership team in the development of metrics, annual activity and budget planning cycles and related schedules to ensure oversight in financial and operational targets.
Establish and maintain effective working relationship with leadership team and key stakeholders in the execution of strategic initiatives including the development of new opportunities. Work with technology staff and department managers in the development, implementation and maintenance of reporting tools, budgets and resolution of problems, variances.