Posting End Date:

January 21, 2025

As a member of the Enterprise Marketing and Risk Management (MRM) team, the Business Relationship Specialist is a trusted resource to the business and serves as the face of Marketing Risk Management, proactively managing and developing business and customer relationships for complex business priorities and plans.

What you will do:

Business Relationship Specialist Activities:

• Partner with the business to capture and document ideas, enhancements, or defects and ensures that MRM has a deep understanding of business needs and objectives.

• This position will also perform a dual role as a Demand Analyst; working with MRM stakeholders to define, document, and validate the requirements to support business objectives.

• Work directly with business stakeholders to identify and understand service requirements, mapping them to standard services where possible.

• Report on satisfaction levels to Service Owners; develop and track plans to consistently improve them.

• Ensure that development teams are transitioning completed work successfully into production following operational standards and processes.

• Document operational standards and processes.

Demand Analyst Activities:

• This position takes ownership of business demand, understands the overall vision, value proposition, comprehends, and desired outcome behind the demand, and assesses prioritization or incoming demand in accordance with the Business Partner requirements.

• Support the ongoing analysis to modernize and simplify the MRM applications and technology portfolio.

• Communicate with other MRM Business Partners, and where appropriate, the demand originator to translate demand into executable service strategies, plans and forecasts; understands the desired business outcome and its value proposition.

• Take ownership of information management demand and has the authority to determine its value and urgency.

• Write concise and effective specifications for demand items, engaging other business analysts or SMEs to deliver work packages in the form as required by the project, defect, or enhancement.

• Works with the business partners to ensure all client demand is addressed in the broader context of all client delivery.

Who you are:

• You have a post-secondary degree in a related field, e.g., MBA, Computer Science, Engineering or equivalent.

• 7+ years of progressive experience in IT processes, business management, and/or project/portfolio management.

• Practical experience in theories, principles, and operational practices in the areas of IT, Commodity Marketing and/or Risk Management.

• Broad range of experience in IT project planning, process analysis, systems analysis, demand analysis, technical analysis, systems implementation, and operations.

• Experience identifying issues and solutions in forecasting, acquiring, managing, and deploying resources.

• Direct experience working in one or more of the business areas in focus (i.e. Commodity or Financial Derivative Marketing, Risk Control, or Marketing Accounting).    

• Experience in supporting an enterprise level system (e.g. common system used by more than a single client group).

• Demonstrated working business knowledge of Commodity and/or Financial Derivative Marketing and/or Risk Management industry concepts: Profit & Loss, WACOG (Weighted Average Cost of Goods), MtM (Marked-to-Market), Delta, VaR (Value at Risk), Market Pricing, etc.

PREFERRED

Experience providing application support for one or more of the following systems: Openlink Endur/Findur, Openlink RightAngle, Egistix Oil, Entero and Kyriba

Who we are:

Enbridge Gas Inc. is a Customer Centric organization, and the Customer Care team is at the heart of it. Our organizational culture is driven by the needs of our customers. We strive to continuously focus on improving processes and simplify the customer experience. We are looking to grow our adaptive workforce, engaged by an exceptional employee experience.

As a Representative in Customer Care at Enbridge, customer centricity will be your focus as you handle interactions from customers on a number of topics ranging from utility service, billing and invoices to move and transfer requests.

Note: You must be available to work during the core hours of 10am-3pm and/or 4pm to 8pm each day. A 4-hour shift will be scheduled during these hours and must be available to work full time hours 8am-4:30pm during training.

What You Will Do:

• Responsible for the maintenance of mass market billing accounts including call handling of general customer requests/needs, billing inquiries, collections, moves and the investigation of billing exceptions/disputes. Inquiries may range from routine and straightforward tasks to more complex issues.

• Representative will operate according to performance standards and expectations to ensure customer service quality, effectiveness, and efficiency.

• The incumbent is required to be flexible and adaptable to complete any and all tasks and activities associated with their skill set(s), i.e., inbound/outbound calls, correspondence and billing adjustments.

• Accurate completion of all processes, procedures, and follow-up for the type of customer account being worked.

• Respond to all customers’ communications (i.e., letters, mail, faxes, emails, chat, inter-department inquiries).

• Achieve customer satisfaction, quality, and productivity levels in accordance with operational targets.

• Complete other tasks and activities as business needs dictate.

Who You Are:

• Secondary school education or equivalent.

• Minimum 3 years of clerical and customer contact experience required.

• Proven verbal and written communication skills.

• Ability to exercise good judgment with minimal supervision.

• Knowledge of Customer Information Systems is an asset, including SAP and Kubra.

• Excellent analytical skills, decision making ability, negotiations and problem-solving skills.

• Ability to multitask effectively, complete a variety of tasks concurrently, and work under pressure.

• Excellent interpersonal skills and ability to function within a team.

• Ability to plan and use time effectively.

• Flexibility with respect to shifts.

Preferred:

• Mass market billing experience is an asset.

• Experience in a call center environment preferred.

• Bilingualism is an asset.

#LI-Hybrid