POSTING DEADLINE
This position is posted until filled.
DEPARTMENT
Department: Customer Operational Excellence
JOB DESCRIPTION
Customer Operational Excellence Performance Analyst
Salary Grade: G07
Minimum Midpoint Maximum
$66,267 - $87,804 - $109,340
SUMMARY:
Supports the assessment, development and improvement of Marketing and Customer service business processes. Acts as a liaison to facilitate the identification and articulation of business requirements. Researches and reports on Marketing and Customer Service best practices, as relevant to business needs. Aids in the identification of metrics that enable continuous improvement of department processes
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Supports managment in the collaborative assissment of existing business processes, identifying process gaps and inefficiences
- Acts as a liaison between external departments to help identify and translate functional requirements
- Leads independent assessments of processes, compliance, products, and services to determine gaps between current and desired specified states, using appropriate quality managament basis
- Leads and coordinates department's self-assessments
- Conducts and leads root cause analysis in support of incident investigations and process failures
- Investigate systematic performance problems, and analyzes their root causes
- Assists in the development of corrective action proposals and provides strategic direction to managment in implementing corrective action
- Identify and prioritize key opportunities for improvement to ensure they are integrated with operational and strategic planning
- Supports operations, organizations, and functional areas in the effective integration, alignment, and linkage of strategies, processes, procedures, action plans, and measurement systems
- Supports process improvement team in the theory and application of process improvement approaches as applied to core and support business processes
- Analyzes complex processes for process improvements, identifies and recommends performance metrics
- Supports the design of systems for monitoring and controlling critical path performance
- Supports continuous efforts to identify, collect, analyze, report, utilize, and improve key performance indicators and key process metric for core and support business processes
- Coaches and supports management training for operational assessments
COMPETENCIES:
- Ability to maintain positive and productive working relationships with a variety of individuals and groups
- Demonstrated leadership, organizational, and management skills
- Demonstrated interpersonal skills with strong ability to influence and build consensus
- Knowledge of organizational structure, workflow, and operating procedures
QUALIFICATIONS
MINIMUM EDUCATION AND/OR EXPERIENCE:
Bachelor's degree from four-year college or university with five to seven years related experience or equivalent combination of education and/or experience related to the discipline.
CERTIFICATES, LICENSES, REGISTRATIONS:
Certification in a relevant quality discipline by an independent national or international body preferred (e.g. ASQ, CQA, Six Sigma certification)
COMMUNICATION SKILLS:
- Ability to read and interpret business documents
- Ability to write routine reports and correspondence
- Ability to speak effectively before various internal and external constituents
COMPUTER SKILLS:
Advanced experience wtih MS Office applications and proficiency with data analysis applications and flow-charting applications
ANALYSIS AND PROBLEM-SOLVING ABILITY:
Ability to solve practical problems and deal with a variety of concrete vairables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
TXNM Energy, Inc.
Albuquerque
New Mexico United States
www.txnmenergy.com
