Alberta Back Office Manager, Direct Energy
Centrica
Calgary
2d ago

This position will drive business value by identifying and implementing process improvements in the company’s billing system, and by driving change in the end-to-end Revenue Cycle Management process.

The Senior Billing Manager will apply analytical and critical thinking to generate innovative and practical solutions that improve efficiency and financial results.

This position will be able to function as the Subject Matter Expert (SME) for billing operations and will serve as the liaison and point of contact between teams and departments, vendor and outside entities to ensure the initiatives and requirements are being met.

This role will also responsible for managing performance expectations, regulatory compliance, adherence to business policy and procedures as well as supporting programs and services associated with the customer billing process.

In this role you will be expected to perform billing and / or service functions, executing tasks and responsibilities while building and maintaining positive relationships with various agencies supporting a variety of lines of business.

Accountabilities :

  • Identify impacts of regulatory changes for both regulated and deregulated business units
  • Investigate and report issues to internal and external stakeholders any issues where DE maybe offside based on market rules and compliance standards, provide direction on remediation on any items that conflict with DE policy
  • Review and validate back office metrics
  • Evaluate risk with any changes being considered for back office policy and system changes
  • Review cases for resolution accuracy and categorization
  • Determine needed tools and process adaptations to reduce escalations and increase ease and efficiency
  • Assess workflows and systems and changes and their effect on business and continuity. Review business proposals tactfully and provide guidance and insight from a broader perspective with all operations considered instilling preservation of quality standards while driving and supporting growth
  • Review financial data and operating costs and ensure trends are in the interest of the business and that steps are taken to continuously stimulate profitability
  • Make decisions for the department that are based on knowledge of critical and complex usage and billing processes that impact the operations and our customers
  • Communicate and collaborate with internal departments including commercial, IT, finance, legal and compliance to provide timely and effective resolution to any billing challenges, issues or errors;
  • effectively communicate findings to the appropriate parties; take initiative and follow-through as the liaison with other internal departments as necessary

  • Build communications and relationships with key industry figures, vendor and internal teams
  • Effectively navigate multiple systems and applications to research, analyse and resolve customer inquiries
  • Serve as subject matter expert for other areas of the company as well as within the department; accountability for deliverables of a third party or vendor;
  • manages multiple functions requiring unique sets of knowledge including customer issue investigations, sales product development, pricing, credit and portfolio risk matters

  • Responsible for identifying and managing all controls and processes for billing and revenue collection. Including ensuring customer bills are generated accurately and on-time, collections, remittance, revenue controls, and associated policies and procedure are in place and adhered to
  • Build and maintain a safety conscious work environment by leading and influencing others to follow safe work practices
  • Competencies :

  • Strong time management skills - Ability to prioritize multiple tasks or projects while meeting deadlines and ability to handle multiple priorities within strict time constraints
  • Possess project management, change management and analytical skills necessary to develop and implement appropriate changes
  • Communicate and deliver process and system changes and improvements.
  • Third party vendor Management
  • Demonstrated leadership skills with demonstrated commitment to team and departmental goals
  • Excellent problem-solving skills with results-oriented focus and ability to identify and implement creative and innovative solutions
  • Knowledge and understanding of regulatory and compliance mandates, such as, Sarbanes-Oxley (SOX) and / or data privacy policies
  • Possesses the ability to work independently to complete assignments in a timely manner
  • Ability to make informed decisions, achieving the appropriate results
  • Solid understanding of retail energy operations and controls, best practices, and regulatory compliance standards for small and large customers
  • Expertise in retail energy products, markets, contracts, and processes
  • Excellent problem-solving skills with results-oriented focus and ability to identify and implement creative and innovative solutions
  • Strong business acumen to make key customer decisions and understand business, financial and organizational implications of changes in the internal and external environment (e.
  • g., regulatory changes, customer service enhancements, etc) along with strong management and communications skills

  • Excellent interpersonal skills to lead and work with several internal and external constituents (e.g., corporate tax, operations, accounting, Sales / Marketing, credit, regulatory agencies, billing provider, other partners, etc.).
  • Hands-on attitude with strong focus on detail
  • Experience :

  • Bachelor’s degree in Business, Finance, Business Analytics or equivalent
  • Minimum of seven (7) years of experience in Customer Care and Billing processes and applications and solid understanding of retail energy operations and controls, best practices, and regulatory compliance standards for small and large customers
  • Third party vendor Management
  • SAP and / or Banking experience
  • Extensive knowledge of the Alberta Utilities Market in particular Rule 004, Rule 021, Rule 028, Rule 003 and Rule 032
  • Business Analysis certification
  • Certified Project Manager
  • Knowledge and understanding of regulatory and compliance mandates, such as, Sarbanes-Oxley (SOX) and / or data privacy policies
  • Apply
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