Enercare

Manager - Revenue Assurance

Markham, ON

Full-time, Fixed term contract

About This Job

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.

Role: Manager - Revenue Assurance

Status: Full-Time (12-Months Contract)

Reports to: Director – Billing Operations

Department: Billing Revenues and Vendor Management

Location: Markham, Ontario

Responsibilities:

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Oversee investigation and identify roots causes to data exchange issues and develop best possible mitigation and operation strategies.

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Responsible for analysis of billing and operational errors in in various systems in an accurate and timely fashion, including presentation at Monthly Business Review and ELT presentations of any initiatives.

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Work with team to develop both technical and conceptual business processes for various financial environments.

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Work with reporting and IT teams to generate operations, system exception and reconciliation reporting to ensure that billing and customer data related transactions are effectively and accurately flowing between systems.

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Oversee team that will assist the Payment Team as required with payment submissions, revenue assignments, and deposits.

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Oversee team of internal and external employees that operate all customer and billing operations for the Enercare Finance Plan portfolio.

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Drive efficiencies in the billing, agent and communication processes with our ECFP customers to create operational efficiencies and a better customer experience.

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Assist the credits and collections department with data operations and any revenue assurance related task that may help drive payment and recovery rates.

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Work alongside IT and customer operations teams to on workload management and status tracking tool, utilizing data inputs from multiple sources. This may include partnering to develop an implement RPA tools.

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Ensure reduction of error rates and maintain errors at appropriate levels as defined by annual KPI targets.

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Accountable for proactively communicating with team members and other business partners, including the Call Centre, Collections, Back-Office and Billing Operations on all revenue assurance and transactional related processes.

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Work with 3rd party vendor partners to resolve exceptions caused by transaction issues.

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Identify trends of issues causing errors and recommend changes to management to drive process improvement.

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End to end customer account journey analysis.

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Ensure creation of process documentation of all revenue assurance and ECFP tasks in accordance with best practices, working with training and change management team to ensure that information is captured in LMS.

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Undertake special projects, duties and assignments as required by leadership.

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Responsible for identifying, developing and implementing potential process, policy and procedure improvements including preventative and reactive revenue leakage and cost-saving opportunities

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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

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Work with Back-Office Operations and Customer Operations leaders to develop, plan, and execute key deliverables for the Revenue Assurance Team

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Responsible for employee recruitment, training needs analysis and delivery, and disciplinary actions

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Keeping abreast of new technology and practices through participation at Leadership Meetings, external resources, training, workshops, and conferences

Qualifications:

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Must have recent experience in dealing with CRM account issues related to contract or asset enrollments/installations, cancellations, or renewals including the identification and resolution of customer issues as well as billing management.

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Must have an advanced understanding of data analytics and/or enterprise business analytics.

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5+ years of advanced experience in MS Excel, Word, PowerPoint, SharePoint, Salesforce, and MS Access.

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3+ years of experience in developing and generating reporting solutions in MS Excel (record macros, data manipulation, advanced formulas, pivot tables, data analysis, and visualization).

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2+ years experience managing a billing, revenue assurance or finance related team is required.

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Understanding how code and build solutions in the Visual Basic Application (VBA) programming language is an asset.

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Experience with creating SQL server queries and reports considered an asset.

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Experience in Microsoft Power BI and SAP considered an asset.

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Must be a self-starter with the ability to work independently under minimal supervision.

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Must be resourceful and can quickly learn our various business processes related to all our products and services.

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Must have ability to independently identify business and process opportunities and work within team and externally to drive solution.

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Ability to maintain focus and occasionally work in a fast-paced team environment.

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Ability to take lead of a process, including effectively delegating tasks to team.

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Must have leadership qualities and ability to work well with team.

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Must have strong organizational and time management skills.

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Post-Secondary education in Business, Finance, Computer Science, or any related field.

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

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