The Sr Business Functional Consultant - Customer Accounting - FICA serves as a strategic business partner within the Business Area, providing subject matter expertise, operational insights, and process recommendations to support the overall business readiness and successful delivery of transformational or major project initiatives. Guides design of credit risk, receivables and collections processes to balance customer experience with financial control and compliance. Focused on non-technical domains, the role bridges current state operations with future state capabilities by representing functional needs, identifying gaps, and ensuring sustainable change through collaboration, communication and stakeholder engagement. This position partners with cross-functional teams, including program/project teams, Business Area leaders, and frontline supervisors, to ensure customer-centric outcomes are prioritized and operationalized effectively.
Essential Responsibilities:
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Serves as a trusted advisor for business functional teams by providing subject matter expertise across core business processes.
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Represent functional operations in program activities such as business process design, policy and procedure development and operational planning. Document requirements, business processes, business benefits/outcomes, KPIs, change impacts, and functional designs.
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Identify, assess and communicate operational impacts of proposed changes, escalating risks or misalignments as needed.
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Support business functional testing, training design and user adoption efforts if applicable, by ensuring content and approach are aligned with business realities.
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Collaborate with peers across business functional areas to ensure end-to-end process continuity and customer impact awareness.
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Champion continuous improvement by surfacing operational pain points, feedback and employee insights to inform delivery efforts.
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Provide input into performance metrics, reporting needs and post-implementation success criteria when applicable.
Minimum Requirements:
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Bachelor's degree in business or related field; or equivalent combination of training and relevant experience.
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Strong understanding of utility processes and performance drivers.
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Excellent communication, critical thinking and problem-solving skills.
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3-7 years in operations, business process improvement or service delivery.
Preferred Qualifications:
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Experience supporting business readiness or change initiatives with a focus on operational execution preferred.
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Functional expertise in accounts receivable/collections systems.
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Familiarity with credit scoring, payment arrangements, write off policies and compliance standards.
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Experience designing or supporting dunning, collections workflows and customer dispute processes.
Xcel Energy, Inc.
414 Nicollet Mall
Minneapolis
Minnesota United States
www.xcelenergy.com
