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Apply for Business Analyst - Customer Care / Operations Support

This position is responsible for reviewing, analyzing, recommending and implementing improvements to business processes for the purpose of enhancing the customer experience and increasing the operational effectiveness & efficiency of a gas and electric company serving residential and small commercial customers in regulated and deregulated markets. The Business Analyst has responsibility for analyzing and developing improvements to revenue management business processes, identifying and facilitating the creation of appropriate reporting for various operations function, managing and integrating processes relating to customer operations, and delivering an improved customer experience. The Business Analyst also has responsibility for identifying and recommending system enhancements that aid in operations efficiency, effectiveness and the customer experience. ESSENTIAL DUTIES AND RESPONSIBILITIES • Establish and maintain methodologies to ensure on-going integration of processes affecting customer operations • Design measurement criteria to monitor the nature of processes and end-to-end integration across functions • Implement and manage an effective change management process to ensure smooth transition of new or adapted processes • Identify and pursue technological and process improvements to enhance Direct Energy effectiveness and efficiency • Support development of departmental and company processes & procedures related to Customer Operations work streams • Monitor and assess day to day Customer Operations related issues to ensure business practices, policies and procedures are executed in an effective manner • Ability to define business requirements and specifications for the purpose systems design • Work closely with Customer Operations and both Business and Consumer market key personnel to define reporting needs and follow through with strategic partner to develop these tools • Work closely with HCL Governance, (HCL Client) and strategic partner to coordinate execution and implementation of new business and/or regulatory requirements • Ensure operational issues are resolved in a timely and decisive manner, or are escalated as appropriate • Analyze customer feedback to identify solutions to improve and enhance the customers’ experience • Review, analyze and prioritize new business proposals for operational viability and ensure alignment with stated business objectives • Create and maintain ongoing dialogue with strategic partner, internal personnel and HCL Governance to ensure a positive, valued relationship that has unambiguous alignment with business initiatives EDUCATION/EXPERIENCE The minimum education requirements are: • Bachelor’s degree in relevant field (may substitute two years of relevant experience per one year of required education) The minimum experience requirements are: • 2-5 years of experience in process and change management in relation to electricity operations, marketing, customer service, retail operations and regulatory/legislative affairs preferred. (Additional experience may substitute for educational requirements.) • Knowledge and experience with customer facing and project management systems • Exposure to distributor operations, regulatory environment, and AUC Rules a plus • General knowledge of Customer Operations systems, policies, and procedures • Experience managing customer/supplier relationships a plus Job Title: Business Analyst Title Code: Date Prepared: July 12, 2012 SCOPE LEVEL Responsibility level: • Responsible for working independently • Also responsible for facilitating cross functional work teams within HCL, (HCL Client) workgroups with the goal to greatly improve customer experience work processes related to (HCL Client) retail customer retention and growth

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We will treat any information you submit with us as confidential. Please read our privacy statement for additional information.