Payments & Collections Manager

Branch: Gas
Affiliation: Management & Exempt
Employment Status: Full-Time Temporary
Expected Hiring Range: $52.62 to $61.85 Hourly
Short-term Incentive Eligible: No
Workplace Flexibility: Yes
Temp Duration: 18 months
Posting End Date: Open until filled

As the province’s largest energy provider with more than 100 years of knowledge and experience, we proudly deliver renewable energy, natural gas, electricity and propane to 1.3 million customers.

We're actively seeking new talent to join our mission of delivering a stronger energy future in B.C. As one of BC's Top Employers with a diverse team of over 2,700 employees, we are committed to a safe and inclusive culture where each of us can connect, belong, and grow. Join us, and together, let's shape a brighter future for B.C.

Position Overview

The Payments & Collections Manager leads teams responsible for payment processing, collections, accounts receivable and dispute resolution. The role provides leadership in achieving customer service and operational objectives while sustaining service quality, productivity, efficiency and a seamless customer experience. As a customer advocate and trusted leader, the Manager drives continuous improvement, uses best practices and technology to strengthen performance, and collaborates across the organization to deliver safe, customer-centred solutions.

In this role, you will:

• Provide leadership, direction, coaching and support to management, supervisory and unionized staff. Establish performance expectations, foster employee development and engagement, and support recruitment and workforce planning.
• Oversee and coordinate payment processing, collections, accounts receivable and dispute resolution activities to meet operational requirements, service levels and customer service objectives.
• Monitor receivables, collections performance and payment activities to support accurate billing, optimize cash flow, minimize bad debt and resolve complex customer matters.
• Develop and monitor key performance indicators, service quality measures and workforce plans using industry best practices, regulatory requirements and applicable tariffs.
• Contribute to operating budgets, operational plans and departmental policies. Manage vendor performance, audits and internal controls to protect revenue and ensure compliance.
• Champion change and continuous improvement by optimizing processes, implementing best practices and technologies, and developing quality assurance processes and procedures.
• Build effective relationships with internal departments, external customers, vendors, Human Resources, Labour Relations and other key stakeholders. Collaborate on recruitment, workforce planning and ongoing people-management activities.
• Ensure escalated customer concerns are handled effectively, using sound judgment, negotiation and problem-solving to achieve fair and timely outcomes.
• Conduct work in a manner that prevents injuries and incidents. Maintain knowledge of safety policies, practices and procedures, and lead by example by putting safety first.

Leadership and Core Capabilities:

• Strong people leadership, coaching, motivation, persuasion and influencing skills.
• Strategic, progressive and innovative thinking, with sound judgment in decision-making.
• Ability to analyze operational information, service metrics and trends, and resolve complex problems or conflict.
• Ability to establish and maintain productive cross-functional relationships at all leadership levels.
• Clear and effective verbal and written communication skills.
• Ability to organize work, manage competing priorities and perform within demanding schedules.
• Ability to work independently and collaboratively as part of a team.
• Proficiency using technology to develop and maintain service quality metrics, performance indicators, workforce plans and quality assurance processes.

What it takes:

• Bachelor's degree in business, accounting, finance or a related discipline from an accredited or recognized post-secondary institution.
• Five years of recent, related leadership experience, or an equivalent combination of education, training and experience.
• Knowledge of the utility industry is an asset.
• A valid BC Driver's Licence is required.
• Intermediate proficiency in Microsoft Office applications.

In this role, you will have the option to participate in a flexible work program, enabling you to work from an approved flex location in British Columbia up to 85 days a year (equivalent to approximately two days a week), subject to business or operational needs.

Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive, and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community.

To learn more about the recruitment process with FortisBC, please visit the You’re Applying. What now? page for additional information.

FortisBC acknowledges and respects Indigenous Peoples in Canada, on whose Traditional Territories we all live and work. FortisBC is committed to Reconciliation with Indigenous Peoples and is guided by our Statement of Indigenous Principles.

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