Supervisor, Billing (Water) (Non-Union)

Full-time, 35 hours/week, Hybrid Location: Hamilton, On (John St) Status: This position is to fill a current vacancy Salary Grade: 15 ($101,190- $126,488 annually) Please note that this posting may be removed prior to the closing date if a high number of qualified applications are received.

At Alectra, we energize a brighter future by empowering our workforce through the talent of tomorrow's bright minds. We promote a culture that encourages collaboration, celebrates innovation and supports lifelong learning. We are committed to creating a safe and inclusive workplace where everyone succeeds and has the opportunity to make a meaningful difference. Are you a collaborative leader with a passion for operational excellence, customer service, and continuous improvement? This role has primary responsibility for supporting Alectra's water billing operations for the Cities of Vaughan and Markham (80%), while also overseeing electricity billing operations across the organization (20%). The Billing Supervisor plays a critical role in leading and supporting the Billing team to ensure the accurate and timely billing of more than one million electricity and water services, representing over $1B in annual revenue. This role is responsible for optimizing billing performance, supporting regulatory compliance, enhancing the customer experience, and fostering the development of the Billing team. The Billing Supervisor also provides leadership and guidance to the Senior Billing Clerk and Billing Clerk positions to support efficient, accurate, and customer-focused billing operations.

What you’ll do

Billing Operations & Regulatory Compliance Lead and oversee billing activities, including the collection, availability, validation, reliability, and security of electricity and water meter data to support accurate and timely billing. Ensure billing operations and the application of rates comply with Ontario Energy Board (OEB) requirements and applicable provincial legislation and regulations. Monitor key billing reports to ensure the accuracy, completeness, and timeliness of billing activities. Audit billing activities for quality assurance and collaborate with the team to investigate and resolve discrepancies. Oversee billing systems, statistical data collection, reporting, and third-party data sharing requests to maintain data integrity, privacy compliance, and operational effectiveness. Administer Service Level Agreements (SLAs), retailer contracts, and retail billing adjustments in accordance with regulatory requirements. Ensure compliance with legislative, regulatory, and Health & Safety policies, procedures, and standards.

Customer Service & Stakeholder Management

Provide exceptional customer service by resolving complex and escalated billing inquiries, meter reading issues, and customer concerns. Build and maintain effective working relationships with municipal stakeholders, retailers, and internal business partners to support operational requirements. Manage relationships with municipal stakeholders and retailers to ensure contractual and regulatory obligations are met.

Leadership, Team Development & Continuous Improvement

Plan, organize, and supervise the daily activities of the Billing team while addressing emerging operational issues. Provide leadership, coaching, and ongoing support to the Senior Billing Clerk and Billing Clerk positions to encourage development and high performance. Foster a collaborative, customer-focused, and accountable team environment. Contribute to departmental goals and objectives by providing operational insight and recommendations. Research, recommend, develop, test, and implement new processes and procedures to improve billing operations and support rate changes. Update and communicate departmental procedures to maintain regulatory and legislative compliance. Lead or participate in departmental projects and key initiatives to ensure successful completion within scope, timeline, and budget. Oversee User Acceptance Testing (UAT) for system enhancements and procedural changes, including documenting new processes. Research, recommend, and implement policy, process, and procedural improvements that enhance operational effectiveness and efficiency.

Corporate Values and Conduct

Demonstrate professional conduct and align with Alectra’s core values of safety, teamwork, and customer focus.

Other Duties

Perform additional tasks as assigned to support operational objectives Who you are Education & Technical Knowledge College diploma or university degree in Business Administration, Finance, or a related discipline, or an equivalent combination of education and experience. Knowledge of applicable regulatory and legislative requirements, including Ontario Energy Board (OEB), IESO Market Rules, PIPEDA, and the Occupational Health and Safety Act (OHSA). Understanding of utility billing functions, metering data, and billing systems.

Experience

Minimum of five (5) years of experience managing complex billing processes, including technical, operational, and administrative functions. Experience resolving complex customer issues and working with challenging customer situations. Experience in a unionized utility environment is considered an asset. Experience using Oracle Customer Care & Billing (CC&B) is considered an asset. Experience with utility meter-to-cash processes, including customer service and metering, is considered an asset.

Skills/Abilities/Competencies

Proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint. Strong analytical and statistical skills, with the ability to interpret data and make informed recommendations. Demonstrated ability to lead change while engaging, developing, and motivating team members. Strong problem-solving skills with the ability to develop practical and innovative solutions to complex issues. Excellent customer service skills with a commitment to delivering positive outcomes for internal and external stakeholders. Strong written and verbal communication skills with the ability to communicate clearly and effectively. Excellent organizational skills with the ability to prioritize multiple projects and meet competing deadlines. Demonstrated ability to build collaborative relationships across diverse stakeholder groups. Valid Class G driver's licence maintained in good standing.

Compensation

At Alectra, Compensation for non-union positions is determined within a defined salary range for each role. Placement within the salary range depends on several factors, including qualifications, relevant experience, and alignment with the role’s requirements. We consider internal equity and market competitiveness to ensure fairness and consistency across the organization. This position is eligible to receive an annual incentive payment based on a combination of individual and Company performance.

Where you will work

Hybrid: This role is based in a hybrid environment, allowing for a mix of remote and in-office work to support team collaboration and business needs. Occasional travel to Alectra office locations is required to provide leadership and operational support.

Who we are

As the largest municipally owned electric utility in Canada, we are committed to growing, evolving and remaining innovative to build a sustainable and brighter future. Our values set us apart and are our fundamental beliefs about our organization: Safety: Stay aware, prevent risks and protect each other. Respect: Value everyone, act honestly and foster inclusion. Customer Focus: Be reliable, anticipate needs and deliver exceptional solutions with care. Excellence: Elevate performance, embrace diversity and deliver quality through collaboration. Innovation: Drive growth by embracing change, creativity and continuous improvement.

Here’s why Alectra might be your ideal workplace

We offer comprehensive benefits. From health and wellness programs to financial security though our Defined Benefit Pension Plan – we offer a robust benefits package that supports you and your family. We invest in your career development. At Alectra, we care about our team’s future through offering ongoing trainings, mentorship and learning opportunities. We care about you work-life balance. Understanding that taking time off is essential to employee well-being, sustained productivity and high performance, we offer the following: Time off: At Alectra, we offer various time off options for our employees including vacation time, personal days, milestone parental leave top-up, volunteer days and bereavement days. Disconnecting from work: We prioritize your well-being through our “Disconnect from Work” policy which ensures you can maintain a healthy work-life balance. Hybrid work environment: Based on operational requirements, we offer flexible working arrangements that include working remotely or on-site. At Alectra, your unique contributions matter and help drive our collective success to a more sustainable and brighter future. Ready to Apply? If this sounds like you and gets you excited, we’d love to hear from you! Simply click the apply button to submit your resume and take the first step toward joining our team. Due to the high volume of applications, we are unable to accept resumes via email. All applicants must apply through our careers page to be considered. At Alectra, we celebrate diversity and are committed to an inclusive recruitment process that honours the dignity and independence of all applicants. If you require accommodation due to a disability during the process, please contact careers@alectra.com. We will work with you to ensure your needs are being met to the point of undue hardship. Thank you for your interest in building a career with us. While we appreciate all applicants, only those selected for an interview will be contacted. Please note: We kindly request no unsolicited resumes or agency referrals. Alectra does not accept resumes from recruitment agencies for any open positions unless a valid contract is in place.

Use of Artificial Intelligence (AI) in Recruitment

At Alectra, we’re committed to energizing a brighter future through innovation and responsible technology use. While we may use digital tools to support the efficiency of our recruitment process, we do not use AI to identify or screen candidates. Applications are personally reviewed by either a member of the Talent Acquisition team or one of the hiring leaders, ensuring a fair and human-centered experience for all applicants.