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Performance & Analytics Manager 2 Lansing Square, North York, ON M2J 4P8, Canada Find Your Limitless with Reliance By joining Reliance as a Manager, Performance & Analytics, youll 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 youre ready to find your limitless - join us! What will you do? Lead a small team of 1-3 analysts responsible for analyzing and optimizing 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 to determine optimal collection strategy. Work closely with the Manager of Collections to assist in call center effectiveness, including time of day calling and workforce management. Provide insights on specific collateral performance, e.g., SMS and Email. Create and improve upon existing collection strategies to optimize collection performance. Develop performance scorecards for both internal call center and external vendor partners for 1st and 3rd party performance. Create a robust internal performance reporting dashboard to be shared at the executive level. Present collection performance updates regularly to all key stakeholders. Conduct data analysis and risk segmentation to identify areas for process improvement and optimize vendor performance. Collaborate closely with other internal teams to ensure alignment of collection performance and policy adherence (Finance, Credit, Marketing, etc.). Assist in developing a ''best in class'' customer contact strategy and recovery process backed by concrete analytical findings. What do we offer? The tools you need to succeed, including job-specific tools and 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 and your family. Career paths for advancement within the company. A variety of perks for high-performing Team Members, including the chance to win and be part of our annual Presidents Club trip to a tropical destination. Award-winning and recognized as one of Canadas Most Admired Corporate Cultures with a proudly diverse and inclusive team. What do you bring? A growth mindset: above all else, were looking for dependable, ambitious individuals who 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? As a leader in home services and energy-efficient solutions for over 60 years, Reliance Home Comfort (Reliance) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and Team Members seeking a rewarding, inclusive workplace. With over 2 million customer relationships, Reliance is a trusted source and has become one of Canadas largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Headquartered in Toronto, Reliance employs a workforce of over 2,700 Team Members across 28 branches in Canada and two locations in the United States. Reliance has been certified as a Great Place to Work in 2024 and has been recognized as one of Canada''s Most Admired Corporate Cultures by Waterstone Human Capital for four consecutive years since 2019. Reliance remains focused on sustainability, workplace safety, wellness, diversity, inclusivity, and prudent governance. 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. For more information, please visit #LI-Hybrid #LI-SS1 Other details Pay Type: Salary Apply Now 2 Lansing Square, North York, ON M2J 4P8, Canada Share this job: #J-18808-Ljbffr