Supervisor, Analytical Billing and Quality Assurance

Supervisor, Analytical Billing and Quality Assurance

(1-year contract position)

Oakville Hydro, part of the OEC group of Companies, delivers reliable and safe electricity to more than 74,000 individuals, families and businesses in Oakville. The company maintains an active commitment to conservation, safety, and is strongly invested in the social and economic well-being of the Oakville community. Oakville Hydro is a two-time past recipient of the Local Distribution Company Performance Excellence Award from the Electricity Distributors Association and a Canada’s Safest Employers Silver Award recipient, recognizing the organization as an exceptional leader in the industry. 

At Oakville Hydro, we believe that our continued success as an industry leader is due to our innovative, customer focused, team-oriented employees who continually strive to exceed customer expectations and take pride in all areas of our businesses.  

Successful Oakville Hydro employees:

• Are Customer-centric – they understand and embrace the role of delivering exemplary service
• Lead – they lead by example through their actions and attitudes
• Innovate – they look for opportunities to improve, do things differently, and add value for our customers and business
• Commit to Excellence - in all that they do 

We promote a culture that is diverse, inclusive, innovative, and performance driven in an environment that is fun and exciting. Individuals who choose to be a part of our organization are offered:  

• Potential to lead innovative projects and initiatives
• Career path exploration and development opportunities
• Opportunities to get involved with teams and charitable events that support the community 

About the Role 

We are looking for a dynamic individual with exceptional customer service and technical skills. The Supervisor, Analytical Billing and Quality Assurance is accountable for overseeing all aspects of the billing department including programs and processes while providing an exceptional billing experience for customers. 

Duties include: 

• Be a Brand ambassador - enable, engage, encourage and exemplify the behaviours and attitudes of Lead, Innovate and Commit to Excellence
• Innovate – engage colleagues and find new ways to work and win
• Provide sound leadership and guidance to a team of billing professionals
• Deliver feedback and coaching as required, while identifying developmental opportunities with team members through innovative approaches that assist with learning
• Design and manage training programs for new and existing employees, with a focus on innovation and continuous improvement
• Develop, implement, monitor and audit quality assurance programs that ensure billing accuracy
• Effectively balance competing priorities, scheduling issues and deadlines
• Oversee the technical aspects of all system related to billing activity
• Champion the customer experience by professionally managing and responding to customer inquiries
• Ensure billing activities align with all business objectives and regulatory requirements
• Prepare and analyze statistical monthly, quarterly and annual reports and data to glean insights and information that enable evidence-based decision making
• Research, analyze and execute process and system enhancements
• Ensures timely data acquisition to facilitate prompt billing
• Design and implement work schedules that optimize the employees’ time and skills resulting in increased efficiencies within the department
• Assist with the preparation of, and management to the established annual budget
• Liaise with internal teams to ensure the integrity, security and accuracy of the Customer Information and Billing system
• Work in compliance with all health and safety and environmental legislation including, but not limited to, the Occupational Health and Safety Act and Regulations and Oakville Hydro’s Policies and Procedures
• Is accountable for, and actively promotes health and safety with employees; this includes but is not limited to ensuring employees receive necessary and appropriate safety training; conducting incident investigations; implementing corrective actions as required, and conduct safety meetings as necessary
• Other duties assigned by the Director, Customer Care 

Required Skills, Qualifications and Experience: 

• Post-secondary degree or diploma in Business Administration, Finance or related disciple and or equivalent work experience
• Minimum of 5 years supervisory experience in a billing department
• Experience within a utility environment is preferred
• Experience working within a quality control, and audit function
• Broad exposure to a business environment
• Working knowledge of customer information systems (i.e. NorthStar) 

Other Success Factors: 

• Is customer centric and displays an attitude of commitment and excellence with service delivery
• Stay a step ahead – make a priority to be in-tune with changes in technology and industry news
• Communicate – stay informed of company events, industry news and advancement in technologies
• Is a proven leader that has a passion of coaching and developing others
• Has strong planning, analytical and problem-solving skills with a clear focus on the delivery of excellent customer service
• Is able to influence and communicate effectively at all levels of the company
• Communicates in a compelling manner that motivates and empowers others
• Displays keen attention to detail and have the ability to prioritize accordingly in a demanding and fast-paced environment
• Is self-motivated, with the ability to work independently or as part of team
• Is collaborate and builds strong relationships throughout the company
• Embraces a culture of innovation and continuous improvement
• Is a fast learner who is able to adapt to an ever-changing environment
• Is agile, responsive, and displays a sense of urgency
• Exudes a passion for working on and explaining technical concepts in a simplified easy to understand manner to internal customers  

Please send your resume with the position title in the subject line to HR@oakvillehydro.com

Oakville Hydro is an Equal Opportunity Employer.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Oakville Hydro will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.

September 25, 2020