Supervisor, Billing (Water) (Non-Union)

Are you a collaborative leader with a passion for operational excellence, customer service, and continuous improvement?   This role has primary responsibility for supporting Alectra's water billing operations for the Cities of Vaughan and Markham (80%), while also overseeing electricity billing operations across the organization (20%).   The Billing Supervisor plays a critical role in leading and supporting the Billing team to ensure the accurate and timely billing of more than one million electricity and water services, representing over $1B in annual revenue. This role is responsible for optimizing billing performance, supporting regulatory compliance, enhancing the customer experience, and fostering the development of the Billing team. The Billing Supervisor also provides leadership and guidance to the Senior Billing Clerk and Billing Clerk positions to support efficient, accurate, and customer-focused billing operations.   What you’ll do   Billing Operations & Regulatory Compliance Lead and oversee billing activities, including the collection, availability, validation, reliability, and security of electricity and water meter data to support accurate and timely billing. Ensure billing operations and the application of rates comply with Ontario Energy Board (OEB) requirements and applicable provincial legislation and regulations. Monitor key billing reports to ensure the accuracy, completeness, and timeliness of billing activities. Audit billing activities for quality assurance and collaborate with the team to investigate and resolve discrepancies. Oversee billing systems, statistical data collection, reporting, and third-party data sharing requests to maintain data integrity, privacy compliance, and operational effectiveness. Administer Service Level Agreements (SLAs), retailer contracts, and retail billing adjustments in accordance with regulatory requirements. Ensure compliance with legislative, regulatory, and Health & Safety policies, procedures, and standards. Customer Service & Stakeholder Management Provide exceptional customer service by resolving complex and escalated billing inquiries, meter reading issues, and customer concerns. Build and maintain effective working relationships with municipal stakeholders, retailers, and internal business partners to support operational requirements. Manage relationships with municipal stakeholders and retailers to ensure contractual and regulatory obligations are met. Leadership, Team Development & Continuous Improvement Plan, organize, and supervise the daily activities of the Billing team while addressing emerging operational issues. Provide leadership, coaching, and ongoing support to the Senior Billing Clerk and Billing Clerk positions to encourage development and high performance. Foster a collaborative, customer-focused, and accountable team environment. Contribute to departmental goals and objectives by providing operational insight and recommendations. Research, recommend, develop, test, and implement new processes and procedures to improve billing operations and support rate changes. Update and communicate departmental procedures to maintain regulatory and legislative compliance. Lead or participate in departmental projects and key initiatives to ensure successful completion within scope, timeline, and budget. Oversee User Acceptance Testing (UAT) for system enhancements and procedural changes, including documenting new processes. Research, recommend, and implement policy, process, and procedural improvements that enhance operational effectiveness and efficiency. Corporate Values and Conduct: Demonstrate professional conduct and align with Alectra’s core values of safety, teamwork, and customer focus. Other Duties: Perform additional tasks as assigned to support operational objectives   Who you are   Education & Technical Knowledge College diploma or university degree in Business Administration, Finance, or a related discipline, or an equivalent combination of education and experience. Knowledge of applicable regulatory and legislative requirements, including Ontario Energy Board (OEB), IESO Market Rules, PIPEDA, and the Occupational Health and Safety Act (OHSA). Understanding of utility billing functions, metering data, and billing systems.   Experience Minimum of five (5) years of experience managing complex billing processes, including technical, operational, and administrative functions. Experience resolving complex customer issues and working with challenging customer situations. Experience in a unionized utility environment is considered an asset. Experience using Oracle Customer Care & Billing (CC&B) is considered an asset. Experience with utility meter-to-cash processes, including customer service and metering, is considered an asset. Skills/Abilities/Competencies Proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint. Strong analytical and statistical skills, with the ability to interpret data and make informed recommendations. Demonstrated ability to lead change while engaging, developing, and motivating team members. Strong problem-solving skills with the ability to develop practical and innovative solutions to complex issues. Excellent customer service skills with a commitment to delivering positive outcomes for internal and external stakeholders. Strong written and verbal communication skills with the ability to communicate clearly and effectively. Excellent organizational skills with the ability to prioritize multiple projects and meet competing deadlines. Demonstrated ability to build collaborative relationships across diverse stakeholder groups. Valid Class G driver's licence maintained in good standing.   Compensation At Alectra, Compensation for non-union positions is determined within a defined salary range for each role. Placement within the salary range depends on several factors, including qualifications, relevant experience, and alignment with the role’s requirements. We consider internal equity and market competitiveness to ensure fairness and consistency across the organization. This position is eligible to receive an annual incentive payment based on a combination of individual and Company performance.   Where you will work Hybrid: This role is based in a hybrid environment, allowing for a mix of remote and in-office work to support team collaboration and business needs. Occasional travel to Alectra office locations is required to provide leadership and operational support.