Supervisor, Collections (Temporary)

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

At Hydro Ottawa, we empower the lives of the people in the communities we serve. As the electricity distributor to the Nation’s Capital, our work powers the essential activities that make up our lives - at home, at work and at play. And as Ontario’s largest municipally-owned producer of green power, we are leading the way to a greener tomorrow. We are seeking a Supervisor, Collections, a change champion and innovative leader ready to embrace the opportunity to guide and mentor others, and enable them to do their best work. And in doing so, to leave a legacy. Are you ready to make a difference in our community?

JOB SUMMARY

Reporting to the Manager, Billing and Collections, the Supervisor, Collections is responsible for the day-to-day efficient and effective operation of a team for the timely collection of unpaid customer accounts, ensuring that bad debts are minimized for the corporation.

MAJOR RESPONSIBILITIES

Manage the human resources for the group including staff development and training, recruitment, selection, performance management and administration of the collective agreement, in conjunction with the group manager; provide individual and group coaching as required. Maintain sufficient telephone coverage for outbound Collection Calls to meet group needs. Ensure that overdue accounts are accurately dispatched for collection action. Manage the collection and retention of all customer deposits. Manage and authorize the transfer of customer accounts to outside collection agencies. Create and maintain accepted customer service standards for collections activities. Ensure the availability of necessary resources to meet customers’ needs while adhering to cost control measures within an approved group budget, and continually balancing the cost of collections with the level of bad debts. Accumulate, interpret and report daily/monthly collection statistics. Provide assistance to Agents in handling difficult or complex customer requests including de‑escalating challenging situations, addressing complaints, and providing follow‑up written correspondence. Carry out research and analysis to recommend enhanced programs, procedures, solutions and policies to increase productivity, gain efficiencies, improve service offered to customers, and to contribute to employee satisfaction. Liaise with other departments, supervisors, customers, welfare, and outside agencies as directed by the day-to‑day collection of customer accounts. Coordinate and implement the staffing, resources and processes to ensure that all collections activities are managed in a consistent, professional manner and that the sensitivity of these activities and the impact on the corporate image are always considered. Maintain thorough understanding of regulatory compliance and code requirements pertaining to the electricity sector in Ontario. Perform other related duties as required.

EDUCATION AND EXPERIENCE

Post secondary education in Business Administration, accounting, or related discipline.

Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements.

Minimum 5 years experience in a fast paced, computerized office technology-driven environment with demonstrated leadership experience in a customer service environment.

Experience with effectively managing difficult customer conversations, maintaining composure and empathy, while upholding professional standards.

Collections experience required, with knowledge of the utility industry considered a valuable asset.

Strong computer skills; proficient in the use of office productivity and collaboration tools preferably Google Workspace.

Proficiency in Microsoft Office Suite is also a plus.

ADDITIONAL REQUIREMENTS

English essential, both oral and written; Bilingual (English/French) considered an asset.

This is a management group opportunity and salary will be commensurate with qualifications.

Hydro Ottawa offers a Hybrid Work Model.

Hybrid work is position specific, details of the hybrid model will be discussed with successful candidates.

Hydro Ottawa may use artificial intelligence (“AI”) during the recruitment process to aid in the screening and selection of candidates.

Location: Ottawa, ON

This is a management group opportunity.

The annual salary range for this position identified below depends on experience, education, and professional designation. The successful candidate will be offered a salary within this range based on their qualifications.

Pay Range Minimum: $74,517.10 Pay Range Maximum: $111,775.67

Posting End Date (if applicable): November 18, 2026

Hydro Ottawa is committed to establishing a qualified workforce that reflects the diverse population it serves and we encourage applications from all qualified individuals.

We are also committed to preventing and removing barriers to employment for people with disabilities, and we invite you to inform us should you have any accessibility or accommodation needs.

Applicants must be legally entitled to work in Canada.

Why choose a career at Hydro Ottawa Group?

Our creative, innovative and forward-thinking employees are blazing the trail to a better tomorrow as we work towards our ambitious goal of achieving net-zero operations by 2030.

Hydro Ottawa Group is committed to employing a diverse workforce that better reflects the communities we serve; we want our employees to be their true selves.

We are recognized year over year as a National Capital Region Top Employer, one of Canada’s Greenest Employers, and one of Canada’s Top Employers for Young People.

Together we are shaping the future – join us!