Job Information
TECO Energy Director CE Revenue Operations in Tampa, Florida
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POSITION CONCEPT
The Director CE Revenue Operations is responsible for executing the strategy and execution of the short-term and long-term business objectives of the customer revenue functions including accurate and timely billing, credit & collection revenue recovery, customer payments and system support. Develops and implements proactive strategies that solve business problems, drive operational, employee and customer experience excellence and promotes customer satisfaction at levels that meet corporate objectives. Plays a key leadership role in helping to implement strategic and business decision-making, problem solving, leadership development and performance management for the Billing and Credit & Collections teams. Ensure effective and efficient operations with a strong emphasis on safety, customer service, regulatory compliance, teamwork, and cost management. Responsible for successful business implementation and use of the multitude of systems responsible for delivering the customer cycle of service. Provides thought leadership to the complex functional integration issues and manages tools and resources to prioritize and deliver initiatives to drive efficiencies and productivity; possesses knowledge of the data supporting the applications and business processes; develops departmental strategies to deliver incremental value of CE business processes through continuous improvement activities and solution innovation. Ensures timely, accurate bills are created and sent to residential and commercial customers, establishes standards for rate design and accuracy for all the billing components and leverages best practices and technology to provide bills in the format best suited for the customer use.
PRIMARY DUTIES AND RESPONSIBILITIES
Plan, evaluate and recommend strategies, programs, policies, and processes for the Billing and Credit & Collections functions that align and support the overall business objectives and customer experience strategy. Assist with developing and executing the billing strategy to ensure accurate, reliable, and timely billing of customers; core billing services include electric, gas and lighting, in paper and e-bill format; envision, develop and communicate strategies, plans, and goals for the business unit. Direct the implementation of department strategies related customer payments and including electronic payment channels, customer payments, credit and collection activities, including electronic payment channels, bad debt initiatives, revenue protection, low-income projects, and overall credit policies and procedures, and the efficient dispatch of customer disconnect/reconnect orders to maximize revenue, minimize theft of electricity and avoid bad debt write-offs.
Responsible for overall functional support of “meter to cash” business processes and solution integration. Serves as the liaison between the Business Organization and Technology Services using subject matter expertise in analyzing the business needs, contributing to strategy, policies and process definition, and recommending appropriate technology solutions with an understanding of regulatory and financial impacts. Leverages the Customer Experience applications. Participates in storm response activities and directs team members in their support roles. Develop data governance practices within Customer Experience and across the organization in affected “meter to cash” functional areas. Direct revenue protection activities to maximize revenue and minimize write-offs while delivering an industry leading customer experience.
Collaborate with Customer Experience and Communications senior leadership team including peer Directors to maximize effectiveness of programs, processes and procedures related to training, quality, customer satisfaction, back-office support, etc. Works with leadership and all levels within Customer Experience teams and across the organization including Energy Delivery (Field Operations, Meter Operations), Lighting, Key Account Management, OneSource, TECO Partners, Fuels Management, Regulatory, Finance, IT&T departments to identify, recommend, and implement strategies to leverage CE solutions by aligning business operations, customer expectations, and interfacing applications to achieve strategy goals, increase process efficiency, reduce costs and create the Customer Cycle of Service. Also provides strategic direction and support to the departments above as well as within Customer Experience and to third parties that support these processes while balancing the interests of the company and its shareholders.
Works closely with the SAP CRB Center of Expertise (COE) and Information Technology for the implementation of CE solution and eco-system fixes, enhancements and upgrades. Supports the system development life cycle; provides direction and support to all CE business solution technology project efforts. Participate in IT Change Prioritization Committee to provide business input to changes being made in the CRB and integrated platforms as well as liaise with the Customer Experience function to ensure awareness and alignment.
Provide direction related to new rate design and creation, change in billing practices, and use of technology related to billing. Understand meter to cash process to provide guidance and direction on related matters and systems (i.e. Meter Data Management (MDM) and Customer Information System (CIS).
Identify and manage resources effectively to ensure that business objectives are met. Provide daily oversight, leadership, direction and coaching for direct reports. Create and maintain a customer-focused environment with a knowledgeable and empowered employee team capable of meeting the competitive challenges within their respective areas of responsibility. Evaluate and align talent to current and future business needs; mitigate talent risks; and foster a culture of continuous learning.
QUALIFICATIONS
Education
Required: Bachelor’s Degree in Business or related field.
Preferred: Master’s Degree in a related field.
Related Experience
Required: 10 years of related experience in billing and revenue related functions.
1 year experience supporting an SAP CRB landscape.
Preferred: 3 years utility and gas experience in respective functions (CS, Billing, Devices, FICA).
Supervisory Experience
Required: 5 years’ successful management experience.
Knowledge/Skills/Abilities (KSA)
Required: Demonstrated strategic analysis capabilities, leadership and project management skills. Knowledge of Customer Service functions (CS, Billing, Devices, FICA) business systems and processes. Working knowledge of utility billing, rate design and testing; project and resource planning.
Preferred: Knowledge of preparing business cases, the budget process and negotiating contracts; and TEC/PGS Customer Service business systems and processes.
Leadership Competencies
Speaks up on Safety, Health and the Environment
Takes Ownership and Acts with Integrity
Drives Operational Excellence for Customers
Builds Strong, Collaborative Relationships
Develops People and Teams
Cultivates Innovation and Embraces Change
Thinks Strategically and Exercises Sound Judgment
#LI-SAC
TECO offers a competitive Benefits package!!
Competitive Salary 401k Savings plan w/ company matching * Pension plan * Paid time off Paid Holiday time * Medical, Prescription Drug, & Dental Coverage *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!
STORM DUTY REQUIREMENTS....Please make sure to read below!!! Responding to storms will be considered a condition of employment.
TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.
TECO Energy is proud to be an Equal Opportunity Employer.
TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.
In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.
Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.
Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.
Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.
Nearest Major Market: Tampa
Job Segment: Operations Manager, ERP, SAP, Project Manager, Operations, Technology