Team Leader Enrollments and Transaction Management

The Enrollments and Transaction Management Team Lead is an important member of the management team and oversees the day-to-day duties of enrollments and transaction management operations. The successful candidate will need to balance working closely with management while leading several direct reports to ensure required key performance indicators (KPI) are achieved. The Team Lead will be responsible for providing inspired leadership to team members, which includes closely monitoring and coaching on any enrollment and transaction management issues, engagement and development of their skills. The Enrollments and Transaction Management Team Lead will be overseeing operational systems, processes and infrastructure while looking for opportunities for improvement or revision. Enrollments and Transaction Management Team Lead will review metrics reports daily, weekly, monthly, quarterly, and annually to ensure KPI’s are met and will manage day-to-day business of the department. This role will be responsible for interpreting and reporting on all enrollment and transaction management related areas of operations and for assisting management on new initiatives, training and to create an environment for success and deliver exceptional results.

Responsibilities:

• Ensure enrollments and EDI transactions are processed timely and accurately for residential and commercial customers.
• Provide daily oversight and support direct reports related to day-to-day operations, working exceptions, escalations.
• Collaborate with Customer Service, Acquisition, Renewal and Retention, Sales Operations, Regulatory, Compliance and other teams to identify gaps within the enrollment process and continuous process improvement.
• Work with the utilities and EDI providers to support activities such as historical usage requests, utility system upgrades, and act as liaison for the business.
• Monitor complaints/issues, to ensure timely compliance and perform root cause analysis that reduces avoidable errors across the organization.
• Build utility relationships and participate in industry EDI or market forums including utility workshops.
• Lead or participate in projects such as technology upgrades and business process improvement initiatives.
• Review metrics on a recurring basis to monitor and apply corrective measures in order to operate within targets set by leadership.
• Provide insights on reporting and analytics by partnering with leaders to determine business needs and be able to provide consistent and timely information proactively and as the need arises.
• Identify opportunities within the team and across Operations to optimize, enhance or improve.
• Craft and maintain enrollments and transaction management related policy and procedure, process documentation and facilitate training.
• Complete audit tasks as requested by internal and external auditors.
• Complete or facilitate completion of Regulatory and Utility reporting.
• Oversee direct reports to provide direction of day-to-day activities towards accomplishing the department’s strategic plan including, but not limited to, employee coaching, development, administering performance improvement plans and performance evaluations.
• Coordinate different teams to foster exchange of ideas and provide cross-team learning opportunities.
• Inspire and motivate employees to perform at their best through effective leadership, excellent work ethic, clear communication and coaching as well as a positive attitude.
• Good decision-making skills and response to high-pressure situations.
  

Requirements:

• High attention to detail with ability to solve problems quickly while adhering to tight deadlines required.
• Advanced soft skills with the ability to discuss complex and difficult issues to all levels in the organization verbally and in writing.
• Excellent time management and organizational skills to complete tasks and coordinate project activities.
• Proven ability to thrive in a fast growing and fast paced environment while consistently delivering accuracy while meeting deliverable deadlines.
• A strong coach and proven ability to develop and lead high performing teams.
• Strong ability to manage confidential information as required.

Years of Experience:

• Minimum 3 years of experience in operations or equivalent field.
• Minimum 2 years team lead/supervisory experience with direct reports is preferred.
• Minimum 2 years of experience of retail gas and/or electric industry experience is preferred.
• Enrollment and Transaction Management experience is preferred.

Education:

• Grade 12 diploma or GED is required.
• Post-secondary degree/diploma is preferred.

Technology Requirements:

• Proficient in MS Office (Word, Excel, Visio, PowerPoint, Teams, OneNote etc.).
• Salesforce and GBASS experience preferred.

• Advanced knowledge of Microsoft Excel - pivot tables, VLOOKUP, macros, etc.

Compensation: $57,860 - $78,110 CAD Annual. *This range reflects base pay only. This role is also eligible for an annual incentive plan based on company & personal performance. Please note the compensation is listed in compliance with Ontario law and is specific to CA. It does not apply to similar roles based in the United States.

Disclosures:

Just Energy is committed to fostering an inclusive and accessible work environment. We value diversity and do not discriminate on the bases of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, or any other grounds protected by the Ontario Human Rights Code.

This posting is for an existing vacancy. Just Energy does not use Artificial Intelligence to screen, assess, or select applicants for this position.