Program Manager - Customer Svc Compliance

Job Title: Program Manager - Customer Service Compliance

Department:  Customer Service Budgets & Compliance

Reports to: Manager - Compliance & Budgeting
Location: In Office,  Kirkwood NY, Rochester NY

The base salary range for this position is dependent upon experience and location, ranging from: $92,185.60 - $115,232

Job Summary

The Program Manager of Customer Service Compliance is responsible for providing senior management with consistent, accurate and relevant business data to enable continued business performance analysis and informed business decisions.  This includes creating and maintaining key performance indicators, sustainability reporting, records retention programs, and regulatory required reporting.  This position will play a key role in integrating multiple departments together to ensure the company meets or exceeds its compliance obligations and regulatory metrics and rate case filings.

Key Responsibilities

• Manages and oversees various regulatory obligations as they impact Customer Service, including but not limited to reviewing filings for accuracy, compliance and completeness, tracking, and overall administration.

• Ensures compliance to all regulatory driven rules and regulations, particularly collections and billing related processes. Prepares all necessary documentation, providing regular updates to key stakeholders.

• Provides leadership on various programs, projects and initiatives to ensure process and procedure compliance with regulatory, quality, safety, and sustainability standards / certifications.

• Identifies and initiates requests for enhanced system/application functionalities to meet regulatory obligations, with a focus on automation where possible.

• Leverages strong knowledge of system capabilities to drive effective business and collections processes

• Collaborates with multiple business areas within Customer Service, as well as Regulatory, Information Technology, and other key business areas

• Acts as a primary liaison between Regulatory and the business on existing and to-be processes, providing gap analysis, along with system and functionality efficiencies and effectiveness, with a concentration in optimizing strategies with regulatory requirements

• Provides expertise and immediacy of decision making

• Effectively communicates with management/executives as well as at the front-line level to drive decisions with compliance front of mind

• Coordinate discussions of Customer Service Performance goals and propose scenarios for operational performance;

Required Qualifications

• Bachelor’s degree with 5 years of relevant experience or significant and advanced experience in this specific field for over 10 years required.

• Demonstrated track record leading cross-functional teams on assignments with high visibility

• Advanced proficiency in Excel, PowerPoint, Word, Microsoft Office Suite

• Ability to understand and analyze regulatory filings along with customer service standards/rules, translating to business and system functionalities and processes

• Excellent oral and written communications skills

• Excellent problem solving and analytical skills, with an ability to work with all levels of the organization.

• Demonstrated effectiveness facilitating teams across functional areas

• Proven ability to manage multiple deliverables on-time

Preferred Qualifications

• Experience in the implementation and coordination of operational processes review and improvement.

• Experience with SAP or similar application

Competencies (this is standard for all jobs)

• Growth & Continuous Improvement

• Initiative & Change

• Focused on Results

• Customer Centric (internal and/or External)

• Communication

• Collaboration

• Leadership (people managers/leaders)

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country

AVANGRID’s employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any