Manager of Billing and Customer Operations, Nat Gas (Hybrid)

Mansfield Oil Company
 Houston, TX

The Manager of Billing and Customer Operations directs the activities and strategic goals related to the Customer Care Team for Mansfield Power and Gas. Responsibilities include the accurate set-up and timely billing of customers serviced on twenty-three utilities utilizing both standard systems and complex models. The Manager of Customer Operations also manages responding to inquiries from stakeholders, resolves billing issues and leads the A/R collections process.

Responsibilities

Collections Leadership

  • Define and execute clear vision, goals, and objectives for all collections initiatives that support company goals and objectives
    • Define and execute individual goals to be achieved yearly, monthly, weekly, daily
    • Work with other leaders as needed in credit and collections related issues
    • Represent Collections department in managerial and leadership meetings
  • Develop a clear strategy to keep team members focused on high performance throughout the year
  • Utilize weekly accounts receivable reporting to measure KPI’s and make necessary adjustments for meeting goals and making improvements
  • Serve as escalation point for staff in the event an account is in default and designated for disconnection.
  • Continually monitor, evaluate, and adjust strategies for the collections department to examine and improve key processes
  • Develop clear collections departmental strategy to achieve measurable and financial goals
  • Coordinate team member scheduling and staffing to ensure excellent customer service
  • Provide a regular feedback strategy for the department to evaluate results and make improvements
  • Reporting
    • Quarterly reporting of legal status accounts to leadership
    • Weekly reporting of accounts receivable totals and metrics to team, leaders and Executive management
    • Develop and utilize reporting as needed to measure KPI’s and make the needed adjustments
    • Work with corporate shared services to file insurance claims for insured accounts

Coaching and Mentoring

  • Develop hiring skills and strategies to hire top quality talent to drive the success of the operational accounting department now and in the future
  • Develop clear goals for staff each year that support company goals and objectives
  • Develop a coaching strategy for staff to achieve or exceed goals and objectives
    • Regularly review performance with staff
    • Help staff focus on what is within their control to achieve success
    • Celebrate success
    • Quickly address performance issues in a constructive manner
    • Create positive accountability and follow-up to achieve goals
  • Training
    • Ensure ongoing training of staff using corporate training manual and materials, passing of information taken from leadership training, and departmental training, both specific to Customer Care, Collections and other teams

Operational Leadership

  • Develop clear vision, goals, and objectives for the department that support company goals and objectives
    1. Ensure that individual and departmental goals are in alignment with Mansfield Power and Gas goals
    2. Document processes
    3. Develop and execute a succession plan to ensure operational leadership stability and growth
  • Develop a clear strategy to keep team members focused on high performance throughout the year
  • Reduce manual processes through automation, technology, or training to grow and scale the business
  • Ensure Customer Care and Billing are efficient and accurate across all markets.
    1. Audit pricing and customer set-ups on a regular basis to identify errors
    2. Provide close billing oversite for strategic accounts
    3. Initiate problem solving for staff and other departments related to billing, counterparty check out, and other departmental issues as needed
  • Implement a strategy for Customer Care to examine and improve key processes used every day
  • Develop clear strategy to achieve measurables for Customer Care
    1. Interact with all relevant Mansfield Power and Gas departments daily to maximize profitability and customer retention
  • Coordinate team member scheduling and staffing to ensure excellent customer service and response is achieved
    1. Create effective cross training to ensure that middle office needs are always met
  • Provide a regular feedback and strategic leadership for the middle office functions and other Mansfield Power and Gas departments to evaluate results and make improvements

Other Duties as Assigned

Position Requirements

Formal Education & Certification

  • Bachelor’s Degree in business or related field
  • MBA a plus

Knowledge & Experience

  • Minimum 5 years of experience in progressive roles within the retail/wholesale energy industry, preferably Natural Gas
  • Strong understanding of mid-office control processes and procedures
  • Knowledge of commonly used concepts, practices, and procedures within billing or customer care processes
  • Excellent Microsoft Office Suite skills, particularly MS Excel
  • Management experience including people development skills, planning and leadership qualities

Qualifications & Characteristics

  • Ability to manage multiple priorities and multitask effectively and prioritize tasks
  • Comfortable working with large amounts of data and complex pricing models
  • Must have a strong “client service“ mindset and the ability to use collaborative approaches in achieving diverse goals
  • Strong mentoring and staff development skills combined with organizational, team-building and people skills
  • Strong analytical, problem solving, communication, attention to detail, and leadership skills combined with the ability to assume increasing responsibilities in a rapidly-changing environment
  • Ability to develop and maintain good working relationships and to interact candidly and productively with teams across organizational lines, including executive staff
  • A self-motivated, self-starter, in a fast-paced complex organization

Work Environment

  • Hybrid work environment available once training is completed – 3 days in the office, 2 days remote
  • Sitting for extended periods of time
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Support