À propos
We are looking for a dedicated individual to join our team as a Manager, Billing. This position plays a key role in providing leadership and strategic oversight of billing operations to ensure accurate, timely, and compliant billing for electricity and water services. This role is accountable for operational performance, regulatory compliance, billing system integrity, and continuous improvement initiatives that enhance efficiency, data quality, and customer experience.
This is an on-site position located at 1340 Brant Street, Burlington. Burlington Hydro offers eligible employees the flexibility to work remotely one (1) day per week as part of our Hybrid Work from Home Program. This job posting represents an existing vacancy.
What You Will Do
Lead and manage billing operations, ensuring accuracy, regulatory compliance, and service excellence
Oversee technical aspects of all system-related billing activity
Ensure timely data acquisition to facilitate prompt billing
Provide leadership, coaching, and development to billing team members, including performance management, workforce planning, and employee engagement
Develop and implement workforce scheduling strategies that optimize team capacity and enhance operational efficiency
Ensure billing processes align with Ministry of Energy and Mines (MEM), Independent Electricity System Operator (IESO), and Ontario Energy Board (OEB) requirements, regulatory directives, and company policies and procedures
Maintain billing system integrity through oversight of data validation, quality assurance processes, reporting and billing controls
Monitor billing schedules, meter reading coordination, and operational outputs to ensure service standards and deadlines are achieved
Resolve escalated customer inquiries and complex billing issues while supporting a high standard of customer service
Collaborate with internal stakeholders, including Customer Service, Metering, Finance, Regulatory, and IT, to support operational needs and cross-functional initiatives
Liaise with external partners, including vendors, municipal stakeholders, and retailers, to ensure effective service delivery and compliance with agreements
Identify and lead process improvements, system enhancements, and operational efficiencies to support continuous improvement and innovation
Develop and manage departmental budgets, forecasts, reporting, and vendor oversight responsibilities
Establish departmental goals and performance metrics aligned with organizational objectives and monitor key performance indicators
Provide strategic input on regulatory changes, system enhancements, and business initiatives impacting billing operations
Promote a safe and inclusive work environment and ensure compliance with health and safety requirements
Participate in projects and initiatives that support organizational goals and enhance billing operations
All other duties as assigned
What We Are Looking For
Post-secondary diploma or degree in Business Administration, Finance, or a related field, or equivalent work experience
Minimum seven (7) years of leadership experience managing billing or customer operations, preferably within the utility or regulated industry
Experience in a unionized environment is considered an asset
Experience working with customer information systems (CIS) and billing platforms
What You'll Need to Be Successful
Strong understanding of utility billing processes, customer information systems (CIS), and data integrity within a regulated utility environment
Knowledge of applicable regulatory and legislative requirements, including OEB and MEM regulations, IESO market rules, privacy legislation (PIPEDA), and occupational health and safety legislation (OHSA)
Proficiency working with billing systems, databases, and reporting tools, including the ability to analyze data, create queries, and support operational decision-making
Advanced proficiency with Microsoft Office applications, particularly Excel, for reporting, analysis, and process tracking
Strong analytical and critical thinking skills with exceptional attention to detail and accuracy
Demonstrated leadership capability with experience leading change initiatives and driving operational improvements
Strong problem-solving skills with the ability to assess complex issues and implement practical and/or innovative solutions
Excellent written, verbal, and presentation skills, with the ability to communicate technical information clearly and concisely to diverse audiences
Strong organizational and time management skills with the ability to plan, prioritize, and execute multiple projects and initiatives within established timelines
Commitment to continuous improvement, operational excellence, and delivering a high-quality customer experience
Compétences linguistiques
- English
Avis aux utilisateurs
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