Iberdrola USA Manager - Regional Ops Customer Service (NYSEG) # 65296 in United States
Business and Department
Scope of Work - Main duties, settings, geography, reporting relationships, other relationships:
Manages meter reading, collections, meter technical, disconnection, reconnection, and walk-in office functions in Field Customer Service.
Provides leadership and direction to achieve goals and implement change. Responsibilities include safety, reliability, customer satisfaction, cost-effective resource allocation, staff selection and development, process improvement and oversight, major project management and daily field operations activities. Coordinates and participates in problem- resolution and emergency response with other functions and subject matter experts. Ensures administrative matters such as payroll, budgets, performance reviews, safety, scheduling, and work management reports are completed in a timely and accurate manner. Requires contact with the public, contractors, union leadership, local government agencies and officials, and other utilities. The position requires extensive travel throughout region and occasional overnight travel outside region.
MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of responsibilities):
Manages gas and electric field collections, meter reading, turn on/shut off, and , meter technical, and walk-in
office functions across multiple divisions.
Directs the installation, removal, testing, connection, disconnection and reading of all meters in the area. Manages the Cash and Revenue requirements of Sarbanes Oxley Controls, and key controls with 100%
Coordinates key contract bids and awards with Procurement. Researches and resolves invoice processing
Provides leadership and direction to achieve goals and implement change. Guides and appraises work of subordinates. Rewards and disciplines as appropriate. Resolves employee relations, labor relations, and customer relations issues. With a strong emphasis on
and payments with Finance andProcurement.
developing & nurturing long- term constructive relationships with, peers, subordinates, and union leadership.
satisfaction programs. Ensures workforce meets all local, state, and federal regulatory
requirements including the Home Energy Fair Practices Act (HEFPA).
Establishes staffing strategies and manages human resources across multiple field customer service divisions.
Establishes and maintains multi-division field customer service budgets. Creates, implements, and manages multi-division field customer service safety programs. Develops, implements, and manages multi-division customer
Actively participates and manages internal resources in gas and
electric emergency response.
guidelines, and safe work procedures as established in the APM and SOPs.
Ensures compliance with applicable rules, regulations, policies,
Ensures administrative matters such as payroll, budgets,
performance reviews, safety, scheduling, and work management reports are completed in a timely and accurate manner.
Regularly interacts with the public, contractors, local
Oversee and evaluate work processes. Identifies and implements process improvements. Creates a climate of innovation, in which ideas for process improvement are continually encouraged from within the organization.
government agencies and officials, other utilities.
participates in union matters including contract development, adherence, and leads disciplinary activities.
travel. May require overnight stays.
Establishes working relationships with union officials. Actively
Travels regularly including inter-divisional and out-of-state
Performs other duties as assigned.
Competency Requirements: It is preferred that for this job, the candidate fulfills the requirements in terms of levels indicated below.
For details of the competencies and the different levels, refer to the Iberdrola Competency model below.
Education & Experience Required:
- Bachelor’s degree with 7 years relevant experience required. Associates Degree with a minimum of 10 years relevant experience or High School Diploma/GED required with 15 years relevant experience and the completion of the relevant progression program.
Managerial and leadership skills.
Creative problem-solving skills.
Strong interpersonal, communication, organization and follow-through skills.
Prior experience with project management preferred.
Ability to multi task and set priorities.
Acts as mediator/negotiator with all perspective business partners.
Ability to administer to budgets, contracts, staffing needs, performance management goals and objectives.
Demonstrated ability to coordinate with Utility professionals across the company.
Ability to develop and manage a safe work environment.
Leadership experience in a union environment preferred.
AVANGRID is an Equal Opportunity / Affirmative Action employer. AVANGRID shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, protected veteran status or any other status protected by federal, state, or local law. The Company is committed to a policy in all of its employment practices of equal opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability, religion, marital status, veteran status, sexual orientation, or other protected status.
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Company: NY State Electric & Gas Company
Department:: Field Customer Service (Regional)
Job Title: Manager - Regional Ops Customer Service # 65296
Reports to: Director, Customer Service
Location: Based in any NYSEG NY division, NY, USA
Publication date: 27.08.2018