Job Purpose
• Supervise and develop a high performing and culturally diverse workforce, dealing with a broad range of retail customer account handling exceptions related to billing, service orders, finance, collections, and overall quality and accuracy controls.
• Monitor performance, quality of work, and productivity of staff
• 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.
• 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.
• Encourages innovation and challenges to existing ways of working and processes.
Key Accountabilities
• Supervise and develop a high performing and culturally diverse workforce, dealing with a broad range of retail customer account handling exceptions related to billing, service orders, finance, collections, and overall quality and accuracy controls.
• Monitor performance, quality of work, and productivity of staff
• 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.
• 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.
• Encourages innovation and challenges to existing ways of working and processes.
Qualifications
• Experience leading through change or business transformation.
• Minimum of 5 years of relevant experience in Finance Services or Bachelors in Business Management preferred
• Minimum of 3 years of people leadership experience, including direct supervision, performance management, and team development preferred.
• Experience leading a team involved in providing a transactional support service in support of National Grid's objectives a plus
• Excellent oral and written communications skills.
• Experience managing and leading the work of a team / business unit is preferred.
• Experience working in a Union atmosphere adhering to a negotiated contract aligning with Company goals or education in the area of Labor Relations preferred.
• Experience managing conflict, negotiating mutual benefit resolutions, and objectively evaluating and taking action upon a wide variety of employee situations (work and personal).
More Information
Salary
$85,000 - $100,000 a year
National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.
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.
