Section Manager - Customer Meter Operations

Overview

Under the general supervision of the General Manager-O&R CMO, the Section Manager will manage, direct and control all CMO technology and meter activities (i.e. meter testing, AQL testing, meter farm, meter purchasing, meter ordering, revenue protection, field tablets and equipment) within their area of responsibility to ensure achievement of all related performance goals and standards. Manage the credit and collections group including the monitoring of the aged arrears, uncollectible balance, final bill balances, bankruptcies and Sundry billing/collections. Manage and oversee the remaining AMI activities related to complex billing and gas interruptible billing. Develop and manage a data analytics approach to improve business efficiency within the customer operations organization. Facilitates communication, collaboration, provides feedback and support to other departments to ensure understanding of related procedures. Ensures achievement of all applicable corporate goals and PSC performance metrics. Creates and implements work practices and policies, which focus on presenting courteous, efficient and quality service. Ensures compliance with all pertinent Company policies and practices.

- Commitment to the Way We Work Principles and adheres to the Companys Standards of Business Conduct and other Company procedures including Environmental, Health and Safety (EH&S), Equal Employment Opportunity (EEO), discipline, and security.

- Commit to ideals of developing a proactive, customer-centric culture to foster trust and confidence among customers and improve value for all our stakeholders.

- Plans, organizes, controls and coordinates all activities of CMO functions within area of responsibilities.

- Proactively monitors costs to achieve departmental goals within O&M and Capital budgetary guidelines.

- Develops, implements, evaluates and monitors departmental standards/strategies to ensure satisfactory completion of work assignments. Meets regulatory testing guidelines.

- Fosters high subordinate performance through training, supervision, career development planning activities and general equitable distribution of work.

- Collaborates with internal/external customers, regulatory and union officials in matters related to CMO.

- Creates efficient, effective and economical CMO policies and procedures. Reviews and evaluates current work practices and makes recommendations for improvements where feasible.

- Stays abreast of evolving metering technologies, applications and methodologies to keep the Company in the forefront of industry.

- Appropriately plans for the timely purchase of meters, transformers and/or other metering devices.

- Activates and manages the vendor Credit and Collections telephone timeline process applicable in accordance to seasonal regulatory requirements.

- Maintains compliance with all applicable regulatory agencies regarding credit /collections and sundry collections policies and procedures. Monitors the CIMS billing system focusing on credit flows for optimal performance.

- Oversight of the accounts receivable process; including large dollar specialized accounts.

- Manages and monitors the internal and external final bill collection process, including final and uncollectible accounts. Supervises the external collection agency vendor, including the procurement of primary and secondary collection agencies and acts as the company liaison with these agencies.

- Promotes and participates in the Company safety and accident prevention programs, emergency management processes and storm plans as required.

- Develops long and short-term goals for the CMO organization in accordance with organization and corporate objectives/KPIs.

- Prepares recommendations and gives presentations to all corporate management levels and the Board of Directors.

- Works with Regulatory Agencies on various issues and proceedings.

- Performs other related assignments, special projects and duties as required.

Qualifications

Required Education/Experience

- Bachelor's Degree and a minimum of 8 years of related work experience

Preferred Education/Experience

- Master's Degree and a minimum of 6 years of related work experience

Relevant Work Experience

- A minimum of 5 years supervisory experience required to include strong leadership qualities/skills, a high work ethic and the ability to positively motivate people, required.

- Must have knowledge of utility metering and distribution requirements, required.

- Must be articulate, have a professional demeanor and be comfortable dealing with all levels of management, Regulatory Agencies, union personnel, internal/external customers and contractors/vendors, required.

- Must have demonstrated work experience handling multiple assignments, changing priorities and meeting deadlines, required.

- Must possess strong decision making, organizational, interpersonal and verbal and written communication skills, required.

- Must be proficient with Microsoft Suite which includes Word, Excel, Access and PowerPoint, required.

- Experience in developing, implementing and monitoring procedures and/or business processes is required, required.

- Demonstrated analytical, project management, and budget experience, required.

- Prior experience dealing with bargaining unit employees and labor relations, required.

- Demonstrated experience with customer service and company policies and system, required.

- Must have business experience in regulatory environment, preferred.

Skills and Abilities

- Ability to analyze and interpret financial data

- Demonstrated problem solving skills

- Ability to build strong customer relationships

- Strong written and verbal communication skills

- Excellent organizational skills

- Develops and delivers effective presentations

- Ability to lead/manage others

- Ability to influence internal and/or external constituents

- Ability to represent the company with external constituents

- Instills commitment to organizational goals

- Well organized, detail oriented and flexible to handle multiple assignments

- Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.

Licenses and Certifications

- Driver's License Required

Additional Physical Demands

- The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.

- Must be able and willing to travel as needed.

- Must be able to provide off-hour, on-call support as required.