Job Summary
The Commercial Collections Manager II has the responsibility of providing leadership to professional employees to ensure an effective work environment and adherence to Company policies, systems, controls, procedures, customer satisfaction, and regulations while motivating the team to deliver results in support of achieving defined business goals and objectives. The manager will be over both ERCOT and MWNE active and inactive SMB and Large Commercial Industrial (LCI) collections, work with leadership from SMB and LCI leaders, and lead a team through production activities, project initiatives in a manner which enhances customers' experiences in a competitive market.

Job Description

Key Accountabilities:
• Provide management and leadership to Commercial Collections team employees who are accountable for SMB and LCI active and inactive account collections and handling a variety of customer inquiries in a manner in which enhances customer' experiences in a competitive market for both ERCOT and MWNE portfolios
• Work with management to develop, implement, and track performance metrics of all team members to ensure the effectiveness of the organization, people, and processes
• Support Legal Collections effort for high balance and high visibility commercial accounts; coordinate with internal and external legal counsels as necessary
• Serve as Commercial Collections liaison between Sales, ASU, ASM, Credit, Billing, IT and Market Relations to ensure corporate goals, and initiatives, and customer needs are achieved
• Assist employees with developmental opportunities and feedback to promote individual growth
• Provide budget oversight for the function, including guidance on salaries, organizational management, and team composition, to meet the business's goals
• Ensure essential operations are maintained during emergency conditions; ensure customers and general public are minimally impacted
• Automating and streamline processes while evaluating and shifting work to nearshore to help reduce cost

Education, Experience, and Skill Requirements:
• Demonstrate understanding/experience with Lean/Six Sigma, best practice, minimizing work concepts in Operations functions with skills or experience
• 5+ years in managing and leading teams' professional staff in a production environment and project environment with heavy deadlines and with quality
• 5+ years' experience in managing and directing large professional staff through multiple corporate projects simultaneously as well as experiences in the SDLC lifecycle
• Excellent verbal, analytical, organizational, time management and negotiation skills
• Effective performance management capabilities (vendor and team) along with a proven record of growing and leading a large team
• Heavy knowledge of the Texas Deregulation or MWNE market and deep knowledge of Transactions
• High school diploma or equivalent
• Experience gained through college degree programs and/or certifications is applicable to above skills

Key Metrics:
• Development and performance against stated departmental service level metrics
• Perform in accordance with defined operational controls and manage monthly/quarterly attestations of compliance
• Measure the effectiveness of departmental policies and operating procedures, implementing revisions to procedures as required
• Demonstrated ability to work cross-functionality and influence teams to gain commitment to a common goal
• Metrics around SLA requirements, compliance and controls

Job Family
Customer Service

Company
Vistra Retail Operations Company

Locations
Irving, Texas

Texas