Full Job Description
Job Summary:
The Credit, Collection Administration & Performance Manager is responsible for overseeing credit risk performance, AR health, dunning effectiveness, execution of the bad-debt strategy, and exception governance across the customer lifecycle. This role acts as a control and performance hub, ensuring policies are consistently applied, revenue leakage is identified and addressed, and decision-making is supported by accurate analytics and reporting.
The role reports to the Senior Manager, Collections, and supervises analysts and specialists across credit, risk, dunning, and exception management, and partners closely with Active and Inactive Collections, Analytics, Finance, Legal, and Operations.
Essential Duties/Responsibilities:
1. Credit, Risk & Policy Performance
• Own performance outcomes across credit risk, AR, dunning, and bad-debt strategy
• Supervise credit analysts, risk analysts, and policy execution resources
• Monitor portfolio risk, exposure, delinquency trends, and policy effectiveness
• Ensure credit and collections policies are consistently applied, documented, and optimized
• Identify emerging risk trends and escalate concerns proactively
2. Exception Management & Revenue Protection
• Govern disconnect / de-energize exceptions and uncollected revenue exceptions
• Ensure all exception decisions are data-driven, policy-aligned, and properly documented
• Identify root causes of revenue leakage (e.g., exceptions, process gaps, system issues)
• Recommend and track corrective actions to reduce revenue loss
• Maintain strong controls and escalation paths for high-risk or material exceptions
3. Performance Management & Analytics
• Lead performance reporting across AR, risk, dunning, and bad debt
• Analyze variances, trends, and drivers impacting recovery, exposure, and write-offs
• Translate insights into actionable recommendations for strategy or policy changes
• Partner with Analytics to improve forecasting, segmentation, and decision support
• Support WBR / MBR / QBR performance discussions with accurate insights
Other Accountabilities
• Coordinate with Active and Inactive Collections to support strategy execution and lifecycle alignment
• Support regulatory compliance, audits, and governance requirements
• Provide portfolio insights and analysis to Finance, Legal, Operations, and Leadership
• Contribute to continuous improvement initiatives across Credit and Collections
• Support change initiatives related to policy updates, system enhancements, or process improvements
People & Leadership Responsibilities
• Provide day-to-day supervision, coaching, and performance management for assigned analysts
• Set clear expectations, priorities, and deliverables for the team
• Support skill development and cross-functional collaboration
Working Conditions:
• Hybrid fast-paced office environment with a high-volume workload.
• Some overtime is required as special projects arise.
• Travel (minimal).
Minimum Requirements:
• 5-8+ years of experience in Credit, Collections, Risk, AR, or Financial Operations
• Prior experience supervising or leading analysts or specialists
• Strong understanding of credit risk, dunning processes, and bad-debt management
• Experience working with performance metrics, dashboards, and financial analysis
• Knowledge of Canadian regulatory requirements (U.S. exposure an asset)
Preferred Qualifications:
• Knowledge of the utility industry.
• Knowledge of the energy market.
• Working knowledge of SAP CCS/FICA system.
• Advanced Excel Skills.
Additional Knowledge, Skills, and Abilities:
• Strong analytical and problem-solving skills
• Ability to translate data into clear insights and recommendations
• Attention to detail with a strong governance and control mindset
• Effective stakeholder communication and collaboration
• Ability to balance policy discipline with operational realities
• Ability to work effectively in a team-oriented environment.
• Demonstrated self-starter who can operate and perform assigned tasks with minimal supervision or direction.
• Ability to use fundamental math daily (add, subtract, multiply, divide, and calculate percentages).
• Able to not just produce data, but to analyze trends and make recommendations.
• Excellent written and oral business communication skills.
• Proficient with standard office workstation technology, including the Microsoft Office suite of software tools.
Physical Requirements:
• Lifting as appropriate to perform duties and responsibilities.
DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to [redacted] if you have any questions.
