Supervisor, Collections & Business Operations - Legal & Court Services, Regional Municipality of York
(2019-09 - 2026-03)
Oversee the Provincial Offences Act (POA) defaulted fine revenue collections program, ensuring efficiency, accountability, and compliance with Ontario Court of Justice standards. Lead the development and continuous improvement of enforcement strategies, policies, and procedures to optimize fine recovery. Manage a cross-functional team spanning Collections, Finance, and Accounting, fostering collaboration and driving operational excellence.
Spearhead strategic initiatives to streamline processes, enhance revenue collection, and align with long-term organizational objectives. Develop and monitor key performance indicators (KPIs) to evaluate performance and support informed decision-making.
Supervisor, Revenue Assurance & Customer Ops - Alectra Utilities (Municipally owned Electricity Distribution) - Vaughan, ON
(2018-07 - 2019-09)
Develop and administer strategies and programs, design and implement plans, processes to improve cash flow and reduce receivables. Monitor revenue assurance processes and operations, making recommendations on opportunities for improvement. Manage staff in the day-to-day performance of their jobs, ensuring that project/department milestones/goals are met and adhering to approved budgets.
Work closely with the Corporate Finance concerning monthly financials. Understand and apply provincial laws, codes and regulations into daily operations.
Project Manager, IT Planning & Solutions - Enercare Connections Inc. - Markham, ON
(2015-06 - 2018-06)
As a senior strategic business partner, deployed project solutions in a matrixed corporate environment through conscientious and disciplined scope, timeline and capital/opex budget management. Oversaw application life cycle, managing mid to large scale projects including legal/regulatory compliance and remediation, strategic, and transformative IT and business solution delivery to optimize organizational effectiveness.
- Received Enercare Inc. 2017 Corporate Spirit Award for Outstanding Employee Contributions.
- Developed business cases, vision and scope documents, and executive business investment committee presentations that secured approvals and facilitated cross-functional collaboration to determine strategic direction.
- Managed project/program capital and OPEX budgets, performed accurate budgeting and forecasting across operations and projects.
- Developed and maintained collaborative relationships with key, senior operational business and IT partners and SMEs to evaluate and satisfy service initiative requests efficiently and agilely.
- Coached senior business leaders and enabled them to articulate their function's (i.e. technology, people, etc.) needs and requirements to advance business performance.
- Managed business sponsor expectations and communications by effective application of project charter, and communications plan. Anticipated and managed change effectively in rapidly evolving IT & business environments.
Manager, Collections & Revenue Assurance - Hydro One Networks (Ontario Hydro) - Toronto, ON
(2007-01 - 2015-12)
Achieved high standards in customer satisfaction through development and implementation of strategic and regulatory programs in partnership with various organizational teams promoting strong customer engagement in the areas of customer care, bill payment, credit management and collections. Directly supervised program service deliverables execution by Hydro One's business process outsourcer, external vendors and suppliers, driving performance excellence with a focus on customer experience and revenue assurance.
- Optimized BPO contracts with business process outsourcers and external suppliers to enhance customer experience, mitigate risk, and increase program effectiveness, overseeing contracts impacting XX% of customer service operations and achieving financial, customer, reputational, regulatory, and program metrics and objectives.
- Collaborated in industry groups to explore policy positions in response to consultations with the Ontario Energy Board and represented Hydro One on external events, conferences, meetings with government etc.
- Developed and maintained strong relationships with large industrial and commercial distribution customers across the province, managing debt solutions to enhance financial sustainability and transparency.
- Recommend and lead high profile legal action, working closely with Corporate Counsel, Regulatory Affairs, and Corporate Communications, to avoid/mitigate financial loss for the corporation.
- Delivered presentations for community partners like Low Income Energy Network' (LIEN), First Nations elected Chiefs and Councils, electricity and gas utilities and rate payer community town halls covering regulatory issues, customer service rules/regulations, regulatory programs.
- Developed and maintained strong relations with special interests groups like the Low Income Energy Network (LIEN) First Nations advocacy groups, Farm Debt Canada' in order to advance partnerships intended to facilitate delivery of organizational strategies.
- Developed and maintained strong relations with Federal ministers (Ministry of Energy, Indian Affairs), MPPs, OEB officials, Office of the Ombudsman officials, OPA and IESO partners.
- Partnered with Corporate Relations/Communications/Media Relations team to organize, manage and promote occasional events to bring key stakeholders and partners together.
- Prepared briefing/recommendation notes and executive summaries for senior leadership including CFO, Financial Controller, Senior legal counsels, Executive and Senior VPs, Customer Ops.
- Participated in utility committee meetings and working groups (Consortium of Large Distributors), as Hydro One representative for Revenue Assurance and customer program delivery); contributing towards changes to the DSC, Retail Settlement, Electricity Act.
- Accountable for ensuring business policy and strategies compliance with applicable industry regulations and laws and worked with regulatory groups to update applicable sections of the utility's 'conditions of service,' and operational policies and procedures documentation.
- Executed and managed the Ontario Energy Board's Low Income Emergency Financial Assistance program ($2Mil/annum) and special low income customer service measures.
- Directed the forecasting and analysis of target levels of monthly and annual Bad Debt Expense, late interest revenue, and credit & collection miscellaneous charges revenue.
- Developed and managed the payments and credit & collections annual and 5 year business plans and budgets ($10Mil per annum).
Supervisor, Customer Care And Accounts Receivable - Toronto Hydro Electric System - Toronto, ON
(1999-01 - 2007-12)
Managed 15 call centre agents, accountable for scheduling, appraisals, attendance management and coaching and development. Evaluated data through ACD and call quality systems and reports, to improve employee performance and evaluate business trends.
- Implemented a dedicated credit and collections telephone queue staffed by senior collections agents, which radically altered the ability to monitor and resolve customer credit and collections issues, and provided assistance to frontline staff and commercial customers through predictive dialer.
- Worked with the Finance and Treasury Department on maintaining daily cash remittance statistical data, ensuring billing system GL and bank accounts balanced.
- Negotiated a reduction in interest from 2.5% to 1.67% in transaction fees with Moneris Payment Solutions,' reducing expenses by $60,000 annually.
- Renegotiated third party collection agency fees from 25% to 20%, saving a further $40,000 annually.
- Oversaw unmetered and flatrate billing activities, billing exceptions and billing
