Manager - Back-office Customer Operations (18-month

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.

Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Enercare has recently introduced a hybrid working environment pilot for most office-based roles, providing the benefits of in-person connection and collaboration with increased balance and flexibility. Under the current pilot that runs to the end of summer, applicable employees work in the office two days per week, and work from home three days. Join Enercare and take this journey with us that we’ll use to learn and shape the future hybrid model.

**Role**: Manager, Back-Office Customer Operations

**Status**: 18-Month Contract

**Division**: Enercare Home and Commercial Services

**Location**: Birchmount (Markham)

**Accountabilities**:

- Accountable for timely and accurate billing of Enercare residential, commercial, and multi-premise customer base with over 1M recurring billings
- Manage and lead a team of 4-7 Billing and Operations Analysts
- Display key leadership qualities including performance management, develop and fostering a high performing team, ability to excel in critical situations and provide relevant updates upstream to SLT to enable exemplary service and delivery
- Work with Back-Office Operations and Customer Operations leaders to develop, plan, and execute key deliverables for the Billing Operations Team
- Design, develop, and deliver regular reporting and dashboards related to Billing KPI, Revenue leakage and department performance metrics
- Responsible for identifying, developing and implementing potential process, policy and procedure improvements including preventative and reactive revenue leakage and cost-saving opportunities
- Directly responsible for a variety of business metrics including: Billing timeliness, completeness, accuracy and quality, and customer service metrics
- Manage compliance within the team for all policies and procedures as specified by the company and government legislation related to the task at hand
- Foster, maintain and positive working relationships with direct team members, internal groups and business partners
- Manage external vendors with direct accountability on their performance and adherence to contractual obligations
- Lead production support issues to resolution involving back-office solutions, billing systems and transactional discrepancies
- Lead and monitor process improvement and project initiatives for Back-Office Operations
- Planning and execution of new departmental and enterprise initiatives involving billing operations, rate code mapping, customer experience improvements and transaction management driven internally or by other areas of the organization
- Responsible for employee recruitment, training needs analysis and delivery, and disciplinary actions
- Act as an agent of change within the Home Services Operations environment
- Support and development of our billing and back-office business striving for a “Superior Back-Office”
- Keeping abreast of new technology and practices through participation at Leadership Meetings, external resources, training, workshops, and conferences

**Qualifications**:

- Post-secondary education in Business or Finance and 3 years of direct/related working experience in billing, credit, or accounting OR minimum 5 years work experience in a similar role in a Billing and Customer Operations capacity with some formal training in Business Analytics or Management
- Minimum 5 years of experience in a combination of operational environment, process improvement, financial analysis or other roles that focus on root cause analysis, development and implementation of controls and procedures
- Minimum 2 years of experience in quality and process management
- Minimum 2 years of experience in planning and executing on business strategy or projects (new initiatives or process improvement)
- Minimum 2 years vendor management experience
- Minimum 4 years of experience and working knowledge of the Open Bill Access program
- HVAC industry experience
- Knowledge of Government Legislation, Best Practice and Industry Standard of Billing and/or Credit and Collections Operations is desirable
- Understanding