Senior Performance Analyst

TELUS • Waterloo, ON

5d

About The Position

Transform TELUS's bad debt recovery — lead the charge on AR excellence and drive measurable results across our Business portfolios. Join our team and what we’ll accomplish together. We are the Business Accounts Receivable Management team within Finance Assurance Operations, managing AR and bad debt across all TELUS Business portfolios. We're seeking an experienced professional to dramatically improve our bad debt performance by driving the evolution of AR processes toward industry-leading standards. As a Senior Performance Analyst, you will manage recovery situations, including third-party agency engagement and civil claims filing with TELUS Legal, while championing tools and practices for identifying, prioritizing, and tracking improvement initiatives across the team.

Requirements

• Bachelor's degree in Finance, Accounting, Business Administration, or related field
• 5-7 years of B2B collections management experience, including agency and legal collections oversight
• Agency performance review and data-driven collection strategy optimization
• Skilled negotiator with proven ability to structure payment plans while preserving client relationships
• Detail-oriented with strong process improvement and creative problem-solving capabilities
• Excellent stakeholder communication and cross-functional collaboration
• Advanced MS Suite and Excel/Google Sheets proficiency for reporting and analysis
• Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its international scope.

Nice To Haves

• Experience with managing external / third party collection agencies, managing B2B collections portfolios, experience working with internal and external counsel and a general awareness of the legal process surrounding debt collection lawsuits.
• Experience in process improvement, documentation, and financial reporting.
• Experience working with SQL

Responsibilities

• Oversee written-off accounts and drive portfolio recovery across TELUS Business Credit Services
• Manage third-party collection agencies, paralegal, and law firms; establish and monitor performance KPIs
• Negotiate vendor contracts, fee structures, and settlement agreements with corporate clients
• Develop internal collections processes and coach teams to improve performance and efficiency
• Report on collection performance metrics across multiple segments and portfolios
• Collaborate cross-functionally (Credit, Finance, Sales, Legal) on collections strategy alignment
• Integrate new collections portfolios during acquisitions and organizational changes
• Drive continuous process improvement and technology enhancements

What This Job Offers

• Job Type: Full-time
• Career Level: Senior