Job Title:             Continuous Improvement Analyst

Duration:            1 year

Location:             Calgary or Edmonton AB. Hybrid 2-3 days / week in office, 1-2 days / week at home

Job Summary:

As a Continuous Improvement Analyst – Collections, you will play a pivotal role in enhancing the efficiency and effectiveness of back office operations, with a strong focus on Billing, Credit, and Collections. This role blends analytical expertise with strategic storytelling to drive improvements that align with business goals and improve customer outcomes. You will lead initiatives that streamline and optimize billing, credit and collection operations, ensuring accuracy, timeliness, and compliance. Working closely with cross-functional teams, you will help transform insights into action, delivering measurable improvements in billing and collections performance.

Essential Duties/Responsibilities:

Business Analysis & Storytelling

-Insight-Driven Storytelling: Translate complex billing and collections data into clear, actionable insights for stakeholders at all levels.

-Requirements Gathering & Communication: Collaborate with finance, operations, and IT teams to understand pain points and improvement opportunities in billing and collections processes.

-Process Mapping & Root Cause Analysis: Conduct deep dives into invoicing, credit, and collections workflows to identify inefficiencies and recommend solutions.

-Narrative-Backed Business Cases: Build compelling business cases that justify changes to billing, credit and collections systems.

Back Office Optimization – Billing & Collections Focus

-Process Optimization: Lead initiatives to streamline billing and collections activities with a goal of increasing efficiency and reducing bad debt.

-KPI Development & Performance Management: Assist to define key collection metrics.

-Compliance & Risk Mitigation: Ensure billing and collections processes adhere to regulatory standards and internal controls.

-Customer Experience & Dispute Resolution: Identify and address common billing disputes and friction points that may impact collections, improving resolution times and customer satisfaction.

-Technology & Automation: Partner with IT to design, build and test enhancements to billing and collections.

-Documentation & Testing Support: Develop detailed business requirements and support testing for system enhancements related to billing and collections.

Cross-Functional Collaboration

-Act as a liaison between back office, customer care, and IT to ensure cohesive execution of improvement initiatives.

-Support change management efforts through clear communication and stakeholder engagement.

Project Management

• Manage small to mid-size initiatives focused on billing and collections transformation.

• Define scope, objectives, and success criteria; develop and manage project plans.

• Facilitate stakeholder engagement, approvals, and communications.

• Track milestones, manage risks, and report on project status.

Minimum Requirements:

• Education: Undergraduate degree focusing on Business, Finance or similar disciplines.

• Experience: 5+ years in business analysis, process improvement, or project delivery, with a strong focus on billing, credit, and collections.

• Certifications: One or more of PMP, CBAP, Lean, and/or Six Sigma.

Preferred Qualifications:

-Strong understanding of financial operations and customer billing systems.

-Proficiency in MS Office, Smartsheet, JIRA, and MS Project.

-Excellent communication, leadership, and storytelling skills.

Additional Skills & Attributes:

-Proven ability to manage projects and drive process improvements in financial operations.

-Experience in storytelling and data visualization to support change initiatives.

-Strong analytical, organizational, and time management skills.

-Collaborative team player with a high level of integrity and results orientation.

Working Conditions:

• Hybrid work environment: 2-3 days in-office, 1-2 days remote.

• Occasional travel to corporate offices may be required.

• Flexibility to work outside traditional hours for testing and implementation phases.

• Reliable internet service is required.