Manager, Account Management Operations

About us

 

Superpowered. Meaningful work. Human impact. A story we're proud to tell. This is what matters to us at National Grid.  In a world of complexity and unanswered questions, there is one thing we're certain about: the power of our people. Join us in our goal to deliver 100% fossil-free heat to our customers by 2050!

National Grid is hiring a Manager, Account Management Operations in Northboro, MA
This is a Hybrid Role - Must live within a commutable distance to one of our locations

 

Job Purpose

 

Manage the operations and performance of the Account Maintenance & Operations (AMO) Northboro department in order to ensure high levels of quality, performance, revenue control, and customer satisfaction across all account handling and management processes.
 

Key Accountabilities

 

• Oversee teams dealing with a broad range of retail customer account handling exceptions related to billing, service orders, finance, collections, and overall quality and accuracy controls.
• Oversee the management of specialized account activities and programs such as account initiation (AI), bill corrections, landlord agreements, summary billing, bankruptcy, contract & rider discounts and charges, final bill disputes, financial / low-income assistance, tax exceptions, special protections, advanced consumption, zero / seasonal use, access to meters, returned mail, shared metering, and cross metering.
• Assist in the development and maintenance of financial & quality controls, metrics and processes to drive quality, maximize controls, minimize irregularities, and drive efficiency while absorbing, capturing and applying best practices within the function. 
• Recruit, motivate and develop teams to inspire commitment and engagement in maximizing value, customer satisfaction and cultural change to result in long term performance. 
• Review, challenge and revise policies and processes to ensure they are compliant, fit for purpose, drive business value, improve customer satisfaction and are in line with strategic business objectives.
• Utilize peer group network across relevant National Grid functions in order to absorb, capture and apply best practice within the function. 
• Maintain and develop activities and processes which provide regulatory, audit, SOX and tax compliance, for billing maintenance and operations on time and in line with National Grid policy
• Encourages innovation and challenges to existing ways of working and processes. 
• Translate policy into processes and procedures that drive greater efficiencies for National Grid and ensure compliance with accounting, reporting and regulatory standards and requirements.
• Challenge existing processes and continuously seek ways to do things better in order to drive greater efficiencies for the business through a focus on accuracy, productivity and customer service.
   

 

Qualifications

 

• Professionally qualified with knowledge and experience (4 – 6 years) of billing/systems, customer service, information systems (IS) or finance. Ideally experience of working in a shared services environment, integrating with other functions. 
• Knowledge of regulatory tariff and rate structures highly desirable.
• Experience in managing a large union workforce and interactions with union leadership preferred.
• Experience managing teams in a high volume / target driven operational function by leading, inspiring and motivating large operational teams.
• Strong understanding of key business drivers and external commercial environment.
• Demonstrates the ability to translate National Grid policies into processes and procedures and address multiple layers of a problem and balance the value of alternative solutions. 
• Demonstrates strong negotiating and influencing skills with the ability to make persuasive arguments for change.
• Understands how best to utilize teams, processes and contracts in order to drive greater performance, taking into account the wider business context.
• Demonstrates ability to provide direction, the appropriate structure and effective resourcing to ensure high levels of performance.
• Able to communicate rationale for change, as well as delegating to the team. 
• Demonstrates ability to build an independent opinion of needs, problems and/or opportunities and design appropriate solutions
   

More Information

 

Salary
$128,000 - $151,000 a year 
Salary commensurate with location and experience

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acqu