Manager, Ombuds Office and Claims

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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.

You bring the following skills, knowledge and experience:

• University degree along with 8+ years of directly related experience.

• Superior oral and written communication skills.

• Ability to make effective and informed decisions under pressure.

• Exemplary leadership skills with exceptional problem resolution, presentation and analytical skills.

• Excellent understanding of third-party processes.

• Ability to collaborate and establish effective relationships with various internal and external partners.

• Working knowledge of claims management and liability.

This role typically operates in an office environment, however can be stressful due to deadlines and intensified complaints. Occasional travel within Ontario is required for team meetings.

Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members. Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start or end time, to opt for a compressed workweek schedule or the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option. #LI-Hybrid

Diversity and inclusion are important to us. Enbridge is an Equal Opportunity and Affirmative Action Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting careers@enbridge.com.

Information For Applicants:

• Applications can be submitted via our online recruiting system only.
• We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.
• Final candidates for this position may be required to undergo a security screening, including a criminal records check.

To learn more about us, visit www.enbridge.com