Manager, Data Analytics

Responsibilities

• 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
• 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

Skills

• Bachelor's 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)

Benefits

• 💼 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
• 🏆 Achievement fund
• Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billion of assets across North America and internationally