Job Description
Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings.We are a company that believes strongly in the health, safety and wellness of our people. Enercare is a place where careers are made. We take pride in caring for and continually striving to make a positive impact in the communities we operate in. In our values and our ambitions, we embrace change, and support our team members along the way.Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future. Enercare Inc. Is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity.Summary:As Director, Revenue Assurance you will be accountable for the execution of all collection activities for the Home and Commercial Services business, and enforcement the corporate credit policy to achieve all collection and recovery financial goals. supporting business process changes that will enable a best-in-class collection function. You will utilize your industry expertise, knowledge of sound business practices, and proven management experience to support the implementation of cross-functional processes that will enable a best-in-class credit & collection function. The Director is a thought-leader, dynamic and team-oriented individual that thrives in a fast-paced environment. This is a great opportunity for an ambitious, self-motivated professional looking to join a growing organization positioned to be the premier provider of essential home, commercial services and solutions in Canada.Accountabilities:This individual is responsible for strategically designing, operating, and improving scalable and repeatable processes, people and technology that ensure the company has disciplined approval of customer credit and timely collection of accounts receivableCreates a collections vision, with a focus on key business drivers and opportunities for short- and long-term improvement. This includes developing, documenting, and maintaining strategies to mitigate and reduce delinquency and credit loss levelsFocus on continuous improvement of policies, procedures, KPIs, reporting and automation opportunities for processes impacting credit and collectionsResponsible to ensure the collections function delivers excellent customer service that optimizes the customer experience and drives customer retention while driving efficiency and maximizing recoveryResponsible to develop credit frameworks and administer policies related to the extension of credit that will improve cash flow and reduce accounts receivable. This includes communication of the company credit strategy and risk framework to internal and external stakeholdersOversees the processes to establish, contract, manage and audit all third-party collection relationships to maximize their efficiency and cost effectivenessAnalyzes/reviews key metrics and results of the credit and collections function and keeps leaders apprised of significant trends or developments on an ongoing basis while proposing with creative ideas that will increase performance and efficiencyPartner closely with cross-functional teams including Sales, Finance, Legal and various business owners to ensure all customer issues related to collection activities are managed and addressedResponsible for oversight and management of day-to-day operations of credit and collection departmentProvide leadership, set department goals and provide guidance to the managers, supervisors and staff to successfully achieve these goalsManage bad debt expense forecasting and departmental budgeting and monthly expense trackingProvide thought leadership and project support for best-in-class credit decisions, AR account management and customer experience; drive thought leadership in the area of AR collections and credit automation tools to streamline back-office processes and improve customer serviceHiring, coaching, developing, and training team members; cultivating talent, communicating performance level expectations; providing constructive feedback and establishing an accountability rhythm to ensure goals of individual team members and the team meet or exceed expectationsQualifications:Self-motivated, ability to identify solutions, create a vision and move towards that vision with minimal guidanceDegree in Finance, Accounting, Business or equivalent experienceVendor management experience in BPO collection services and 3rd party collection agency managementTeam-building and Cultural Change Management – ability to understand different stakeholder perspectives to draw the very best out of a team, including cultivating an expectation of service excellence while achieving strong operational/financial outcomesAbility to apply sound logic to independently come to decisions using the available informationAbility to communicate effectively (written, oral), succinctly and transparently moving between tactical, detailed explanations and executive level communicationsOrganized and systematic in approach to executing tasksActs ethically and demonstrates conduct conforming to a set of values and accepted standardsHigh attention to detail and performs work accurately and thoroughlyStrong analytical background and demonstrates the ability to apply reason to solve a problemTakes ownership and accountability for the performance of themselves and of the teamProficient with collection operation and workflow management toolsStrong Microsoft Excel, Word, PowerPoint and Outlook skills10+ years of experience in collection, credit and risk management or equivalent in B2C/B2B space preferably in recurring revenue business modelEnercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.