What You Will Do:
The Supervisor, Credit & Collections is responsible for overseeing GrandBridge Energy’s credit and collections operations, including electricity and water billing accounts. This role ensures the timely and fair resolution of customer arrears in full compliance with regulatory requirements, while maintaining customer dignity. The Supervisor leads both field and office-based staff, monitors collection performance metrics, and fosters collaboration across departments to optimize financial recovery and enhance the customer experience.
This position also plays a key role in developing and implementing proactive strategies to minimize bad debt and support community outreach and low-income assistance programs such as LEAP and OESP.
Lead the Credit & Collections team, including Team Lead, Field Representatives and customer service staff, by fostering a respectful, accountable and results-driven environment aligned with GrandBridge Energy’s service standards.
Provide regular feedback, mentoring, and development opportunities to support employee growth and engagement.
Conduct performance reviews, identify training needs, and ensure staff are equipped to manage customer interactions with professionalism and compliance.
Supervise field collection activities, ensuring all customer interactions are safe, respectful, and compliant with utility regulations.
Collaborate with the Team Lead and Senior Customer Service Business Analyst to develop and refine processes that enhance collection management efficiency and effectiveness.
Oversee all daily collections activities, including payment arrangements, arrears follow-up, disconnection notices, and vacant account management.
Lead initiatives that streamline workflows, promote proactive collection management, and mitigate financial exposure.
Compile and provide regular reporting on KPIs, department metrics, and performance dashboards to highlight trends, compliance outcomes, and areas requiring attention.
Track and analyze collections performance metrics, including arrears aging, disconnection and reconnection volumes, recovery timelines, and write-offs, using insights to inform corrective actions and strategy refinement.
Ensures all collection activities comply with the OEB customer service rules, privacy legislation, and GrandBridge Energy’s internal policies and procedures.
Work closely with other departments to address customer-impacting issues and drive continuous improvement.
Partner with the Supervisor, Customer Service, and other internal teams to develop and execute cross-functional strategies that improve customer experience and collections effectiveness.
Support and promote community outreach initiatives and low-income assistance programs to assist customers in financial hardship.
What You Will Bring
A college diploma in Business Administration or equivalent professional experience of five (5) or more years in Ontario LDC Customer Service is required.
Comprehensive knowledge of Ontario’s electricity industry, including the Distribution System Code, Retail Settlement Code, Standard Supply Service Code, EBT Standards, and related billing practices.
Demonstrated experience in a rate-regulated industry with proven ability to interpret legislation, policies, and regulations.
Strong analytical, problem-solving, and decision-making skills.
Exceptional interpersonal, communication, and leadership abilities.
Proficiency in Microsoft Office Suite; experience with Harris NorthStar CIS is considered an asset.
GrandBridge Corporation
39 Glebe Street, P. O. Box 1060
Cambridge, Ontario N1R 5X6
Check us out at https://grandbridgeenergy.com/; https://netoptiks.com/; https://enersure.com
Kindly note, we do not entertain unsolicited referrals or resumes from third-party agencies or recruiters for our job postings.
We appreciate the opportunity to review all resumes, however due to volume, only those under consideration will be contacted. 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.
GrandBridge Corporation is an Equal Opportunity Employer and is AODA compliant.
