Manager, Collections and Customer Operations Support

Thank you for your interest in the BWL. We think you'll find it a rewarding and nurturing place to grow your career.

Starting Salary Range: $116,000.00 - $143,900.00

Position Summary

The Manager, Collections and Customer Operations Support provides operational leadership for critical functions within the Customer Operations & Experience department, including collections, financial analysis, administrative support, and training. This role is responsible for translating departmental goals into effective, results-driven processes that support efficiency, compliance, and service quality. The Manager oversees the development and performance of cross-functional teams, ensures timely and accurate financial reporting, and leads the execution of customer account collection activities in line with regulatory requirements. In partnership with internal stakeholders, this role supports capital planning, operational forecasting, and continuous improvement efforts to optimize performance and customer satisfaction. Reporting to the Director of Customer Operations & Experience, the Manager plays a key role in maintaining operational excellence, fiscal accountability, and a strong culture of safety and reliability.

Essential Functions

- Responsible for effective & efficient day-to-day operations, focused on short-term goals and meeting deadlines. Lead, motivate, and develop team members. Implement the strategies and plans set by the director by making them actionable tasks and internal focus on workflows, and processes.

- Manage, coach, and develop the Collections, Financial Analysis, Training, and Administrative Support teams.

- Manage, review, and provide insights on financial reports related to departmental budgets, revenue assurance, and operational KPIs.

- Direct the planning, preparation, and ongoing oversight of Customer Operations & Experience O&M and Capital Budgets, ensuring alignment with strategic objectives and cost-control measures.

- Collaborate with Finance and other departments to optimize capital allocation, improve capital investment analysis, and support initiatives that reduce organizational capital debt while maintaining service reliability.

- Collaborate with internal stakeholders on forecasting, budgeting, and financial planning to support decision-making.

- Support and facilitate training initiatives that promote safety, service excellence, and consistent performance across the Customer Operations & Experience department.

- Ensure adherence to company safety standards and practices; partner with the Safety Process Trainer to implement safety programs and track incident reporting.

- Manage training programs for the Customer Operations & Experience department, to identify training needs, define objectives, and measure effectiveness.

- Oversee administrative functions to ensure efficient support of departmental needs.

- Serve as a liaison between Customer Operations & Experience and internal departments to improve workflows and support cross-functional initiatives.

- Drive continuous improvement through data analysis, operational feedback, and team collaboration.

- Monitor workload distribution and resource planning to ensure optimal team performance.

- Develop and maintain documentation for business support processes and procedures.

- Responsible for participating in the on-call rotation to provide after-hours support and ensure continuous coverage for departmental needs

- Foster a culture of safety and compliance.

- Fiscal stewardship and department budget responsibility (O&M and Capital).

- Support internal audit, internal controls and external audits.

- Comply with all BWL policies and work rules.

- Complies with and ensures predictable and reliable attendance of all direct reports.

- Responsible for participating in the on-call rotation to provide after-hours support and ensure continuous coverage for departmental needs.

- Performs other duties as assigned by the Director of Customer Operations & Experience.

Required

Job Specifications:

- Bachelor’s degree in Business Administration, Finance, Public Administration, or related field,

or equivalent combination of education and experience.

- Minimum of seven years of professional experience in financial analysis, accounting, collections, customer service, or related field.

- Track record of continuous improvement implementations, Support committees such as rate design, rules & regulations.

- Must have a minimum of seven years in a supervisory or managerial role.

- Strong knowledge of budgeting, financial reporting, and forecasting.

- Understanding capital project funding and debt management strategies.

- Excellent organizational, analytical, and problem-solving skills.

- Proficient in Microsoft Office applications (Excel, Word, PowerPoint).

- Excellent customer service, communication, and leadership skills.

- Strong interpersonal and communication skills, with the ability to lead a diverse team.

- Ability to prioritize multiple tasks in a fast-paced environment.

- Demonstrated ability to lead cross-functional teams and manage projects.

Preferred

- Utility industry experience.

- Lean/Six Sigma certifications, ISO 50001, RCA training, etc.

- Experience with Workday, UMAX, or other ERP/CIS systems.

- Knowledge of collections processes in a regulated environment.

- Experience working with union bargaining groups.

Physical Requirements / Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Must be able to remain in a stationary position for the majority of the working day. The person in this position needs to occasionally move about inside the office environment including the use of stairs. Constantly operates a computer, and other office equipment. Ability to adjust focus, especially due to concentration on a computer screen. Must communicate frequently with other departments and employees both verbally and in writing. May need to lift and carry up to 30 pounds and/or position the body to reach items on the floor/below knee level or reach overhead. The person in this position needs to occasionally move about in industrial environments, and uneven terrain. May be required to recognize small numbers, letters, symbols, colors on prints, and/or operate field instruments/equipment.

Works in temperature-controlled office environment, with occasional work in outdoor weather conditions, and in industrial environments

Constantly works in a temperature-controlled office environment.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not to be construed as an exhaustive list of all duties, responsibilities and skills that may be required of the employee. Management reserves the right to add, remove, or otherwise alter these duties, responsibilities, and skills at any time. Why Should You Apply?

Competitive wages, employee development, and opportunity for professional growth.

Robust time off benefits including vacation, free choice, sick leave, parental leave and 11 paid holidays.

Comprehensive benefits package offered including medical, prescription, dental, life insurance, long-term disability, employee assistance program.

Voluntary benefits including vision, supplemental and dependent life insurance, flexible spending, AFLAC options, LifeLock anti-theft, long term care, tuition reimbursement, and BWL's Home Purchase Plan – Forgivable $5,000 loan for purchase of a home in Lansing.

Retirement programs including 401(a) Defined Contribution Plan (DC) (100% company paid up to 9.5 % of base salary for BU positions and up to 13% of base salary for NBU positions), 457 Deferred Compensation matches up to $2,500 per year.

Post retirement benefits offered at the respective level of coverage, co-pays and health care premium, at the same level as active employees.

Two fitness centers located on site open 24/7, work life balance program, employee assistance program, free parking and much more!

About BWL

The Board of Water & Light serves Lansing, Michigan, and surrounding areas with electricity, water, and steam. Lansing's city charter vests the BWL with full and exclusive management of water, steam, and electric services for or the city. The American Public Power Association has honored the Lansing Board of Water & Light as one of the country's best publicly-owned utilities.

The Location:

Lansing lies at the heart of the Great Lakes State and offers all the beauty and splendor of the four seasons. A haven for swimming, boating, fishing, snowmobiling, golf, and hunting, mid-Michigan is also just a couple hours from premier skiing and one of the most beautiful freshwater lakeshores in the world on our Lake Michigan Coast. Lansing itself is only minutes and miles away from two of the nation’s premier universities, Michigan State University and the University of Michigan, and boasts miles of walking, running, biking trails, Potter Park Zoo, professional sports, the arts, and fine dining.

THE BOARD OF WATER & LIGHT IS AN EQUAL OPPORTUNITY EMPLOYER