Consumers Energy Customer Billing Manager in Multiple Locations, Michigan
Join a diverse and dynamic team that makes and delivers the most valuable services in the world: electricity and natural gas. At Consumers Energy, our customers are at the heart of everything we do. Our employees work around the clock to provide service to our customers in honor of our history and to fulfill our promise to Michigan - Count on Us! Consumers Energy, the principal subsidiary of CMS Energy and headquartered in Jackson, Michigan, provides natural gas and electricity to nearly 6.8 million of Michigan's 10 million residents in all 68 Lower Peninsula counties.
The Customer Billing team is responsible for ensuring that our valued customers receive accurate and timely bills. We are the customer advocate, focused on delivering improved billing accuracy through continuous improvement initiatives.
During this time of uncertainty, we are committed to ensuring the safety and health of our communities and co-workers. We are using new and innovative ways to interview and onboard new employees remotely at this time.
This role will be work-from-home until our leadership team has determined it’s safe to resume work in the office. At that time, this position may require 1-2 days/wk travel to one of CE Locations.
As the Customer Billing Manager, you will be responsible for hands-on management of daily operations to ensure that customers are provided timely and accurate energy bills. Working within the Customer Operations department you will manage the company’s customer billing operations, with 2-4 front line supervisors as direct reports (who have 10-20 team members each). You will be a key contributor of the leadership team, responsible for improving and sustaining the quality of our bills.
As the manager, you will routinely leverage and apply CE Way tools and principles to sponsor root cause analysis and process improvement initiatives with an emphasis on billing quality. You will partner with other teams such as Meter Reading, Smart Energy, Revenue Operations, Regulatory Affairs, IT, Meter Technology Center, and Business Customer Care to ensure safe, efficient and value added customer service.
In this position you will: • Deliver leadership with in-depth knowledge of principles, policies, practices, and procedures to complete difficult assignments and coordinate or lead projects.
• Perform regular reporting, analysis and auditing required ensuring and validating ongoing SOx, quality and MPSC compliance and progress toward continuous improvement and process excellence. • Additional areas of oversight include: managing O&M budget, leveraging IT systems for efficiencies and effectiveness of the operation, and KPI/scorecard deliverables to meet and exceed Billing breakthrough goals.
The location of this position is flexible. The Billing teams work mainly out of Saginaw, Lansing, and Jackson. The Billing Manager would be expected to make regular trips to these locations to stay engaged with the teams and their work.
• 8 or more years of applicable work experience.
• Bachelor’s degree in Business, Finance, Engineering or related field. Equivalent experience may be considered in lieu of degree • Proven leadership aptitude in overseeing and managing a team in order to deliver operational excellence • Demonstrated ability to successfully influence and negotiate to ensure positive outcomes in the delivery of services
• Ability to interact with internal and external clients to identify, research and analyze situations to resolve highly advanced problems
• Knowledge and/or experience in utility practices and procedures
The following knowledge, skills and abilities will set you apart: • Background in reducing defects, waste and improving processes • CE Way/Lean experience and/or training
• Experience within our Billing department, or a customer services organization
• Excellent communication skills
The Billing Manager will be responsible for supporting the day-to-day operations of the Billing department and the team leaders that support this area. It is essential that the manager provide leadership in a legal and ethical manner and ensure thir team also act in a legal and ethical manner. This manager will be accountable for the process within this department and the outcomes of them. They will be responsible for any billing related escalations that arise. The manager will help define and manage to operational metrics intended to drive continuous improvements in the department. They will manage metrics and operations by overseeing daily, weekly, and monthly operating reviews and managing escalations. A key responsibility will be managing engagement and development of the area's employees. Regular one-on-one discussions and high quality PEFD discussions will be critical to the success of the organaization and is an essential responsibility for this position.
HOURS AND TRAVEL
Meet travel requirements of the position. Work a flexible schedule, which may include evenings, weekends, holidays and overtime.
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 accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to: drive, sit, stand, walk, stoop, kneel, crouch, crawl, and use hands to finger, handle, or feel objects. The employee frequently is required to talk and hear. The employee must lift and move up to twenty pounds. The recommended maximum weight for employees to lift without the aid of other employees or a lifting device is 35 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and the ability to adjust focus. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
Position will be filled at the appropriate salary grade based upon the skills, knowledge, and experience of the selected candidate.
All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, sexual orientation, gender identity or national origin.