Operations Analyst

Job description

Enercare Inc.

is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick.

Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.
A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers.

We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day.

No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.
If you are ready to become one of our Experts, we would love to hear from you.
Role: Operations Analyst
Permanent, Full-Time
Reports to: Manager, Billing Operations
Division: Enercare Home and Commercial Services
Location: Markham
Compensation: $47,403 - $78,215

Summary

The Operations Analyst provides advanced operational, billing, analytical, and project support within the Billing Operations team.

This role is responsible for running Bill Cycles, ensuring billing accuracy, operational efficiency, and end to end exception management.

The successful candidate will support and guide vendors, business partners and team members, oversee daily billing processes, and collaborate with project teams and developers to design, validate, and implement system enhancements including reporting and SQL query creation and management.
This role requires a strong understanding of billing systems, a solution oriented mindset, and the ability to partner cross functionally to drive continuous improvement and operational excellence.

Key Accountabilities

Operational Leadership & Oversight

• Support daily Billing Application activities, including workflow monitoring, inbox management, and operational support.
  
  
• Provide oversight and quality review of Billing team activities, offering guidance and escalating issues as appropriate.
  
  
• Contribute to cross-train, and act as a subject matter expert across billing systems especially for Northstar Billed accounts
• Create and maintain process documentation to ensure adherence to best practices and audit controls.
  
  

Billing Operations & Exception Management

• Investigate and resolve escalations, payment discrepancies, and customer inquiries.
  
  
• Analyze billing and payment files to ensure accurate posting, compliance with controls, and timely resolution of exceptions.
  
  
• Conduct root-cause analysis, implement solutions, and ensure corrective actions are applied to impacted accounts.
  
  
• Manage file transfers with internal and external partners, ensuring accuracy and data integrity.
  
  

Analytics, Controls & Continuous Improvement

• Develop and manage billing operational controls in collaboration with Analytics, Revenue Assurance, Billing, Offline teams, Training & Development, Collections, Marketing and vendors
• Create ad hoc queries using SQL, PowerBI, and other tools to analyze billing trends and uncover system issues.
  
  
• Present recommendations to leadership on process enhancements, system improvements, and control gaps.
  
  
• Support project initiatives and lead components related to billing, system enhancements, and operational improvements.
  
  
• Contribute to ongoing improvements in training, quality assurance, and customer experience.
  
  
• Manage and validate file transfers between internal systems and external vendors to ensure data integrity
• Support data migration and UAT functions as required

Cross-Functional Collaboration

• Work closely with Billing & Collections, Revenue Assurance, Training, Quality Assurance, and external vendors.
  
  
• Support production service levels and provide subject matter expertise for projects impacting billing or customer experience.
  
  
• Foster strong relationships across departments to ensure alignment and timely issue resolution.
  
  

Qualifications

• Experience with billing and revenue platforms such as Northstar, Zuora Billing and Zuora Revenue.
  
  
• BBA or equivalent post-secondary education.
  
  
• Minimum 3 years' experience in billing operations, financial analysis, or root cause focused systems work.
  
  
• Advanced proficiency in Microsoft Excel and Access; experience with PowerBI and SQL is an asset.
  
  
• Strong analytical, problem solving, and decision-making abilities.
  
  
• Excellent written and verbal communication skills.
  
  
• Ability to analyze financial impacts and understand banking/payment environments.
  
  
• Strong organizational skills with the ability to manage competing priorities under tight deadlines.
  
  
• Proven experience managing multiple billing systems and exception workflows.
  
  
• Self-starter with strong interpersonal, relationship-building, and conflict resolution skills.
  
  
• Demonstrated ability to drive change, enhance processes, and support a continuous improvement culture.
  
  

Enercare is an equal opportunity employer.

We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law.

Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations.

All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.
Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly.

These tools may assist in evaluating qualifications against job requirements.

All decisions regarding hiring are ultimately made by our recruitment team.

All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

Required Skill Profession

Other General