REPORTING AND ANALYTICS SPECIALIST

at  Manitoba Hydro

GREAT BENEFITS

• 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.
Manitoba Hydro is a leader among energy companies in North America, recognized for providing highly reliable service and
exceptional customer satisfaction. Join our team of Manitoba’s best as we continue to build a company that supports innovation,
commitment, and customer service, while actively supporting a diverse, equitable and inclusive workplace.
We are looking for a Reporting & Analytics Specialist to join our team. Under the direction of the Operational Excellence Department
Manager, the Reporting & Analytics Specialist will be responsible for data reporting across the Customer Care Division. This
includes defining the data requirements, extracting and analysing data, and creating dashboards to identify trends and cause and
effect relationships to enable business decisions. This position will maintain expert knowledge of Manitoba Hydro’s reporting and
database systems (for example Microsoft platforms such as Power BI and Power Automate). This position will be responsible for
supporting the Customer Care Division in achieving Service Level (SL) targets and other Key Performance Indicators (KPIs) by
identifying the insights gained from the creation of dashboards and data visualizations. This position will be responsible for
identifying opportunities for robotic process automation (RPA) to achieve process efficiency, reduce employee effort, and improve
the customer experience, as well as supporting the design and implementation of the automation.

QUALIFICATIONS:

• Completion of a four-year university degree in Business, Mathematics, Statistics, Computer Science, or relevant discipline
  from an institute of recognized standing, plus one year of related experience.

OR

• Completion of a two-year diploma in a relevant discipline (e.g., Business, Mathematics, Statistics, Data Science, Machine

Learning) from an institute of recognized standing, plus three years of directly related experience.

• Must have advanced knowledge of Microsoft Office software.
• Must be proficient in data analysis and tools such as Structured Query Language (SQL), R or Python, Excel, and Tableau.
• Highly skilled in statistical analysis.
• Must have expert knowledge of Power BI. Experience with Power Automate would be an asset.
• Must have knowledge and experience with data modelling and visualization, data warehousing, and data integration

processes.

• Demonstrated analytical and problem-solving skills with the ability to understand complex systems and processes, identify

opportunities for process improvement, develop and analyse alternative courses of action, and use data and insights to

provide recommendations.

• Demonstrated experience in continuous improvement methods (e.g., Six Sigma, Lean, etc.) and tools (e.g., A3, DMAIC,

PDCA, Root Cause Analysis, etc.) and change management practices (e.g., Prosci, ADKAR) would be an asset.

• Ability to prepare and present complex issues and recommendations in a clear and concise manner, both verbally and in

writing, to varied and cross-functional audiences.

• Strong attention to detail and ability to work independently and to manage multiple tasks with changing priorities.
• Excellent communication and interpersonal skills with the ability to work collaboratively with cross-functional teams.
• Experience with customer information systems (e.g., Banner), customer relationship management (CRM) systems, contact

handling technology (e.g., Genesys), and other enterprise systems (e.g., SAP) is an asset.

• Experience with Artificial Intelligence technologies is an asset.

enhance customer experience and improve performance outcomes.

• Assess Customer Care business processes for suitability for automation and follow enterprise prioritization criteria framework

• Develop and maintain reports, dashboards, and other analytical tools to support business decision-making, with an emphasis

on automation, using data and reporting tools like Power BI, Power Automate, and other Microsoft tools.

• Analyse data to identify trends, patterns, and provide insights to divisional stakeholders that inform business strategy process

improvements.

• Develop and maintain performance scorecards (individual, departmental, and divisional) to assist with coaching and

performance management to achieve Service Level (SL) and Key Performance Indicator (KPI) targets.

• Collaborate with cross-functional teams to gather and synthesize data from various sources and systems, including customer

information systems (e.g., Banner), contact handling technology (e.g., Genesys), and other enterprise systems (e.g., SAP).

• Prepare reports and data analysis for use by external groups (e.g., General Rate Application, Executive Committee, and

Public Utilities Board).

• Identify and respond to opportunities that mitigate arrears escalation by developing reactive and proactive strategies (e.g.,

Customer Classification Model).

• Develop and implement data quality and governance practices to ensure accuracy and consistency of data sources and uses.
• Design, implement, measure, and maintain robotic process automation (RPA) for Customer Care business processes to

enhance customer experience and improve performance outcomes.

• Assess Customer Care business processes for suitability for automation and follow enterprise prioritization criteria frameworks

to select and implement opportunities.

• Ensure that the automation solutions function as intended and meet the defined requirements by conducting functional testing

and performance testing to validate the automation’s accuracy, reliability, and efficiency.

• Work closely with other Operational Excellence teams to promote and support operational outcomes for the Customer Care

Division.

• Participate in the evaluation of complex business processes, identify pain-points and opportunities for improvement, and make

recommendations for process improvements and process automation.