Applications must be submitted by Mon. 12/17/18
Department: Customer Experience
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.
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
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
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.
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
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.
Engages in a data-driven approach to decision making that benefits the customer experience and ensures accurate financial reporting
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.
Salary Grade: G04
Minimum Midpoint Maximum
$84,773 - $114,443 - $144,114
PNM Resources and affiliates are Equal Opportunity/Affirmative Action employers. Women, minorities, disabled individuals and veterans are encouraged to apply.