Hybrid Collections Team Lead – Utilities

Hydro Ottawa; Ottawa; Hybrid; CAD 75,000 - 112,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Hydro Ottawa is seeking a Supervisor of Collections to lead a team focused on timely collection of unpaid accounts and minimizing bad debts. You will manage staffing, coaching, and performance while ensuring regulatory and corporate standards are met.

The role requires strong communication, empathy in difficult conversations, and experience in collections within a utility or similar industry. Hybrid work is available; Ottawa, ON location.

Qualifications

• Post secondary education in Business Administration, accounting, or related discipline.
• 5+ years leadership experience in a fast-paced, computerized office environment.
• Experience handling difficult customer conversations with professionalism and empathy.
• Collections experience is required; utility industry experience is a plus.
• Strong computer skills with Google Workspace and Microsoft Office Suite.

Responsibilities

• Lead HR functions: staff development, recruitment, performance management, and collective agreement administration.
• Maintain coverage for outbound collection calls to meet group needs.
• Oversee overdue accounts and deposits, ensuring proper action and retention.
• Coordinate transfers of accounts to external collection agencies as needed.
• Set and uphold customer service standards for collections activities.
• Ensure resources align with budget while balancing cost and bad debts.
• Compile and report daily/monthly collection statistics.
• Assist agents with difficult customer requests and de-escalate when needed.
• Research and propose program/process improvements to boost productivity.
• Collaborate with other departments to ensure consistent collections processes.
• Ensure compliance with Ontario electricity sector regulations.

Skills

Leadership

Customer service

Communication

Conflict resolution

Team coaching

Education

Business Administration / Accounting

5+ years leadership experience

Tools

Google Workspace

Microsoft Office

Job description

Hydro Ottawa is seeking a Supervisor of Collections to lead a team focused on timely collection of unpaid accounts and minimizing bad debts. You will manage staffing, coaching, and performance while ensuring regulatory and corporate standards are met.

The role requires strong communication, empathy in difficult conversations, and experience in collections within a utility or similar industry. Hybrid work is available; Ottawa, ON location.