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.
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 acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.
National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.