Manager, Collections

Highlights of the job

Are you ready to lead with impact and drive results in a fast-paced, customer-focused environment? This is your opportunity to take charge of a high-performing team, shape strategy, and make a measurable difference in how we serve our customers

As the **Collections Manager**, you will take ownership of the Energy Services collections function - leading front-line collections agents, team leads, and analysts to ensure customer accounts in arrears are being resolved effectively and efficiently. You will also manage complex customer service and operational challenges, resolve escalated issues, lead end-to-end projects, refine procedures, oversee third-party agency performance, and continuously improve team outcomes.

What you’d be responsible for

As a Collections Manager, you are accountable to the Senior Manager, Specialized Care and will have the following key accountabilities (but are not limited to these):
**Planning & Execution**
- Contributing to operational planning by identifying annual objectives and aligning team goals with strategic priorities.
- Maintaining awareness of company and Energy Services strategies while fostering strong partnerships across Specialized Care and related areas.
- Monitoring business plan execution, anticipating obstacles, and adapting to shifting priorities to meet annual targets.
- Establishing, tracking, and reporting on collections performance metrics, while analyzing issues and implementing continuous improvements to enhance efficiency, effectiveness, and employee satisfaction.
- Communicating expectations, progress, and risks clearly, while resolving issues and removing roadblocks to ensure successful outcomes.

**Operational Excellence**
- Leading the Collections function and supporting regulatory filings across Canadian and other jurisdictions, including preparing business cases and providing expertise and testimony during hearings and settlements.
- Developing integrated strategies to meet regulatory and collections commitments in scope, time, and cost, while ensuring adherence to established processes, procedures, and standards.
- Identifying and implementing process improvements to enhance service effectiveness and operational efficiency.

**Leadership**
- Building capable, committed, and high-performing teams by setting clear objectives, providing feedback, and holding employees accountable for results and behaviors.
- Collaborating across functions to resolve challenges, gather insights, and drive innovative solutions.
- Consulting with business partners to clarify issues and opportunities, while offering technical expertise to support informed decision-making.

What’s required to be successful

Qualifications, experience and behaviors you possess are:

- **
Degree in**Commerce** (or a related field) from a recognized post-secondary educational institute is required. A **combination of relevant education and experience** may be taken into consideration.
- ** 7+ years** of progressively responsible experience **leading**C**ollections and/or Contact Centre management teams**,** including unionized personnel**s.
- ** 5+ years** of experience in the **electricity, energy, or utilities sector**, **with a focus on customer care, billing, regulatory operations, and Information Support Systems** (including SAP, Genesys, CIS, and Vertex).
- SAP experience is considered an asset.
- Strong financial acumen, including budget creation, variance reporting, and balancing human capital.
- Applied knowledge of Occupational Health and Safety regulations with a strong commitment to safety leadership.
- Analyzing and trending complex data to drive business outcomes using databases, analytics platforms, BI dashboards, and Microsoft Office tools (Excel, PowerPoint, Word).
- Understanding regulatory environments and their impact on operations.
- Communicating clearly, collaborating cross-functionally, and leading with accountability and adaptability.

Other important facts about this job

Jurisdiction: MGMT

Hours of work:40 hours weekly

Learn more about Working at EPCOR

Follow us on LinkedIn, X, Glassdoor or Facebook

LI-TA1

Please note the following information:

- A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
- If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
- A technical/practical assessment may be administered during the selection process and this exercise wil