Credit, Collection Administration & Performance Manager

Essential Duties/Responsibilities

:

1. Credit, Risk & Policy Performance

· Own performance outcomes across credit risk, AR, dunning, and bad-debt strategy

· Supervise credit analysts, risk analysts, and policy execution resources

· Monitor portfolio risk, exposure, delinquency trends, and policy effectiveness

· Ensure credit and collections policies are consistently applied, documented, and optimized

· Identify emerging risk trends and escalate concerns proactively

2. Exception Management & Revenue Protection

· Govern disconnect / de-energize exceptions and uncollected revenue exceptions

· Ensure all exception decisions are data-driven, policy-aligned, and properly documented

· Identify root causes of revenue leakage (e.g., exceptions, process gaps, system issues)

· Recommend and track corrective actions to reduce revenue loss

· Maintain strong controls and escalation paths for high-risk or material exceptions

3. Performance Management & Analytics

· Lead performance reporting across AR, risk, dunning, and bad debt

· Analyze variances, trends, and drivers impacting recovery, exposure, and write-offs

· Translate insights into actionable recommendations for strategy or policy changes

· Partner with Analytics to improve forecasting, segmentation, and decision support

· Support WBR / MBR / QBR performance discussions with accurate insights

Other Accountabilities

· Coordinate with Active and Inactive Collections to support strategy execution and lifecycle alignment

· Support regulatory compliance, audits, and governance requirements

· Provide portfolio insights and analysis to Finance, Legal, Operations, and Leadership

· Contribute to continuous improvement initiatives across Credit and Collections

· Support change initiatives related to policy updates, system enhancements, or process improvements

People & Leadership Responsibilities

· Provide day-to-day supervision, coaching, and performance management for assigned analysts

· Set clear expectations, priorities, and deliverables for the team

· Support skill development and cross-functional collaboration

Working Conditions:

· Hybrid fast-paced office environment with a high-volume workload.

· Some overtime is required as special projects arise.

· Travel (minimal).

Minimum Requirements:

· 5–8+ years of experience in Credit, Collections, Risk, AR, or Financial Operations

· Prior experience supervising or leading analysts or specialists

· Strong understanding of credit risk, dunning processes, and bad-debt management

· Experience working with performance metrics, dashboards, and financial analysis

· Knowledge of Canadian regulatory requirements (U.S. exposure an asset)

Preferred Qualifications:

· Knowledge of the utility industry.

· Knowledge of the energy market.

· Working knowledge of SAP CCS/FICA system.

· Advanced Excel Skills.

Additional Knowledge, Skills, and Abilities:

· Strong analytical and problem-solving skills

· Ability to translate data into clear insights and recommendations

· Attention to detail with a strong governance and control mindset

· Effective stakeholder communication and collaboration

· Ability to balance policy discipline with operational realities

· Ability to work effectively in a team-oriented environment.

· Demonstrated self-starter who can operate and perform assigned tasks with minimal supervision or direction.

· Ability to use fundamental math daily (add, subtract, multiply, divide, and calculate percentages).

· Able to not just produce data, but to analyze trends and make recommendations.

· Excellent written and oral business communication skills.

· Proficient with standard office workstation technology, including the Microsoft Office suite of software tools.

Physical Requirements:

· Lifting as appropriate to perform duties and responsibilities.