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Company Name:
Approximate Salary:
Not Specified
Location:
Pnm Albuquerque, New Mexico
Country:
United States
Industry:
Director of Customer Serv 2017
Position type:
Experience level:
2 - 5 years
Education level:
Bachelor's Degree

MGR, CUST SYSTEM PERFORMANCE - 6086272

POSTING DEADLINE

Applications must be submitted by Mon. 12/17/18


DEPARTMENT

Department: Customer Experience


JOB DESCRIPTION

Given the financial nature of this position, this position has been defined as a position requiring a credit check.  Prior to being hired, promoted, or transferred into the position, the candidate must successfully pass a credit background check. 

SUMMARY: 

Manages the Customer System Performance group within Customer Experience.  Ensures robust adherence to regulated revenue system performance by managing standardized processes, investigating system defects and implementing corrective and preventative actions, and predicting and mitigating potential failure modes.  Accountable for leveraging a data-driven approach to decision making that benefits the customer experience and ensures accurate financial reporting.

Manages billing processes, remittance processing, revenue quality control, and revenue assurance and protection functions for PNM. 

Acts as a liaison between Customer Experience, Operations and Audit Services to plan and facilitate continuous improvement,  business performance management, and metrics tracking and reporting.  Ensures consistency between business unit strategy and goals with enterprise-wide objectives, missions, visions, and values. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Manages Customer System Performance group, establishing clear direction and expectations for both individual and group outcomes

Provides management oversight for the regulated revenue system including project management, process improvement, process maintenance, business performance management, metrics tracking, and reporting

Ensures close business unit coordination with key stakeholders to improve the customer experience and ensure accurate financial reporting

Acts as the primary business lead for Banner billing systems, responsible for working with BTS to define requirements and test any changes to Banner that affect customer billing

Manages the quality control function over the revenue cycle and billing systems

Manages the revenue protection activities for PNM and external collection agencies; administers skip-trace programs

Manages and assists the portfolio of departmental transformation projects

Directs and develops initiatives for enhanced operation efficiency and ensures team effectiveness

Ensures all operations comply with the policies, regulations, and strategic direction organization-wide

Monitors and addresses performance issues of implemented process improvements


COMPETENCIES:

Ability to maintain positive and productive working relationships with a variety of individuals and groups

Ability to think critically, solve problems collaboratively, and mitigate risk through mistake proofing and preventative actions

Demonstrated leadership, organizational, and management skills ¿ including trustworthiness, accountability, adaptability, and effective communication (written and verbal) and listening skills

Demonstrated interpersonal skills with strong ability to influence and build consensus

Act as an employee champion with a focus on skill development and retention

Demonstrate a commitment to continuous learning and improvement

Ability to design, organize, prioritize, and schedule work assignments

Ability to direct and supervise activities of multi-disciplinary, cross-functional teams and workgroups

QUALIFICATIONS                   

MINIMUM EDUCATION AND/OR EXPERIENCE: 

Bachelor's degree from four-year college or university with seven to nine years related experience including two years of management experience, or equivalent combination of education and/or experience related to the discipline.

Master's degree is preferred

Process improvement certification and experience is preferred.

COMMUNICATION SKILLS:                  
Ability to read, analyze, write, and interpret documents, including safety rules, operating procedures, instructions, general business periodicals, professional journals, technical procedures, governmental regulations, and correspondence

Ability to effectively present information and respond to questions from various groups

Ability to effectively articulate expectations and department goals 


COMPUTER SKILLS:   

Advanced knowledge of word processing, spreadsheet, database, process mapping, and presentation software

ANALYSIS AND PROBLEM-SOLVING ABILITY: 

Ability to deal with problems involving several concrete variables in standardized and limited standardization situations.  Ability to define problems, collect data, establish facts, and develop viable and measurable solutions.  Ability to obtain and accurately analyze information.  Ability to develop solutions for difficult customer issues that satisfy customers while meeting company objectives and maintaining compliance with NMPRC rules.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.  Ability to identify the impact of company¿s high-level goals and objectives on department operations.


DECISION MAKING:

Engages in a data-driven approach to decision making that benefits the customer experience and ensures accurate financial reporting

PHYSICAL DEMANDS:

Ability to sit up to 2/3 of the time and to stand, walk, and stoop up to 1/3 of the time.  Good vision and ability to adjust focus is required.  Manual dexterity is required.  Must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT:

Office environment.


SALARY RANGE

Salary Grade: G04
Minimum  Midpoint  Maximum
$84,773 - $114,443 - $144,114


EQUAL OPPORTUNITY STATEMENT

PNM Resources and affiliates are Equal Opportunity/Affirmative Action employers.  Women, minorities, disabled individuals and veterans are encouraged to apply.


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