Quality, Revenue Assurance and Compliance Analyst

Location

Oakville, ON | Canada

Job description

Oakville Hydro delivers reliable and safe electricity to more than 76,000 individuals, families, and businesses in the Town of Oakville.  The company maintains an active commitment to conservation, safety, and is strongly invested in the social and economic well-being of the Oakville community.  Oakville Hydro is a two-time recipient of the Local Distribution Company Performance Excellence Award from the Electricity Distributors Association, as well as a Centre of Excellence Award from the Canadian Electricity Association.  Oakville Hydro has also been recognized as one of Canada’s Safest Employers.

At Oakville Hydro, we believe that our continued success as an industry leader is due to our innovative, customer focused, team-oriented employees who continually strive to exceed customer expectations and take pride in all areas of our businesses.

Successful Oakville Hydro employees:

• Are customer-centric – they understand and embrace the role of delivering exemplary service
• Lead – they lead by example through their actions and attitudes
• Innovate – they look for opportunities to improve, do things differently, and add value for our customers and business
• Commit to Excellence – in all that they do 

We promote a culture that is diverse, inclusive, innovative, and performance driven in an environment that is fun and exciting.  Individuals who choose to be a part of our organization are offered:

• Potential to lead innovative projects and initiatives
• Career path exploration and development opportunities
• Opportunities to get involved with teams and charitable events that support the community
• Comprehensive total reward package 

Quality, Revenue Assurance and Compliance Analyst

About the Role

We are looking for a dynamic individual with exceptional customer service and technical skills.  Working in a non-routine and complex environment, the Quality, Revenue Assurance and Compliance Analyst is accountable for revenue assurance, compliance with regulatory requirements of the Ontario Energy Board (OEB) and enhancing the customer experience which includes the development and implementation of processes to improve key performance indicators.  The role will also work with the internal audit team to conduct audits and process reviews.

The position will also oversee aspects of technical development, maintenance and software solutions upgrades for Meter to Cash operations. 

Duties include:

• Develops new services, programs, and key performance indicator (KPI) reporting
• Works with the finance team to coordinate year-end revenue analysis
• Adheres to conditions of services and compliance requirements as determined by the OEB
• Analyzes and documents systems and end user requirements, including workflows, program functions, and steps required to modify software
• Identifies and maximizes innovation, technology, and data to improve processes
• Performs audits that include billing, collections, metering to ensure accuracy and quality
• Audits the quality of Customer Service, the customer portal, and review of the OH Website and Customer Information System (CIS)
• Partners with vendors and internal stakeholders to determine technical requirements for specified applications., resolve system anomalies and enhance processes
• Ensures testing deliverables are on target and requirements are met while managing end-to-end testing associated with Customer Care applications
• Conducts root cause analysis on system anomalies and processes and provide comprehensive recommendations for resolution
• Analyzes data trends against established service standards and best practices and recommend strategies to improve performance
• Prepares regulatory reports as required
• Develops and coordinates the delivery of training 

Required Skills, Qualifications and Experience:

• College or University degree in business management, business administration or related field preferred, or equivalent experience
• Minimum of 3-5 years business experience predominantly in customer service and/or finance functions
• Utility experience would be an asset
• 3-5 years’ experience managing projects and developing programs
• Previous experience demonstrating financial acumen
• Previous experience in a Business Analyst role or Systems Analyst role with the ability to develop and analyze business requirements
• Solid knowledge of Meter to Cash processes would be an asset
• Knowledge of the NorthStar CIS would be an asset
• Proven experience with SQL and business and technical report writing
• Proficient in Microsoft Office suite of products (including Access and Visio) 

Other Success Factors:

• Brand ambassador – enable, engage, encourage, and exemplify the brand behaviours Lead, Innovate, and Commit to Excellence
• Is customer centric and displays an attitude of commitment and service delivery excellence
• Stay a step ahead – is in-tune with key industry knowledge, best practices, and disruptors
• Exceptional interpersonal and communication (written, verbal and presentation) skills
• Ability to solve problems with a great degree of complexity
• Relentless commitment to customer experience, with a strong sense of urgency; flexibility and tolerance for evolving business needs
• Strong organizational skills with the ability to be flexible and tolerant of ambiguity in a constantly evolving organization
• Highly organized with a high degree of attention to detail
• Solid analytical and problem-solving abilities
• Exhibit a high degree of professionalism, collaboration, and dependability, with a proactive “can do” attitude 

Please send your resume with the position title in the subject line, to [email protected]  

Oakville Hydro is an Equal Opportunity Employer.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Oakville Hydro will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform People Excellence team of the nature of any accommodation(s) that you may require.  

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