Job Description

WORK ILLUSTRATION:The Manager, Accounts Receivable Operations is responsible for implementing and maintaining world-class service in the Revenue Assurance and Compliance department which bills and collects in excess of $3 billion annually, guaranteeing efforts lead to strong enterprise financial results (revenue, cash flow, AFDA balances, etc.) and high levels of customer satisfaction. The incumbent will be responsible for overseeing the day-to-day activities of a functional area of the department, payment processing, maximizing all electricity and non-electricity billing remittance of customer payments to optimize balance sheet outcomes and other enterprise financial targets. Additionally, s/he is responsible for developing and maintaining a performance and quality orientation among all employees and third-party services vendors through implementing quality improvement and performance 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.KEY RESPONSIBILITIES:

• Leads and supervises a team of front line employees in one of the revenue and accounts receivable functional areas, and their internal and external resources (approximately 10 internal and up to 25 external)
• Supervises payment processing system which issues 9 million bills annually
• Manage accounts that are past due by implementing sustainable payment solutions which could include handling sensitive or complex inquiries to encourage payment, monitor high risk accounts, negotiate payment arrangements, administer low income programs, perform collections and severance activities, manage security deposits, manage collection agencies and manage bankruptcies and write-offs.
• Manages third-party vendors with budget up to $5M, including day-to-day issues resolution
• Acts as lead or subject matter expert for projects related to changes/improvements to highly complex customer information and billing systems and processes
• Authorizes bill adjustments and refunds up to $20,000
• Manages and improves controls that mitigate risk for up to 5% of the Internal Audit Corporate Risk Universe

REQUIREMENTS:

• University degree. Preferably Commerce, Business, Finance or Accounting
• Five (5) to seven (7) years professional level experience in a customer service environment with specific expertise in at least one area: billing, collections, payment processing
• Three (3) to five (5) years project and/or supervisory experience would be preferred
• Experience in the commercial, residential billing, credit and/or collection laws space (preferred)
• Knowledge of electric utility industry or other regulated industry (preferred)
• Experience with customer system technology solution design and implementation (preferred)
• Understanding of financial accounting related information as it relates to Billing/Collections/Receivables
• Knowledge of commercial and residential credit and collection laws
• Experience working with automated customer information systems
• Ability to handle complex situations, and resolve difficult or non-routine issues
• Demonstrated experience in performance measurement and quality monitoring.
• Highly analytical with strong influence and negotiating skills and solid business judgement
• Strong vendor management skills
• Stakeholder and engagement skills
• Process optimization and project management skills (requirements gathering, solution design and implementation)
• Strong verbal and written communication skills
• Financial and business acumen

Toronto Hydro has introduced a Hybrid Work Arrangement. This position allows for remote work up to three days per week, based on business needs. Employees will be required to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person. You are expected to live in Ontario and within reasonable commuting distance of the office.

Toronto Hydro