Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings. We are a company that believes strongly in the health, safety and wellness of our people. Enercare is a place where careers are made. We take pride in caring for and continually striving to make a positive impact in the communities we operate in. In our values and our ambitions, we embrace change, and support our team members along the way. Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future. Enercare Inc. Is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity. Summary: A business process analyst examines, improves and streamlines business processes within an organization. They are responsible for identifying inefficiencies, bottlenecks and areas for improvement in the existing business processes. This involves thoroughly analyzing the current processes and identifying opportunities for optimization. Once the areas for improvement are identified, a business process analyst works with various teams within the organization to develop and implement new processes, procedures and technologies that would improve the overall efficiency and effectiveness of the organization. They collaborate with stakeholders to gather requirements and ensure all teams are aligned on the proposed changes. The responsibilities of business process analysts also involve conducting process audits and performance assessments to ensure the processes are effective. They also provide training and support to the team members with regard to the new technologies. Responsibilities: Analyzing current business processes, workflows and procedures to identify areas for improvement. Developing and implementing optimized processes and procedures to enhance efficiency, productivity and customer satisfaction. Able to learn and map based on developed expertise vs constantly relying on the SMEs. Ensure that analysis for all processes include people, systems and customer flows. Understand how to drive discussions with a decision based model Collaborating with stakeholders to design and execute process improvement initiatives aligned with organizational goals. Collaborate with stakeholders to understand business objectives, processes, and requirements, and translate them into clear and concise user stories, use cases, and functional specifications Conduct gap analysis to identify discrepancies between current state and desired future state; recommend process improvements using methodologies grounded in friction reduction, waste/lean efficiency or process optimization workflows, and work with stakeholders to develop solutions to address business needs and requirements Present process improvement points of view to stakeholders for decision alignment. Monitoring and evaluating the effectiveness of implemented process changes, measuring key performance indicators and making necessary adjustments for continuous improvement. Stay updated on industry trends, emerging technologies and process improvement methodologies. Conduct a thorough data analysis and process mapping to identify obstacles, inefficiencies and opportunities for improvement. Develop and implement relevant processes and technologies to optimize the organization's internal operations. Assist in the development and implementation of new business processes and systems Collaborate with cross-functional teams to implement process changes, ensuring smooth transitions and minimal disruption to operations. Communicate with shareholders and stakeholders to ensure alignment on proposed changes. Monitor process audits and evaluate the effectiveness of implemented process changes, gathering feedback and making necessary adjustments. Create process documentation and guidelines, including standard operating procedures and workflow diagrams. Provide training and support to team members on new processes and best practices. Requirements: BBA or equivalent post-secondary education 3+ years of experience in business process analysis and mapping or a related role supporting a contact centre/customer service environment. Proven ability 2+ years in process re-engineering, process mapping and customer journey mapping. PMP certification Utility Experience Strong analytical and problem-solving skills. Proficiency in process mapping and analysis tools and software (e.g., Visio, Excel, SQL, Tableau). Experience with process modeling and improvement methodologies (e.g., Six Sigma, Lean). Self-starter with strong interpersonal and conflict resolution skills Excellent written and oral communications skills Ability to quickly form relationships and interact effectively in a complex environment Strong desire to understand operations and root causes of issues Strong ability to multi task and work under tight timelines Strong organizational and time-management skills Strong presentation skills Ability to understand financial impacts and back-end billing environments Ability to prioritize deliverables and work with various people in all levels, including customers, to achieve personal and team objectives Flexibility to adapt to changing priorities Strong analytical experience Able to manage the demands, requirements and organization of a project Extensive experience handling multiple billing systems and exceptions management Superior working knowledge of Microsoft Applications such as Excel and Access Power BI, Advanced Excel 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.
Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers. Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you. Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Location: Markham, ON (Hybrid – 4 days in office) Reporting to Senior Manager, Credit & Debt Management, the Senior Analyst, Credit & Debt Management is a key contributor to the success of Enercare’s credit and collection’s function, supporting both residential and commercial portfolios. This role works closely with the Senior Manager to deliver disciplined credit assessment, proactive collection escalation support, and strategic improvements that help drive operational excellence. You will leverage experience in commercial credit and collections to assess risk, recommend credit decisions, identify performance gaps, and influence change through data-driven analysis and actionable insights. The successful candidate is a forward-thinker, dynamic professional who is passionate about improving processes, challenging the status quo, and collaborating with cross-functional teams to achieve business objectives. Perform in depth credit assessments for residential and commercial customers, including reviewing credit bureau reports, financial statements, and risk indicators to support timely, well-informed credit decisions. Manage escalated account issues, collaborating with Legal, Sales, Customer Care, and external vendors to resolve complex credit and collection scenarios professionally and in accordance with policy. Support and enhance collection efforts by identifying delinquency trends, analyzing root causes, and proposing targeted recovery strategies, within the Commercial and Property Management (PM) segments. Proactively identify gaps or inefficiencies in current credit and collection workflows; develop, document, and present improvement opportunities and process enhancements with clear business rationale. Recommend and document credit approval strategies that balance risk mitigation with business growth, ensuring alignment with corporate credit policies. Collaborate with the Senior Manager to identify and implement credit and collection policies, procedures, and internal controls that improve efficiency, reduce bad debt, and drive accountability. Leverage data to generate actional insights, performance reports, and dashboards that inform leadership decision-making; monitor KPIs and contribute to forecasting and risk modelling initiatives. Assist in the development and delivery of internal training materials and knowledge sharing to support a consistent and scalable approach to credit adjudication and account management. Actively participate in ad-hoc strategic projects and cross-functional initiatives aimed at improving customer experience, operational performance, and overall credit governance. Bachelor’s degree in Finance, Business, Economics, or a related discipline. ~3-5 years of experience in collection, credit and risk management or equivalent in B2C/B2B space preferably in recurring revenue business model ~ Proven ability to assess creditworthiness using both qualitative and quantitative data; experienced in analyzing credit bureau reports and financial statements to assess viability ~ Vendor management experience in BPO collection services and 3rd party collection agency management ~ Strong analytical mindset with proficiency in Excel, experience with Power BI or reporting tools highly desirable ~ Demonstrated ability to propose, document, and communicate process improvements, credit strategies, and policy enhancements ~ Organized, detail-oriented, and able to manage multiple priorities in a dynamic environment 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.
