Performance Manager Jobs in Calgary, AB (NOW HIRING)

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Job Summary: 

The Credit, Collection Administration & Performance Manager is responsible for overseeing credit risk performance, AR health, dunning effectiveness, execution of the bad-debt strategy, and exception governance across the customer lifecycle. This role acts as a control and performance hub, ensuring policies are consistently applied, revenue leakage is identified and addressed, and decision-making is supported by accurate analytics and reporting.

The role reports to the Senior Manager, Collections, and supervises analysts and specialists across credit, risk, dunning, and exception management, and partners closely with Active and Inactive Collections, Analytics, Finance, Legal, and Operations.

Essential Duties/Responsibilities:

1. Credit, Risk & Policy Performance

      Own performance outcomes across credit risk, AR, dunning, and bad-debt strategy

      Supervise credit analysts, risk analysts, and policy execution resources

      Monitor portfolio risk, exposure, delinquency trends, and policy effectiveness

      Ensure credit and collections policies are consistently applied, documented, and optimized

      Identify emerging risk trends and escalate concerns proactively

2. Exception Management & Revenue Protection

      Govern disconnect / de-energize exceptions and uncollected revenue exceptions

      Ensure all exception decisions are data-driven, policy-aligned, and properly documented

      Identify root causes of revenue leakage (e.g., exceptions, process gaps, system issues)

      Recommend and track corrective actions to reduce revenue loss

      Maintain strong controls and escalation paths for high-risk or material exceptions

3. Performance Management & Analytics

      Lead performance reporting across AR, risk, dunning, and bad debt

      Analyze variances, trends, and drivers impacting recovery, exposure, and write-offs

      Translate insights into actionable recommendations for strategy or policy changes

      Partner with Analytics to improve forecasting, segmentation, and decision support

      Support WBR / MBR / QBR performance discussions with accurate insights

Other Accountabilities

      Coordinate with Active and Inactive Collections to support strategy execution and lifecycle alignment

      Support regulatory compliance, audits, and governance requirements

      Provide portfolio insights and analysis to Finance, Legal, Operations, and Leadership

      Contribute to continuous improvement initiatives across Credit and Collections

      Support change initiatives related to policy updates, system enhancements, or process improvements 

People & Leadership Responsibilities

      Provide day-to-day supervision, coaching, and performance management for assigned analysts

      Set clear expectations, priorities, and deliverables for the team

      Support skill development and cross-functional collaboration

Working Conditions:

      Hybrid fast-paced office environment with a high-volume workload.

      Some overtime is required as special projects arise.

      Travel (minimal).

Minimum Requirements:

      5-8+ years of experience in Credit, Collections, Risk, AR, or Financial Operations

      Prior experience supervising or leading analysts or specialists

      Strong understanding of credit risk, dunning processes, and bad-debt management

      Experience working with performance metrics, dashboards, and financial analysis

      Knowledge of Canadian regulatory requirements (U.S. exposure an asset) 

Preferred Qualifications:

      Knowledge of the utility industry.

      Knowledge of the energy market.

      Working knowledge of SAP CCS/FICA system.

      Advanced Excel Skills.

Additional Knowledge, Skills, and Abilities:

      Strong analytical and problem-solving skills

      Ability to translate data into clear insights and recommendations

      Attention to detail with a strong governance and control mindset

      Effective stakeholder communication and collaboration

      Ability to balance policy discipline with operational realities

      Ability to work effectively in a team-oriented environment.

      Demonstrated self-starter who can operate and perform assigned tasks with minimal supervision or direction.

      Ability to use fundamental math daily (add, subtract, multiply, divide, and calculate percentages).

      Able to not just produce data, but to analyze trends and make recommendations.

      Excellent written and oral business communication skills.

      Proficient with standard office workstation technology, including the Microsoft Office suite of software tools.

Physical Requirements:

      Lifting as appropriate to perform duties and responsibilities.

NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers and ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.

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DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to careers@nrg.com if you have any questions.