Manager, Ombuds Office and Claims

at  Enbridge

UNION/NON:

This is a non-union position
At Enbridge, customers are at the forefront of everything we do! Every customer matter and their concerns even more! Our leadership is looking for a hands-on Manager to join our North York or Chatham office. In this role you will lead all aspects of the Ombuds Office and Claims function including adjudication on customer issues, liaise with OEB ensuring compliance and leading a team of professionals including coaching, training/development and mentoring.
Are you someone with a thorough knowledge of gas/utilities operations and customer care processes like billing, collections, metering, services, and customer connections? Are you a maestro in negotiations, problem resolution and sound decision making? And are you committed to upholding Enbridge’s core values, this is a phenomenal opportunity to join our dynamic and inclusive team!
We offer opportunities for growth, competitive benefits and pension plan, and generous time off. Apply today, we’d love to hear from you! #joinourteam

• Manage the Technical Lead’s work to ensure maintenance of Ombuds and Claims process and policy documents including training materials, updating of resources and access to information.
• Support the Technical Lead/Ombuds team to remain complaint with privacy regulations. Facilitate/process DSARs (data subject access request) and maintain process and reporting.
• Support customer care and operations in the process of Tampering/Theft of gas.
• Organize and facilitate meetings with the Ontario Energy Board and 3rd party partners to identify process and policy improvements, case/claim reviews, recommendations for improvement and trends/stats.
• Investigate critical issues and facilitate resolution and/or report on findings. Present findings to accountable teams or partners.
• Interact with the President, VP’s, senior managers and managers to address issues related to specific complaints and how to resolve pervasive process issues.
• Manage and oversee the claims’ function – this includes reviewing and adapting the process, ensuring system of record is maintained, ongoing review and audit of claims, confirming liability, working with 3rd party partners (e.g. Lakeside, Aecon, MET, GTEL) to facilitate adjudication, investigating outcomes, processing settlement or payment of claims.
• Participate in the planning and evaluation process by bringing business intelligence and advanced analytics as well as knowledge of related industry trends and advances.
• Planning and forecasting of current and future scope and work, ongoing analysis of stats and trends to identify and anticipate needs.
• Responsible for Ombuds office reporting to multiple partners on frequent cadence.