Description
WORK ILLUSTRATION:
Reporting to the Manager, Revenue Assurance & Compliance, the Supervisor, Accounts Receivable, is responsible for implementing and maintaining world-class customer care in the department, ensuring efforts lead to strong enterprise financial results (cash flow, AFDA balances, etc.) and high levels of customer satisfaction. The Supervisor will be responsible for overseeing the day-to-day activities of functional areas of the department, including billing, payment processing and collections, striving to maximize the billing of all kilowatt hours consumed and the collection of customer payments to optimize balance sheet outcomes and other enterprise financial targets. Additionally, the Supervisor is responsible for developing and maintaining performance and quality orientation among all employees through implementing quality improvement measures, including individual call monitoring, quality reviews, productivity assessment and coaching.
Reporting to the Manager, Revenue Assurance & Compliance, the Supervisor, Accounts Receivable, is responsible for implementing and maintaining world-class customer care in the department, ensuring efforts lead to strong enterprise financial results (cash flow, AFDA balances, etc.) and high levels of customer satisfaction. The Supervisor will be responsible for overseeing the day-to-day activities of functional areas of the department, including billing, payment processing and collections, striving to maximize the billing of all kilowatt hours consumed and the collection of customer payments to optimize balance sheet outcomes and other enterprise financial targets. Additionally, the Supervisor is responsible for developing and maintaining performance and quality orientation among all employees through implementing quality improvement measures, including individual call monitoring, quality reviews, productivity assessment and coaching.
The incumbent is expected to behave ethically and follow the established code of business conduct, policies and internal control procedures, laws and regulations governing Toronto Hydro.
Successful candidates must possess the following competencies and will be pre-screened for those bolded, prior to the interview portion of the selection process. Competencies are listed in order of significance.
KEY RESPONSIBILITIES:
- Supervises the day-to-day activities to ensure bills are issued in a legal and regulatory compliant manner, to maximize organization cash flow and minimize accounts receivable risks, taking action to mitigate and close audit gaps.
- Ensures bills are issued in a timely manner with a high level of accuracy, achieving internal financial targets, OEB service level targets, and customer satisfaction targets.
- Optimizes end to end meter to cash and billing processes, working cross divisionally and departmentally to address any gaps and identify and implement continuous improvement initiatives
- Prepares and reports on related financial accounting data, identifies financial trends, establishes and implements strategies, and takes action to address any variance to financial targets
- Drafts and maintains policies, procedures and processes to ensure accuracy and timeliness of bills and payment processing, to reduce arrears and write-offs, and ensures maximum collection of billed amounts are consistent within the organization's objectives
- Develops contingency plans to manage unexpected volume or manual work challenges, resulting from technology roadblocks, changes to regulatory standards, changes to business direction, or labour fluctuations.
- Coordinates the handling of billing, payment processing and collections related technology including the Customer Information System, system interfaces with vendor technology, Call Centre telephone needs, IVR, and other specialized software
- Identifies needs for system enhancements or defect modifications. Develops functional requirements, and is the business owner for technology projects
- Supervises, coaches, trains and motivates staff to ensure behaviour and skills are in line with the performance drivers for the business
- Manages external vendors, including budgeting and ongoing budget management, and develops agreements with external and internal partners on work plans and service level targets
- Designs and analyzes reports to gather financial and performance data. Uses individual data to improve agent performance, and financial and global data to analyze trends. Manages adherence to budget and develops recommendations based on the analysis, and implements or discusses with the Manager as needed
REQUIREMENTS:
- University degree. Major in Business or Finance, with a focus on accounting preferred
- Five (5) years of experience in a sophisticated customer service environment
- Three to Five (3 - 5) years project and/or supervisory experience; people leadership experience preferred
- Experience in billing, collections, payment processing
- CCP (formerly FCI)) designation preferred, or other relevant education, or related experience
- Solid analytical and negotiating skills
- Knowledge of electric utility industry or other regulated industry preferred
- Understanding of financial accounting related information, as it relates to collections and receivables
- Strong knowledge of commercial and residential credit and collection laws
- Ability to handle complex situations, and resolve difficult or non-routine issues
- Strong verbal and written communication skills
- Demonstrated experience in performance measurement and quality monitoring.
- Experience working with automated customer information systems
- Builds strong relationships: Strong Leadership skills which aid in aligning daily activities with corporate goals.
- Develops culture and people: Acts as a resource and coach in enabling individuals to reach their full potential.
- Drives results and accountability: Links long-range visions and concepts to daily work.
- Demonstrates customer focus: Models a customer focused approach in all decisions and actions.
Contact
Toronto Hydro Corporation
14 Carlton Street
Toronto
Ontario Canada
www.torontohydro.com
From the same organization
28 Nov, 2024
