CONTINUOUS IMPROVEMENT OFFICER

WINNIPEG, MB

• Competitive salary and benefits package.
• Defined-benefit pension plan.
• Nine-day work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life and community.
• Flex-time and partially remote work schedule (providing the option to work remotely 3 days per 2 week period), depending on nature of work, operational requirements and work location.

• Work with other Continuous Improvement Specialists, the Department Manager, and business unit stakeholders to develop, evaluate, and prioritize initiatives identified in the Customer Solutions & Experience Business Unit. On an annual basis, work with stakeholders in the Customer Care, Customer Experience & Value Enablement and Energy Service Advice and Products Divisions to refresh their Business Unit Roadmap by assessing strategic relevance, priority, and sequence.
• Lead cross-functional teams using process improvement techniques to implement initiatives by documenting business processes; recognizing performance gaps and conducting root cause analysis; using empirical models, data, 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 for defining initiative success criteria to monitor initiative outcomes and to ensure expected benefits are realized according to the initiative's business case. 
• Responsible for communicating project performance results and KPIs to senior management and project/program steering committees and proactively monitoring outcomes, objectives, and milestones to identify and mitigate risks and deliver results on-time, on-budget, and in-scope relative to approved project plans. 
• In consultation with stakeholders, will be accountable for developing communication plans and supporting change management plans to ensure success in the implementation of initiatives and realization of intended outcomes.
• Will be responsible for providing insight, training, and coaching on process improvement methods to project teams and stakeholders to ensure initiatives are implemented successfully and to support the transformation of Customer Care into an organization that values continuous improvement and operational excellence.
• Will validate and proactively identify new opportunities that align with the strategic needs to support Manitoba Hydro's Corporate Strategy to achieve business outcomes and to meet the evolving expectations of employees and customers.
• Accountable for the maintenance of tools used to manage initiative delivery, outcomes, and benefits (e.g., business cases, project charters, project plans, and risk/issue/decision logs).
• In consultation with the department, division, and business unit, will participate in annual and quarterly business planning process. 

• A four-year degree in a related discipline from a university of recognized standing, plus a minimum of four years of directly related experience.
  OR
• A two-year diploma in a related discipline from an institution of recognized standing, plus a minimum of six years of directly related experience.
• Proven demonstrable experience, training and/or certification in process improvement, continuous improvement, and/or business transformation (e.g., Lean Six Sigma) is preferred.
• 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.
• Proven demonstrable experience, training, and/or certification in project management (e.g., PMP or PRINCE2) would be beneficial.
• An agile, detail-oriented planner with the ability to organize and control the schedule of critical activities of various concurrent work assignments with minimal supervision to ensure aggressive project timelines are met.
• A creative problem solver who is comfortable being hands-on with demonstrated high proficiency and experience in developing business processes and driving continuous improvement through leading, facilitating, and implementing process improvement initiatives involving multiple stakeholder groups.
• An analytical thinker able to prioritize and manage multiple projects or work assignments, and able to anticipate and proactively mitigate risks and challenges to achieving stated project goals by devising solutions to broadly defined objectives.
• Ability to perform in a leadership role effectively and to diplomatically influence cross-functional and cross-disciplinary teams in acting upon recommendations to achieve stated outcomes.
• Proficiency with current software for collaboration, flowcharting, project scheduling and progress monitoring, spreadsheets, and financial reporting.
• A working knowledge of Customer Care business processes, policies and systems would be beneficial.