Manager, Payment Processing

Job Summary:

Reporting to Revenue Management Director; this position is accountable for the leadership of the area which includes managing all payment processing, motivating, leading , guiding and developing payment processing team; manage contractual relationships with financial institutions, provide strategic direction for payment processing team, partner with energy assistance agencies, coordinating with other departments such as Finance and Information Technology  and oversees process improvements. The Manager will be in charge to Payment Processing Team.

Job Description:

• Manages all payment processing functions for LUMA Energy.

• Motivates, leads, guides, and develops payment processing team to meet or exceed goals.

• Manages contractual relationships with financial institutions providing processing services for LUMA.

• Provides strategic direction for payment processing team to partner with Finance, Information and Technology, Call Center leadership, and other departments regarding key business functions.

• Leads team to ensure timely and accurate processing of payments.

• Partner with energy assistance agencies to support customer access to funds, while seeking to increase program access

• Oversees process improvements to drive cost savings for payment processing and related department functions.

• Provides data analytics to identify customer trends and supports enhancements for payment channels.

• Manages team and provides oversight to monitor cash balances and reconcile transactions.

• Supports collaboration and communication across multi-functional teams including Customer Experience, Finance, Information and Technology, and Regulatory.

• Documents and share customer studies that consist of both qualitative and quantitative research steps.

• Fosters lifelong learning among team members and enhance the knowledge and experience of the team

• Facilitates continuous customer experience improvement across the organization.

• Partners with the Voice of the Customer team to develop journey maps to address the customer experience story and identify pain points and improvement opportunities.

• Follows all policies and procedures.

• Performs other duties as assigned.

• Performs major storm restoration work and associated drills as assigned.

Additional Job Description:

Education

• Bachelor’s degree in Finance or Accounting or related area

• Preferred - Master degree in Finance or Accounting

Experience

• 7 Years of experience in finance, accounting, management, customer service payment processing or similar field of increasing leadership

• General knowledge of electric utility business processes

• Extensive knowledge of financial controls and banking systems

• Preferred project management skills and experience in managing multiple initiatives of various scope and size

• Advanced business process analysis and data analytical skills 

• Strong written and verbal communication skills to provide information in a clear, concise, and timely manner 

• Strong facilitation skills to guide cross functional teams to a desired end result 

• Strong organizational skills to work independently in a complex and dynamic environment 

• Self-motivated problem solver who constantly looks for opportunities to continually improve the business 

• Business analysis and documentation projects including problem definition, requirements definition, business process modeling, reporting, data analytics, business cases, and actionable recommendations 

• Communications and presentation experience to senior leaders

• Quality assurance, data analytics and process improvement experience

• Project management experience; planning, executing, controlling, closing

• Proficiency in Microsoft Office Applications (Word, Excel, Outlook