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Senior Manager, Credit Risk & Collections
Calgary, Alberta, Canada

  • Location: Calgary, Alberta
  • Type: Permanent
  • Job #17929

Location: Calgary or Edmonton preferred | Remote possibility for candidates in Toronto
Type: Full-Time

Position Overview:
We’re seeking a dynamic and forward-thinking Senior Manager, Credit Risk & Collections to lead and evolve credit risk strategies and collections performance for a leading energy provider. This role is pivotal in balancing business outcomes with customer experience—driving revenue recovery while supporting fair, empathetic, and inclusive approaches to collections.

Based in Calgary or Edmonton, with flexibility for the right candidate to work remotely from Toronto, this position will shape the future of credit and collections operations across multiple customer segments, including regulated and deregulated markets.

Responsibilities:

  • Lead the development and execution of a strategic vision for collections and bad debt performance that enhances both financial results and customer relationships.

  • Define clear, measurable objectives and initiatives that align with corporate priorities. Monitor progress and adjust plans to meet evolving business needs and timelines.

  • Use data-driven insights, predictive modelling, and AI tools to identify risk patterns, prioritize collections efforts, and support smarter decision-making.

  • Interpret operational data to improve end-to-end collections processes, reduce bad debt exposure, and enhance customer experience across all touchpoints.

  • Deliver on bad debt targets across multiple customer segments, balancing cost efficiency with compliance and customer care.

  • Partner with key departments—Finance, Customer Care, Legal, Compliance, Go-To-Market, and Risk—to ensure cohesive execution of credit and collections strategies.

  • Design and implement equitable collections frameworks that support vulnerable and Indigenous customer groups in line with the company’s values and social responsibility commitments.

  • Lead efforts to manage collection KPIs and mitigate operational risks, including dunning, disconnection, and customer drop protocols. Develop contingency plans to handle fluctuations during economic stress periods.

  • Spearhead initiatives to evaluate and adopt new technology, tools, and systems that streamline collections processes. Work closely with IT and external vendors to ensure seamless implementation and performance.

  • Oversee reporting and analysis of overdue accounts, dunning activity, recovery rates, and the overall impact of bad debt—providing strategic insights to leadership.

  • Develop talent through coaching, mentoring, and training. Promote a culture of accountability, continuous improvement, and operational excellence.

  • Stay current on regulatory requirements, internal controls, and ethical guidelines—especially in sensitive areas like bankruptcies and Indigenous Relations Programs.

Qualifications:

  • People management experience of 1-5 direct reports. 
  • Industry experience in the energy, natural resources, home energy services, and/or retail energy space is required. 
  • Proven leadership experience in credit risk, collections, or accounts receivable management.
  • Strong analytical and strategic thinking skills, with a passion for process optimization.
  • Deep understanding of credit risk mitigation, debt recovery strategies, and customer lifecycle management.
  • Experience with analytics platforms, collections systems, and CRM tools.
  • Ability to lead diverse teams, foster collaboration, and deliver results in complex, regulated environments.
  • Exceptional communication, stakeholder management, and decision-making skills.

We look forward to hearing from you!

Contact Us.

Whether you have an immediate need today or are preparing for a strategic hire down the road and want to determine if there is a fit, get in touch with us, and we’ll have the right member of our team follow up with you shortly.
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Creative Niche was founded on land that is the traditional territory of the Mississaugas of the Credit, the Anishnabeg, the Haudenosaunee, and the Wendat peoples, and is now home to many diverse First Nations, Inuit, and Métis Peoples from across Turtle Island. We acknowledge that we are all treaty people and accept our responsibility to honour all our relations.

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Creative Niche was founded on land that is the traditional territory of the Mississaugas of the Credit, the Anishnabeg, the Haudenosaunee, and the Wendat peoples, and is now home to many diverse First Nations, Inuit, and Métis Peoples from across Turtle Island. We acknowledge that we are all treaty people and accept our responsibility to honour all our relations.

To recognize the land is an expression of gratitude and appreciation to those whose territory we reside on, and a way of honouring the Indigenous people who have been living and working on the land from time immemorial. Land acknowledgements do not exist in a past tense, or historical context: colonialism is current and ongoing, and we need to centre reconciliation in our actions and in our work. We encourage our team, partners, and clients to learn about the lands in which they live and to work towards reconciliation.

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Creative Niche was founded on land that is the traditional territory of the Mississaugas of the Credit, the Anishnabeg, the Haudenosaunee, and the Wendat peoples, and is now home to many diverse First Nations, Inuit, and Métis Peoples from across Turtle Island. We acknowledge that we are all treaty people and accept our responsibility to honour all our relations.

Read more

Creative Niche was founded on land that is the traditional territory of the Mississaugas of the Credit, the Anishnabeg, the Haudenosaunee, and the Wendat peoples, and is now home to many diverse First Nations, Inuit, and Métis Peoples from across Turtle Island. We acknowledge that we are all treaty people and accept our responsibility to honour all our relations.

To recognize the land is an expression of gratitude and appreciation to those whose territory we reside on, and a way of honouring the Indigenous people who have been living and working on the land from time immemorial. Land acknowledgements do not exist in a past tense, or historical context: colonialism is current and ongoing, and we need to centre reconciliation in our actions and in our work. We encourage our team, partners, and clients to learn about the lands in which they live and to work towards reconciliation.

Read Less

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