Manager, Data Analytics

Manager, Data Analytics

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business, and as an employee team. At Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it.

Purpose

The Manager of Data Analytics will manage a team of Data Analysts to support operational oversight and strategic initiatives related to Liberty's Customer Service and Strategy. This role will oversee all aspects in the data lifecycle, including data cleansing, transformation, data loading into various data repositories for analysis, reporting and facilitate decision making. Responsibilities include project management the execution of Liberty's Customer Excellence Framework. This role integrates advanced data analytics to support Liberty's Contact Center, Billing and Revenue Operations and Programs to optimize efficiency and ensure regulatory compliance. The manager works with members of a cross-functional team, conducts benchmarking and collaborates with internal and external stakeholders to deliver customer-centric, and cost-effective utility services.

Accountabilities

Design, develop and implement data governance frameworks for Customer Service operations.

Ensure data quality, consistency, and security across systems. Streamline and automate data gathering, data cleansing, and data prep processes

Prioritize work assignments and ensure timely and accurate completion of tasks.

Lead and mentor Data and Benchmark Analysts using various intelligent automation utilities

Understand and interpret data formulas, and calculations and troubleshooting of variances.

Collaborate enterprise wide to ensure KPIs, risk indicators and operational strategies are met.

Provides data-driven updates to leadership regarding customer service results, and recommendations.

Work with internal stakeholders and consultants to develop an enhanced risk model for assessing improvement initiatives, as well as project planning and prioritization

Assist the Director in developing and managing the assigned budget and resourcing, including forecasting and controlling cost.

Identify opportunities to improve Customer Service Delivery, implement industry best practices, and KPI's.

Education and Experience

Bachelors degree in Business, Operations, or a related field (or equivalent experience).

5+years of experience in a large-scale utility, or regulated industry or customer service environment in an IT related role.

3+years management experience.

Understanding of IT Architecture (SAP is an asset).

What We Offer

401k with Company match

Full insurance benefits starting day 1 (health / dental / vision / life)

Collaborative environment with a genuine flexible working policy

Share purchase / match plan

Defined Contribution savings plan

Top Talent Program

Volunteer paid days off

Employee Assistance Program

Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billion of assets across North America and internationally. For more than 30 years, Algonquin has demonstrated an unwavering commitment to delivering clean energy and water solutions. Our rapid growth has led both our regulated utility services and renewable energy business groups into different geographies and commodities, but our purpose remains unchanged Sustaining Energy and Water for Life. Through our operating business (Liberty), we provide regulated electricity, water, and natural gas utility services to over 1 million customer connections, primarily in North America. And, our growing portfolio of clean, renewable wind, solar, hydro and thermal power generation facilities represent over 3 GW of renewable generation capacity in operation and under construction. With our robust, diversified, and growing presence in communities across North America and internationally, we are continually demonstrating our "Think Global, Act Local" business model. We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the opportunity. We are an equal opportunity employer and value each person's unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all of our employees and expect each of our employees to honor this commitment in their daily responsibilities.