Senior Manager, Large Customer Accounting Services

Job Title: Senior Manager, Large Customer Accounting Services

Work Place Flexibility: Hybrid 

Legal Entity: Entergy Services, LLC 

JOB SUMMARY/PURPOSE:

Oversees all activities related to Entergy’s customer’s billing, including billing exceptions, account maintenance and set-up, billing reads, edits, and tampering, to record approximately $3B in revenue. Provides leadership and supervision of the commercial, government, and industrial customer invoicing and accounting billing staff and acts as a point of contact for all escalations involving billing inquiries and complaints.  Provides direction for invoicing policies, procedures, processes, controls, and systems.  Works closely with all operating companies and cross-functional departments to ensure compliance with all policy, rules, and regulations, as well as resolves conflicts between work groups and takes accountability of performance results for the organization. 

 

JOB DUTIES/RESPONSIBILITIES:

• Leads and manages all function/system processes for the billing of our large customer accounts across the enterprise for commercial, government, and industrial customers.
• Directs a substantial amount of cross-functional coordination for rate calculations, including special program rates, and usage data collection to ensure accuracy of customer bills.
• Manages and interprets large amounts of complex data to create billing strategy and streamline processes to produce accurate and timely bills.
• Effectively utilizes continuous improvement tools and systems to drive efficiencies.
• Collaborates with account managers to mitigate billing inquiries, complaints, and escalations.
• Leads a highly collaborative cross-functional team to develop a billing strategy that delights customers through exceptional billing accuracy and best-in-class customer service.  
• Converts strategy into action by optimizing utilization of people, process and technology to drive cost-effective enhancements on an enterprise scale, including Entergy’s commercial, governmental & industrial customers, and Major Accounts Billing.
• Diagnoses in billing process and systems and develops operational plans to reduce billing exceptions and cost of processing, while optimizing internal and external customer satisfaction.
• Operates effectively in a highly matrixed environment in providing leadership and support to Entergy account management and customer service support and promote strong lines of communication with the Customer Service organizations.
• Utilizes expertise in SOX controls to instruct workforce on compliance standards and puts appropriate controls in place to ensure adherence.
• Effectively leads a team of 8-10 direct reports with a total of 20-25 employees.
• Advises managers across Billing/M2C on best practices to maintain budgets, including cost tracking and adjustments to remain within budget guidelines.
• Delivers training to peers and workforce on relevant regulatory billing practices and guidelines for electric and gas services across five distinct service territories.
• Develops and deploys performance scorecards that assess teams and team members on strategic and operational metrics that matter to drive success.   
• Represent billing in cross functional projects and transformation activities, including subject matter experience for the creation of customer journeys.
• Promotes a culture of inclusivity where team members embrace safety, continuous improvement, and customer satisfaction as their top priorities.  

 

Minimum education required of the position:

• Bachelor’s degree in accounting, Math, Economics, Finance, or Business is required or equivalent work experience. Master of Business Administration degrees is a plus.

 

Minimum experience required of the position:

• 10+ years relevant experience in billing operations or service delivery.
  • 12+ years equivalent experience without degree.
• 5 y