Billing Supervisor

A vacancy exists for a Billing Supervisor to lead and strengthen our billing operations. In this role, you will supervise and develop a high-performing team while ensuring accurate, timely, and compliant billing across all cycles and scenarios. You’ll play a key role in overseeing audits and complex adjustments, leveraging analytics and KPIs to drive continuous improvement, and acting as a critical liaison between the business and IT on system and process changes. This is an opportunity to combine leadership, technical billing expertise, regulatory knowledge, and proactive problem-solving to support operational excellence and customer trust.

What You Will Do

- Team Supervision & Development

: Oversee daily operations of direct reports. Manage scheduling, performance, coaching, and workload distribution to ensure staff are equipped to support all billing and account-related activities.

- Billing Operations Oversight

: Ensure timely execution of all billing cycles, batch reviews, and bill presentment. Provide direction for recurring and event-driven billing processes, including rate class reviews, GA/ICI updates, Net Metering changes, and master data corrections.

- Audits, Adjustments & Case Management Supervision

: Support the review and resolution of consumption anomalies and missing or irregular data, adjustments, cancel/rebills, and other complex billing determinants. Ensure proper documentation, control adherence, and audit readiness.

- Analytics, KPIs & Proactive Controls

: Monitor billing accuracy, timeliness, unbilled revenue, consumption trends, paper/postage costs, and exception aging. Identify irregularities, complete root-cause validation, and aid in the implementation of preventative measures with UDS, Metering, Customer Service, and IT. Provide ongoing KPI reporting to support operational oversight and decision-making.

- Business–IT Liaison & System Change Management

: Assist with collaboration with IT regarding changes for billing-related system enhancements, including but not limited to configuration updates, rate implementations, and bill design changes. Lead requirement gathering, testing oversight, and user acceptance validation to ensure accurate translation of business rules into system functionality.

- Process Documentation & Training

: Maintain current billing procedures, job aids, and training materials. Review updates prepared by staff and ensure consistent application across the team.

- Regulatory Compliance

: Ensure adherence to Ontario Energy Board (OEB) billing and adjustment rules, MFIPPA/PIPEDA requirements, internal audit controls, and London Hydro policies and procedures. Maintain audit-ready documentation for all billing-related activities.

- Perform other duties related to the above job purpose.

What You Will Bring

We welcome applications from all candidates, including those whose knowledge, skills, and experience have been developed through alternative pathways from the requirements listed below. London Hydro, at its sole discretion, may deem a job applicant to meet the job requirements if they have sufficient skill, alternate education, and/or experience related to the role.

- Successful completion of a Community College diploma program requiring more than 2 years to obtain PLUS additional specialized training in a related area.

- Minimum five (5) years of progressive experience in utility Billing and/or Contact Centre operations, preferably in a regulated utility or public sector environment.

- Working knowledge of Ontario Energy Board (OEB) customer service rules, MFIPPA/PIPEDA, Ministry of Energy guidelines, and customer interaction compliance requirements.

- Familiarity with electricity rate structures and programs (e.g., Time-of-Use, Ultra-Low Overnight, Tiered pricing).

- Experience with SAP IS-U/S4HANA, Genesys Cloud (CAAS) is preferred.

- Demonstrated ability to lead, and mentor frontline staff, including experience in unionized environments.

- Strong communication skills with experience handling customer escalations and collaborating with cross-functional teams.

- High degree of confidentiality and discretion in handling sensitive customer and financial information.

- Strong analytical, organizational, and time management skills, with the ability to prioritize tasks in a high-volume environment.

- Proficient in Google Suite and Microsoft Office Suite (Excel, Word)

- Valid Driver’s License Class G.

Why Join Our Team

London Hydro has been recognized by Canada’s Top 100 Employers as one of the 2025 Southwestern Ontario’s Top Employers. This recognition is a testament to our unwavering commitment to excellence and our dedication to fostering an environment where every team member can thrive.

- Competitive Salary $98,342 to $122,928 per annum

- Comprehensive Benefits Package, Including OMERS Pension Plan

- Competitive Vacation days with credit for professional experience

- Maternity/Parental Leaves Top Ups

- Learning & Development Opportunities

- Recognition & Social Programs

- Wellness and Employee & Family Assistance Program

- On-site Cafeteria & Free Fitness Centre

- Corporate Cellphone

- Hybrid Work Arrangement (subject to change based on business needs)

- Positive, Collaborative and Safety-Focus Culture

Want to learn more about what makes London Hydro a great place to work? Watch our short video https://youtu.be/Pxw0_ZRnSKg, check our Strategic Plan 2025-2030 or visit our website at www.londonhydro.com.

Background Checks and Other Information

The successful candidate will be required to complete a Criminal Record and education check prior to the commencement of employment. While we appreciate all applications received, only those invited for an interview will be acknowledged. In accordance with Canadian immigration requirements, this advertisement is directed to applicants who are authorized to work in Canada.

London Hydro is committed to fostering a corporate culture and climate that values and supports a diverse, equitable and inclusive organization. London Hydro is an equal-opportunity employer. Accommodation is available under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment.

We recognize the importance of work-life balance. Currently, we offer a hybrid work arrangement (In-Office and Remote) in accordance with London Hydro policy. Please note remote work is not guaranteed in the future and is subject to change.