Manager, Performance & Analytics

2 Lansing Square, North York, ON M2J 4P8, Canada Req #4974

October 29, 2024

Find Your Limitless with Reliance

By joining Reliance as Performance & Analytics Manager you’ll become an important team member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth, and we encourage it by rewarding our Team Members for their success in many ways. If you’re ready to find your limitless – join us!

What will you do?

• Leading a small team of 1-3 analysts who are responsible for analyzing and optimizing the performance across all Reliance systems, applications and processes within the Collections environment.
• Identify areas of improvement using data analytics as your source
• Increase efficiency of existing processes to contribute to a high performing team
• Review and provide insights on historical consumer and commercial collection behavior in order to determine optimal collection strategy
• Work closely with the Manager of Collections to assist in call center effectiveness, re time of day calling and workforce management
• Provide insights on specific collateral performance ie SMS and Email
• Create and improve upon existing collection strategies to optimize collection performance
• Develop performance scorecards for both internal call centre and external vendor partners for 1 st and 3 rd party performance
• Create a robust internal performance reporting dashboard to be shared at the executive level
• Present the collection performance updates on a regular cadence to all key stakeholders
• Conduct data analysis and risk segmentation to identify areas for process improvement and optimize vendor performance
• Work closely with other internal teams to ensure alignment of collection performance and policy adherence (Finance, Credit, Marketing etc)
• Collaborate closely with internal functional teams to ensure smooth delivery of initiatives within specified timelines and budgets
• Assist in developing a "best in class" customer contact strategy, and recovery process backed by the concrete analytical findings

What do we offer?

• The tools you need to succeed – including the tools for the job as well as training and development programs
• A successful and knowledgeable team to be part of and learn from
• Competitive base pay plus the ability to earn more tied to your success – the only limit is your potential
• A great benefits plan for you / your family
• Career paths so you can advance in the company
• A variety of perks for high-performing Team Members including the chance to win and be part of our annual President’s Club trip to a tropical destination
• Award-winning and one of Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team

What do you bring?

• A growth mindset: above all else, we’re looking for people who are dependable, ambitious and want to grow with Reliance
• Ability to thrive in fast-paced, dynamic settings while managing multiple tasks and meeting deadlines.
• Post-secondary education with experience in analytics and collections, preferably in a call center.
• 3-5 years of proven collections experience.
• Knowledge of operational processes, technology, and people management techniques.
• Excellent reconciliation and analytical skills.
• Skilled in engaging stakeholders and recommending improvements.
• Familiarity with call center metrics.
• Ability to identify opportunities through data analysis and performance trends.
• Strong problem-solving capabilities.
• Proficient in Advanced Excel, Word, SAP, and PowerPoint; knowledge of PowerBI and SQL is a plus.
• Proven ability to manage and motivate teams effectively.
• Excellent written, verbal, and presentation skills.
• Strong interpersonal skills for effective collaboration.
• Capable of making well-reasoned decisions that impact revenue and customer service.
• Quick learner with adaptability to changing environments.
• Self-driven with a keen sense of urgency and ability to prioritize tasks based on business needs.
• Motivated to take on challenges and seek out opportunities.

Why Reliance?
Reliance is the industry leader in providing home comfort solutions and we do just that in over 2 million customer homes across North America. Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Reliance is a $1 Billion business with 2,600 team members and we’re growing! We’re proud to be recognized as one of Canada’s 10 Most Admired Corporate Cultures. It's our team members and their relentless focus on the business, each other, and our customers that makes us great.

Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.