Operations Analyst (Temporary) - Jobs in Markham, ON

Job Description

Markham, ON, Canada Req #1290June 10, 2021Position: Operations AnalystStatus: Full Time, Temporary (6 months)Reports to: Manager of Back-Office OperationsLocation: 7400 Birchmount Rd, Markham, ONPosition Summary:This position is responsible for executing tasks that will support various internal and external Operations groups. The successful candidate’s primary responsibilities will include: conducting various functions such as processing transactions, files and batches related to payments, billing and rate management as well as researching and resolving exceptions and escalations in these key areas.The Operations Analyst will also play a key role in contributing towards Enercare's success by meeting business objectives, improving the performance of internal operation, ensuring customer satisfaction and continuous improvement of operating practices and procedures to reduce risk and increase operational effectiveness.Accountabilities:

• Prepare, validate and execute Batch processing files, Payment and Rate Change processes
• File Transfer Management between internal and external vendors
• Resolve exceptions and escalations by identifying root cause, implementing solutions and fixing customer accounts
• Interact with customers to resolve escalations over multiple channels
• Liaison for key vendors to enforce service level agreements while establishing partnerships
• Conduct account research, resolution and support for Billing, Payment & Collections, which includes research in various systems and requests from various functions across the organization
• Prepare and ensure completion of monthly Billing and Payment processing for Residential and Commercial Customers
• Create and maintain reports and reporting functions on a regular basis
• Periodic letter mailing supporting various internal and external groups; Prepare, validate and execute any bill messaging or inserts required in regular or emergency situations
• Demonstrates a commitment to process improvement while providing recommendations and driving change
• Foster and develop the capability to be a ‘Super User’ for internal systems while cultivating a position as a Subject Matter Expert within various Enercare systems
• Maintaining documentation of internal processes to ensure processes are up to date
• Supporting other departments to achieve production service levels and any on-going project objectives
• Lead and participate in projects as assigned
• Any other duties required to maintain service levels

Qualifications:

• BBA or equivalent post-secondary education
• Self-starter with strong interpersonal and conflict resolution skills
• Excellent written and oral communications skills
• Ability to quickly form relationships and interact effectively in a complex environment
• Strong desire to understand operations and root causes of issues
• Strong ability to multi task and work under tight timelines
• Strong organizational and time-management skills
• Ability to understand financial impacts and back-end banking environments
• Ability to prioritize deliverables and work with various people in all levels, including customers, to achieve personal and team objectives
• Flexibility to adapt to changing and competing priorities
• Extensive experience handling multiple billing systems and exceptions management
• Minimum five years of experience in a combination of operational environment, process improvement, financial analysis or other roles that focus on root cause analysis, development and implementation of controls and procedures
• Ability and consistent exercise of understanding and appreciation of the “Big Picture” while executing change for projects and tasks in line with Enercare’s Strategic Initiatives and Objectives
• Experience executing internal billing processes is an asset
• Experience working with external bill print providers is an asset
• Superior working knowledge of Microsoft Office Applications such as Word, Visio, Excel and Access(or similar Office programs) is mandatory
• Working knowledge of SQL applications such as SQL Server and TOAD is an asset.

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