OVERALL ACCOUNTABILITY : DEPARTMENTAL STRATEGY AND LEADERSHIP :
Assist the Director, Operations & IT to develop and implement an overall Operations strategy to support current and future products, and markets to meet delivery expectations, critical success factors and service levels to achieve productivity, efficiency, effectiveness, reliability, and compliance objectives within the organization.
Identify and assess existing and emerging operational issues and risks, and implements risk mitigation strategies.
Determine and implement action plans for best practices of company operations. Analyze and communicate department operational trends to ensure company leadership and staff are aware of and can make appropriate adjustments.
Identify business need for processes and / or systems’ improvements and review business cases justifying the changes and costs, describing the potential risks and benefits to the business / department.
Work in cooperation with other departments to continuously improve company performance and / or implement product changes or new product offerings.
Develop and monitor departmental budget, goals, metrics and performance.
CUSTOMER ACCOUNTS’ ADMINISTRATION :
Accountable for the department’s achievement of expected performance results in carrying out the departmental work, including : Customer enrollments including contract submission and handling, reaffirmation processing activities, enrollment of the customer with the utilities and letter management
Effective handling of all customer data including confidential account information, meter data and billing information.
Transaction processing, data clean up and integrity, and follow up with customers and utilities on complex account issues.
Information management and reporting in support of new programs or services / products.
Financial and statistical reporting for regulatory, sales, finance and corporate performance purposes.
Ensuring the integrity of data and system controls.
Tracking customer-related success metrics.
Ensuring all processes are completed accurately to meet timelines for commissions.
Ensure the Operations Department performs and adheres to administration processes related to customer contracts in response to customer requests.
Improve the efficiency of activities while ensuring consistent application of policies, procedures and processes between lines of business and geographic locations.
Maximize customer renewals by managing, implementing and tracking the success of various marketing renewal plans. This includes providing direction and feedback to vendor responsible for outbound renewal calls.
MARKET EXPANSION :
Undertake any license applications and oversee the implementation of licenses with the regulatory board and utilities
Oversee system testing with new utilities in new territories as well as for changes in systems or vendors to ensure the integrity of the customer data management.
SYSTEM OPERATIONAL CONTROL AND OVERSIGHT :
Oversee departmental staff’s troubleshooting of technology issues and escalates to IT as required
Ensure data integrity.
Review specifications for process and / or system upgrades and / or changes.
Oversee the implementation of systems improvement projects in conjunction with IT and other internal stakeholders.
STAFF MANAGEMENT :
Provide leadership to departmental staff by communicating and supporting the company’s vision and mission.
Recruit and select departmental staff, establish performance expectations, provide ongoing coaching and performance evaluation, recommend compensation changes in accordance with company compensation guidelines and budgets.
Recommend staff and organizational design changes and ensures succession planning.
Ensure all operation staff understand and have remained current with new processes and systems, and monitor their adherence to them.