Manager - Collections Vendor Management

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.

Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Role: Manager - Collections Vendor Management

Status: Full-time, Regular

Division: EHS

Location: Birchmount (Markham)

As the liaison between Enercare and a 3rd party vendor, you will own the vendor relationship and your primary objectives will be to maximize Revenue, Quality, and Customer Experience, critical to the success of Collections function. You will work cross functionally with internal business units including but not limited to, Contact Centre, Sales, Billing and Payment Operations, Back Office Operations, Escalation teams and Executive Leadership. This role will require deep collections knowledge and background, revenue assurance, quality/training improvement skills and organizational agility in the fast-paced Contact Centre environment. You will be an instrumental member of the operations team, which is dedicated to delivering excellence to our Enercare customers and driving cash collections in timely manner.

Role Responsibilities:

- Responsible for managing relationships with one or more vendor locations, including developing new relationships, implementing collections strategies, operational processes, training and day to day vendor interactions, and handling or directing escalations.

- Manage vendor to achieve/exceed performance targets and efficiencies

- Responsible for reporting and analyzing daily, weekly and monthly collections vendor results, utilizing tools such as Scorecards as well as internal reporting to act as a champion to proactively identify and address areas of opportunity that support business objectives to drive a positive customer sales experience

- Manage strategic relationships internally with entities including, Contact Centre Operations, Sales, Marketing, Sales Support, Project Management, Analytics, and Quality

- Think critically and make data driven decisions on how to maximize our Revenue by overseeing and monitoring collections efforts, customer interaction, payment trends and dispute management.

- Coordinate and allocate tasks and resources to ensure general operations run smoothly with vendors and sub-departments within Enercare

- Frequent travel (Domestic and Internationally) to onsite vendor locations for monthly, quarterly, and yearly business reviews.

- Perform other related duties and participate in projects and initiatives as required

- As one the leaders of current vendor management team, continually identify and drive improvements in related to revenue assurance, agent processes and quality.

- Work closely with internal Credit and Billing and Payment operations teams to collaborate on key business objectives, drive operational efficiency and excellence in customer experience

Requirements:

- Bachelor’s degree or equivalent work experience required.

- Related work experience collection and debt management and vendor management

- Ability to communicate effectively with a wide range of personalities, from front line agents to senior executive personnel, internally and at our vendors and partners.

- Ability to analyze revenue and transaction exception reporting to triage and identify opportunities for enhancement and create corrective or enhancement action plan

- Excellent communications skills with ability to build and maintain effective working relationships

- Detail oriented with strong follow through with the ability to organize and prioritize multiple projects

- Structured thinker with strong attention to detail

- Highly organized with focus on execution, problem solving, and improving processes

- Works well under pressure and easily adapts to changes in priorities

- Can work with limited supervision and is self-motivated and proven ability to take person responsibility and accountability

- Ability to think critically and adapt quickly in a flexible environment

- Ability to travel as needed to successfully perform position responsibilities

- Ability to maintain confidentiality of information handled

- Ability to be flexible with schedule and work under high pressure in a complex environment

- Strong computer skills, with an emphasis on Microsoft Word, Excel, and PowerPoint

- Experience with business transformation projects and asset

Enercare 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.