Job Technical Skills – Responsible for managing the professional and administrative functions of the Customer Account Services Department. Specific responsibilities include managing high volume billing, payment, and adjustment transactions in a disciplined environment to ensure financial integrity and impeccable quality on a daily basis. Manages a team of business process analysts focused on optimization of business systems and processes throughout the Customer Services Division. Meets overall customer expectations of professional, accurate, and courteous management of their relationship with LES and the timeliness in which service is delivered. Consistent and reliable attendance is required.
Provides strategic leadership to department management and oversees the effective supervision of staff to include prioritizing and assigning work, conducting performance evaluations, monitoring employee performance, ensuring staff members are trained and cross trained, resolving conflicts, and making hiring, termination, and disciplinary recommendations.
Provides strategic oversight for multiple complex, cross-functional projects for area of assignment.
Works with appropriate departments to assess emerging ERP technologies and its potential impact and develops innovative solutions and/or enhancements to existing business processes.
Serves as liaison to other departments, external agencies, other utilities, professional organizations, governmental entities, vendors, consultants, the LES Administrative Board, etc.
Identifies needed services and manages the request for proposal process including soliciting and evaluating bids, determining vendor to be awarded, contract review, etc., and reviews the work of selected consultants and vendors to confirm the work meets requirements.
Initiative – The successful candidate takes action on his/her own without being prompted; handles problems independently; able to resolve issues without relying on extensive help from others; does more than is expected or asked.
Leading/Facilitating Teams – The individual in this position helps team develop a vision, objectives, and goals consistent with the organization’s mission while encouraging personal ownership, anticipating and resolving conflicts, and fostering an environment where team members are motivated to do their best work.
Accountability – Seeking a candidate who holds self and others responsible for goals, outcomes, deadlines, and objectives and follows through on commitments. Takes accountability for delivering on commitments; owns mistakes and uses them as opportunities for learning and development.
Project Management – The ideal candidate in this role establishes project goals, milestones, and procedures, defines roles and responsibilities, acquires project resources, coordinates projects throughout company, monitors project progress, and manages multiple projects.
Adaptability – The individual in this position maintains a positive attitude in the face of change; appropriately adjusts behavior and activities to changing conditions.
EDUCATION and/or EXPERIENCE
Bachelor’s degree in related field, and
At least seven years of progressively responsible utilities experience in area of assignment, including some supervisory experience, or
An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.