Supervisor, Credit & Collections

GrandBridge Corporation; Brantford; On-site; CAD 75,000 - 90,000; Full time

Job summary

An investment holding company in Ontario seeks a Supervisor for Credit & Collections to manage billing operations and enhance customer experience. The ideal candidate has a college diploma in Business Administration and significant experience in the electricity industry. This role requires strong leadership and analytical skills. Competitive benefits are offered, including a comprehensive employer-paid benefits package and professional development opportunities.

Benefits

Employer Paid Benefits Package

Training and Educational Reimbursement Programs

Professional Development & Career Opportunities

Wellness Resources & Healthy Lifestyle Incentives

Employee and Family Assistance Program

Opportunities for Community Involvement

Qualifications

• Minimum of 5 years of experience in Ontario LDC Customer Service.
• Comprehensive knowledge of Ontario’s electricity industry.
• Experience in a rate-regulated industry.

Responsibilities

• Oversee credit and collections operations for timely resolution of customer arrears.
• Lead and mentor the Credit & Collections team.
• Ensure compliance with utility regulations.

Skills

Analytical skills

Communication skills

Leadership abilities

Education

College diploma in Business Administration

Tools

Microsoft Office Suite

Harris NorthStar CIS

Job description

GrandBridge Corporation is an investment holding company dedicated to driving growth and innovation through our fully owned subsidiaries, GrandBridge Energy Inc., and GrandBridge Group Inc.

GrandBridge Energy Inc. is a leading provider of innovative energy solutions, committed to delivering reliable and sustainable energy to our customers. GrandBridge Group Inc. offers a wide range of energy services through its divisions: Netoptiks, which provides cutting‑edge telecommunications solutions, and Enersure, which ensures our customers' homes are comfortable and energy‑efficient with home comfort rentals.

Our team of dedicated professionals are committed to helping our communities navigate the transition towards a dynamic and evolving energy landscape. The principles and beliefs that guide our operations are deeply rooted in our values. Join us in our mission to shape the future of energy.

What We Offer

• Employer Paid Benefits Package
• Training and Educational Reimbursement Programs
• Professional Development & Career Opportunities
• Wellness Resources & Healthy Lifestyle Incentives
• Employee and Family Assistance Program
• Opportunities for Community Involvement

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.

• L ead 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.

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.