Supervisor, Collections (Temporary)

Please Note: If you are a current Hydro Ottawa employee with access to Workday, apply to this job via the Workday application.

At Hydro Ottawa, we empower the lives of the people in the communities we serve.

As the electricity distributor to the Nation’s Capital, our work powers the essential activities that make up our lives - at home, at work and at play. And as Ontario’s largest municipally-owned producer of green power, we are leading the way to a greener tomorrow.

We are seeking a Supervisor, Collections, a change champion and innovative leader ready to embrace the opportunity to guide and mentor others, and enable them to do their best work. And in doing so, to leave a legacy.

Are you ready to make a difference in our community?

JOB SUMMARY

Reporting to the Manager, Billing and Collections, the Supervisor, Collections is responsible for the day-to-day efficient and effective operation of a team for the timely collection of unpaid customer accounts, ensuring that bad debts are minimized for the corporation.

MAJOR RESPONSIBILITIES

• Manage the human resources for the group including staff development and training, recruitment, selection, performance management and administration of the collective agreement, in conjunction with the group manager; provide individual and group coaching as required
• Maintain sufficient telephone coverage for outbound Collection Calls to meet group needs
• Ensure that overdue accounts are accurately dispatched for collection action
• Manage the collection and retention of all customer deposits
• Manage and authorize the transfer of customer accounts to outside collection agencies
• Create and maintain accepted customer service standards for collections activities
• Ensure the availability of necessary resources to meet customers’ needs while adhering to cost control measures within an approved group budget, and continually balancing the cost of collections with the level of bad debts
• Accumulate, interpret and report daily/monthly collection statistics
• Provide assistance to Agents in handling difficult or complex customer requests including de-escalating challenging situations, addressing complaints, and providing follow-up written correspondence
• Carry out research and analysis to recommend enhanced programs, procedures, solutions and policies to increase productivity, gain efficiencies, improve service offered to customers, and to contribute to employee satisfaction
• Liaise with other departments, supervisors, customers, welfare, and outside agencies as directed by the day-to-day collection of customer accounts
• Coordinate and implement the staffing, resources and processes to ensure that all collections activities are managed in a consistent, professional manner and that the sensitivity of these activities and the impact on the corporate image are always considered
• Maintain thorough understanding of regulatory compliance and code requirements pertaining to the electricity sector in Ontario
• Perform other related duties as required

EDUCATION AND EXPERIENCE

• Post secondary education in Business Administration, accounting, or related discipline
• Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements
• Minimum 5 years experience in a fast paced, computerized office technology-driven environment with demonstrated leadership experience in a customer service environment
• Experience with effectively managing difficult customer conversations, maintaining composure and empathy, while upholding professional standards
• Collections experience required, with knowledge of the utility industry considered a valuable asset
• Strong computer skills; proficient in the use of office productivity and collaboration tools preferably Google Workspace. Proficiency in Microsoft Office Suite is also a plus

ADDITIONAL REQUIREMENTS

• English essential, both oral and written; Bilingual (English/French) considered an asset

This is a management group opportunity and salary will be commensurate with qualifications.

Hydro Ottawa offers a Hybrid Work Model. Hybrid work is position specific, details of the hybrid model will be discussed with successful candidates.

Hydro Ottawa may use artificial intelligence (“AI”) during the recruitment process to aid in the screening and selection of candidates.

Location:

This is a management group opportunity. The annual salary range for this position identified below depends on experience, education, and professional designation. The successful candidate will be offered a salary within this range based on their qualifications.

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Pay Range Maximum:

Posting End Date (if applicable):

Hydro Ottawa is committed to establishing a qualified workforce that reflects the diverse population it serves and we encourage applications from all qualified individuals. We are also committed to preventing and removing barriers to employment for people with disabilities, and we invite you to inform us should you have any accessibility or accommodation needs.

Applicants must be legally entitled to work in Canada.