Severn Trent Services Senior Manager-Billing and Meter Reading Services in Katy, Texas
The Senior Manager - Billing and Meter Reading Services is responsible for successfully leading a team of around 30-35 professionals who perform billing and meter reading services as well as implementing and guiding the teams through new technical solutions. The team is responsible for reading and processing invoices and payments for approximately 130,000 connections
Allocates work and provides technical direction, assistance and training to other personnel. Makes recommendations on employees regarding hiring, performance management, salary changes, promotions, transfers and terminations. Coaches individual and team performance and improvement.
Define and Trains employees on SOPs and safe work practices.
Provides management oversight for billing systems adjustment including credit refunds, deposit refunds, deposit transfer balances, delinquent account collection and write-offs, corrected bills and other debit/credit adjustments.
Serves as functional expert related to billing related technology and system implementations. Hands on experience of implementing billing platforms preferable in house or through an outsourced managed service provider
Develop and monitor suite of KPIs to measure and manage the performance of both the meter reading and customer billing functions. Identify and implement actions to improve performance where applicable
To help develop best in class service offering to our clients in terms of convenience and customer experience (e.g. electronic billing, pay by phone/text, payment portals and online customer account functionalities) working closely with the customer care team.
Serve as change leader related to systems and process improvements. This role will specifically require a full review of processes and the documentation of billing processes, system security, audit trails and governance to support execution of billing and meter reading services. Process optimization experience highly desirable
Assist with unusual billing and customer requests or complaints.
Ensures billing system technical specifications are current and maintains all billing systems.
Maintains regular contact with outsourced billing system provider and clients to gather and address feedback related to customer service, billing, adherence to contract and other concerns.
Other duties as assigned.
Education/Experience : BA/BS Degree in a related field and 8+ plus years of experience in utility billing and billing systems with at least 4 years of those years managing teams. Experience with managing meter reading operations are preferred.
Technical : Advanced analytical skills. Advanced proficiency with Microsoft Office applications & internet. Ability to work with basic office equipment & phone systems. Ability to work with numbers, including calculations & cash handling. Working knowledge of billing and payment processing. Familiar with rate orders & contracts. Billing implementation experience preferable.
Communication : Communicates clearly & professionally. Contributes to a positive internal & external customer experience. Maintains composure in challenging situations. Collaborates with others. Asks for constructive feedback. Promotes a culture of diversity, respect & accountability. Challenges other through productive discussion.
Problem Solving & Quality : Pays attention to detail. Identifies & solves complex issues. Thinks “big picture” when assessing problems/opportunities. Develops innovative & creative solutions.
Managing For Results : Follows all company policies & SOPs. Delegates, prioritizes & manages the work of others. Balances competing priorities, scheduling issues & deadlines. Delivers effective feedback. Manages cost, quality & expedience.
Leadership & Initiative : Motivates & empowers others. Acts in accordance with company vision, mission & values. Takes accountability for own performance. Willing to take on additional assignments. Seeks out opportunities for leadership & development. Trains, coaches & mentors others. Champions change.
The work environment is characteristic of an office environment: sitting, standing, walking, bending and lifting are required to perform job responsibilities. The employee must occasionally lift and move up to 20 lbs.
Job ID 2018-3190
Type Regular Full-Time
Posted Date 6/26/2018
Category Customer Service/Support