Operations Analyst

Title: Operations Analyst

Vacancy Status: This posting is for an existing vacancy.

MUST HAVE requirements:

· You must be currently authorized to work in Canada.

· This is a Hybrid role. As such, you MUST live within a reasonable distance of the Greater Toronto Area to be considered.

If you do not meet the above requirements, please do not apply.

Salary Range: The expected annual salary for this role is $60,000–$85,000, reflecting the

skills and experience required for the position. In addition, position includes annual bonus plus health and dental benefits.

BUSINESS PROFILE:

We are a retail energy marketer who provides Natural Gas and Electricity to homes and businesses across Canada and the US. Established in 2006, we are Canadian-owned and head-quartered in Mississauga, Ontario. In addition to natural gas and electricity price protection programs, we also offer green programs designed to offset greenhouse gas emissions from homes in Canada and the US.

POSITION PURPOSE:

The Operations Analyst is responsible for taking a leading and experienced role for the various operational processes for Natural Gas and Electricity, within our North American markets. In addition, this role is responsible for transacting with the utilities in various markets, providing routine reporting and analysis to Operations Management, and taking an active role within the Operations Team in investigating and resolving any issues related to the overall customer lifecycle, on a regular basis. As part of the Operations Team, the Operations Analyst will contribute to corporate and departmental projects as required, or requested, and play an active role in contributing to the Operations department’s achievement of goals and metrics.

OVERALL ACCOUNTABILITIES:

CUSTOMER ACCOUNTS ADMINISTRATION:

• Perform the operational work for Natural Gas and Electricity, as well as any other products developed for relevant markets, including:

· Daily customer transactional submission activities including enrollments, price changes, cancellations, billing & settlement, and exception handling with the utilities.

· Effective management and analysis of all customer data, including confidential account information, meter data, and billing information.

· Taking a leading role with all data clean-up activities and working to maintain overall integrity of system data.

· Taking a leading role with addressing queries from other departments regarding various areas (i.e. account status updates, account issues, billing & settlement issues, transactional issues, etc.).

• Support the Team Lead and other Operations Analysts in performing, and adhering to administration processes related to customer contracts, in response to customer and/or utility requests.
• Support the Team Lead and other Operations Analysts in improving the efficiency of activities, while ensuring consistent application of policies, procedures, and processes between lines of business and geographic locations, within our markets.

REPORTING & ANALYSIS:

• Provide regular reporting to Operations Management on various areas (i.e. gross to net, attrition, renewal activity, etc.).
• Provide detailed analyses to Team Lead and Operations Management, based on operational reporting, to support business direction and provide insight into market trends, sales activity, seasonal fluctuations, etc. of the customer base on various markets the company operates within.

SYSTEM OPERATIONAL ACTIVITY:

• Participate with other members of the Operations Team in troubleshooting of technology issues in our various systems, working with IT and our external vendors.
• Participate with other members of the Operations Team in actively maintaining a high level of data integrity within all the databases and systems Operations oversees.
• Participate in the creation of requirements and specifications required for process improvements, system changes/upgrades, and operational changes.

COMMUNICATION:

• Maintain frequent communication with peers within all the teams within the Operations department.
• Maintain a strong relationship with both internal and external stakeholders:
• Key Internal Contacts: IT, Finance, Portfolio & Supply, Compliance
• Key External Contacts: Electricity and Natural Gas Utilities, EDI Service Providers, External IT Vendors

EDUCATION, EXPERIENCE, SKILLS AND CAPABILITIES:

• Undergraduate degree in Science, Engineering, Computer Science, Finance, Business or other relevant disciplines.
• 5+ years of high-volume transactional operations experience, ideally in the Retail Energy industry, or other regulated industry, such as Insurance, Banking, or Telecommunications.
• Experience with utility interactions, data exception handling, and data processing.
• Advanced to expert level proficiency in MS Excel, and other MS Suite programs (i.e. Word, PowerPoint, Teams, Outlook).
• Advanced level proficiency in utilizing Power BI and Power Query.
• Ability to communicate technical information to non-technical audiences.
• Ability to analyze large sets of data and provide recommendations to peers and management based on findings.
• Organized, detail-oriented, able to work well within time constraints, and high-level ability to multitask.
• Excellent communication and interpersonal skills.
• Ability to build, and maintain relationships with internal, and external stakeholders.
• Possess a commitment to achieving satisfaction for customers, with a demonstrated track record of consistently meeting, or exceeding the expectations, and requirements of internal, and external stakeholders.
• High level of integrity, confidentially, and accountability.

AI Use: Artificial intelligence may be used to help screen applications for the listed must-have qualifications. All applications are reviewed by human recruiters, and all hiring decisions are made by people.

Accessibility, Inclusion & Equal Opportunity: We are committed to fostering an inclusive and accessible environment. We welcome applications from individuals with disabilities, and accommodation is available upon request for candidates participating in all parts of the selection process. As an equal opportunity employer, we invite applications from all interested parties.

Qualified candidates please email resume to: penny@alpha-employment.com