Manager, Performance Analysis and Insights

Job Summary:

The Manager, Performance Analysis and Insights will lead the development and maintenance of analytical models in support of the strategic and financial outcomes for Canadian Customer Success team functions including Customer Care, Billing, Collections, Remittance, and Output Solutions. The Manager will be responsible for supporting business decisions and strategic recommendations that drive results, including but not limited to customer satisfaction, customer retention, customer experience, and unit costs. The Manager will be responsible for maintaining financial models used to drive unit costs. The Manager must have the ability to effectively influence others without direct authority (that is, at or above their level). This individual will prepare presentation materials to communicate the results of analyses, recommendations, and other relevant information to key internal and external stakeholders.

Essential Duties/Responsibilities:

• Lead and support the development and maintenance of models that drive strategic outcomes. This includes forecasting, scenario analysis, and decision support. Models include but are not limited to service delivery budgets, agent incentives, telecom expenses, software licensing, and third-party vendor costs.
• Use models to identify insights and reduce service delivery unit costs, driving strategic outcomes.
• Ensure service delivery leads operate within their budgets.
• Analyze cost variances and drive corrective action, as needed.
• Provide input to third-party KPIs, scorecards, incentives, and penalties to drive strategic outcomes.
• Prepare monthly and quarterly business review materials and lead review sessions with key stakeholders.
• Prepare monthly Business Insights and Opportunity sessions for Canada, leading discussions as required.
• Work closely with Finance and Operations teams to undertake a monthly review and analysis of revenues and costs in comparison to budgets and forecasts.
• Develop ad hoc business decision support analysis, modelling expertise, and recommendations.

Working Conditions:

• Combination of open office environment and working from home, with the expectation of working from the Edmonton or Calgary office 3 days per week.
• Ability to work from home while remaining effective and productive.
• Some overtime may be required as special projects arise.
• Some domestic and international travel may be necessary, which will require a valid passport.

Minimum Requirements:

• University degree in Finance, Accounting, Computer Science, Mathematics, Economics, Business or related discipline.
• Minimum 5 years of experience in a combination of financial analysis, business, operational effectiveness or related field.
• Demonstrated ability to develop financial and analytical models.

Preferred Qualifications:

• Preference for candidates with experience within the energy industry, ideally in Customer Care, Customer Operations, Finance, Accounting, and/or commercial areas.
• Understanding of the Alberta regulated utility industry.
• Knowledge of the Alberta retail natural gas and electricity markets.

Additional Knowledge, Skills and Abilities:

• Superior analytical skills including expertise in Excel and model development and ability to pass on these skills to team members. Skill test will be a requirement of the recruitment process.
• Ability to work independently with minimal direction.
• Ability to influence and direct individuals at or above one’s level.
• Demonstrated problem solving skills with a high level of attention to detail.
• Excellent communication skills (written and verbal) and ability to present confidently to wide-ranging audience including leadership and external stakeholders.
• Excellent storytelling skills.
• Ability to excel in a fast paced, changing environment; effectively managing multiple activities and meeting deadlines.
• Strong capabilities in Word and PowerPoint.
• Power BI experience preferred.

Physical Requirements:

• Ability to work at a computer for long hours.