Sr. Advisor Customer Care Compliance

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At Enbridge, we embrace new ideas and offer an environment where employees are recognized and respected for their input and opinions.

The Customer Care Compliance Senior Advisor will provide technical expertise on compliance initiatives for Customer Care operations that are critical to the strategic direction and require a senior level coordination and technical oversight. The role will be accountable coordinate changes in all areas of compliance including regulatory, privacy, SOX controls and the IMS program.

If you're looking to work for an innovative, inclusive employer that offers opportunities for growth, a competitive benefits and pension plan, and generous time off, Enbridge is your place. Come and join us!

• Primary lead on behalf of Customer Care for the development and launch of the new Customer Management Program within the IMS structure.

• Partner with the Specialists Strategy & compliance role to ensure compliance with OEB, Privacy, SOX regulations and the Customer Management Program across all areas of Customer Care Operations to certify compliance.

• Support development and implementation of process and systems changes that support GDAR, privacy and sox compliance as they related to Customer Care Operations.

• Working with IT/TIS and Business support teams to ensure all changes are compliant prior to implementation.

• Ensuring vendors adhere to our rules and regulations relating to privacy.

• Working with internal audit to simplify SOX controls.

• Work closely with Regulatory to implement OEB mandated changes.

• Track and handle all Customer Care Operations changes, provide reporting on changes and impacts to GDAR, Privacy and SOX controls.

You have the following qualifications and skills:

• Related university degree or 6+ years of directly related experience. A combination of education and experience will be considered

• Knowledge of Customer Care functions, processes and policies is preferred.

• Knowledge of Ontario energy market (gas/electricity) and customer policies/rules/requirements.

• Familiarity with Ontario regulatory environment including Rates, Incentive Regulation, etc.

• Experience in process analysis and process improvement including leadership of significant process change initiatives.

• Experience in writing complex business requirements for process improvements.

• Experience with large system improvement initiatives - project management and leadership.

• Ability to travel regularly.

• Knowledge of SAP for utilities is an asset.

• Project management capabilities or experience

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 and end time, to opt for a compressed workweek schedule, and the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option or combination of options. #LI-Hybrid #joinourteam

Include but are not limited to: Grasping, kneeling, light - moderate lifting (objects up to 20 pounds), reaching above shoulder, repetitive motion, sitting, standing, visual requirement (able to see screens, detect color coding, read fine print), hearing requirement.

Include but are not limited to: Ability to: understand, remember and apply oral and/or written instructions or other information, understand complex problems and collaborate/explore alternative solutions, prioritize thoughts and ideas into understandable terminology, coordinate and prioritize work schedule on a short-term basis, make decisions which have moderate impact on the immediate work unit and monitor impact outside this area, understand and follow basic instructions and guidelines, complete routine forms, compose letters, outlines, memoranda and basic reports and communicate with individuals via telephone.

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