The Client Operations team delivers an excellent customer and broker experience through seamless execution of end-to-end processes throughout the lifecycle of the Customer Journey. Specifically, Client Operations ensures contract accuracy, consistency between the contract and the system, communication to customers and transaction exceptions. The team is seeking an experienced leader to oversee operations, collaborate with cross-functional stakeholders, drive continuous process improvement, and manage change during the integration of systems while providing top-tier support to the business. The role requires a high degree of collaboration with subject matter experts in several key departments together with excellent communication and leadership skills.
The Client Operations Supervisor is responsible for ensuring their team of specialists provide accurate and timely support facilitating post sales processes. This includes hands-on supervision of day-to-day tasks and deployment of resources as needed to meet company objectives.
The successful candidate must be highly organized, familiar with the sales cycles and associated processes, able to prioritize multiple deadlines and have an understanding of energy markets and NRG's product suite.
Essential Duties/Responsibilities:
- Evaluate business processes and identify opportunities to drive continuous process improvement through job redesign, workflow, automation, and elimination of waste.
- Monitor and evaluate key performance indicators to ensure Service Level Agreements are being met
- Manage a pipeline of workflow queues, schedules, and priorities, and allocate resources
- Troubleshoot and resolve enrollment and early move-out issues in a timely manner
- Supervise temporary and permanent resources employed to handle routine data entry tasks involved with the processing of transactions and terminations
- Develop & maintain a high-performing team of temporary & permanent resources fostering growth and opportunity
- Interact regularly with other departments such as Sales, Pricing Operations, Legal, Contract Administration, Transaction Management, Billing, and Customer Service to help ensure timely and accurate responsiveness
- Ensure team members are trained on current products and processes
- Ensure team compliance with internal policies and business rules at all times
- Other duties as required by business needs.
Working Conditions:
- Hybrid; 3 days in the office per week
- Travel could be expected no more than 25%
Minimum Requirements:
- Bachelor's degree or equivalent experience
- Three or more years experience in the retail energy industry
Job Knowledge, Skills, and Abilities:
- Knowledge of the utility and/or the deregulated energy or telecommunications industry
- Ability to recognize critical business needs and determine the appropriate course of action while remaining aligned to the overall strategic vision
- Ability to prioritize both routine and unpredictable work activities, identify exceptions, and recommend solutions to leadership
- Proficient communication skills and experience communicating with cross-functional departments in both oral and written form.
- Works well under pressure, remaining focused and calm in the face of distractions and changing priorities
- Excels in building relationships with all stakeholders in the contracting process (including Sales, Legal, Risk, Credit, Pricing, etc.)
- Excels in the execution of multi-task assignments.
- Ability to quickly conceptualize and assimilate data to make decisions and take appropriate action.
- Ability to work effectively in a team-oriented environment.
- Adapts effectively to new and changing environments.
Preferred Qualifications:
- Knowledge of Siebel, SAP CCS, and Microsoft Tools.
- 3 or more years of supervisory experience is a plus
- A minimum of 3 - 5 years of experience in analyzing and developing business processes and participating in business processes and system improvement efforts is preferred
NRG Energy, Inc.
1201 Fannin Street
Houston
Texas United States
www.nrg.com/home.html
