JOB SUMMARY
The Credit and Collections Manager leads a team of approximately 20 employees including three supervisors responsible for collection activities supporting the C&C strategy. The C&C manager has four distinct teams, Revenue Protection, Customer Contracts, Credit Investigations, and Bankruptcy, which support the overall collection efforts. This manager works across all teams to achieve a common goal of moving and keeping customers out of debt. To accomplish this, the C&C manager must collaborate with partners across multiple areas of Southern Company Gas. In addition to demonstrating role model leadership for the team, the C&C manager partners with peer leaders to strategically advance our business initiatives to achieve operational excellence with core business objectives and goals. Having a good pulse of day-to-day operations will be key to delivering on our business results. It is critical that this position manages credit processes and ensures compliance with all Federal and State regulations and in depth understanding of the Illinois Commerce Commission Part 280 rules.
This position is also responsible for meeting performance strategy, policies and procedures set for Credit and Collections under Southern Company Gas. Directly responsible for the effectiveness of the Credit Department and developing recommendations around business process and system improvements that increase customer satisfaction and decrease customer debt. This individual will be driving the Credit and Collections digital transformation as well as providing support to CX digital transformation.
JOB DUTIES & RESPONSIBILITIES
Functional Expertise:
- Understand industry, regulatory and legal requirements for the Credit areas - Meet performance strategies set by senior management - Manage vendor relationships - Manage compliance with federal and state laws - Maintain expertise in the Company’s CIS business and system process to provide business rules and technical feedback to IT regarding Illinois Commerce Commission (ICC) and legislative requirement changes - Manage staff to maintain a clear understanding of standard practices, policies and compliance requirements - Manage staff selection, retention, and development - Develop departmental employee performance metrics - Provide resolutions to customer issues through direct contact or guidance to staff - Monitor and measure operational performance against established goals and metrics - Support the efforts of all projects by providing project leadership expertise and guidance to the project team. Business Acumen:
- Sound decision making skills - Align work processes in compliance with Credit’s policy and procedures - Influence business decisions through root cause analysis, process validation, best practice research, and timely communication - Display a high level of initiative and strategic thinking to create, implement, and support new ways of doing business and process improvement opportunities - Implement best practices to improve the customer experience - Maintain competency in standard practices, policies, and compliance requirements - Communicate with multiple levels of the organization - Conflict management and resolution - Ability to lead and manage continuous change - Ability to use sound discretion concerning confidential and sensitive issues and information - Takes personal responsibility for learning and supporting business objectives Engagement: - Possess excellent interpersonal and communication skills to influence and motivate change - Lead meetings with peer groups and leadership to discuss business objectives - Follow organizational policies and procedures and ensure staff is complying - Excellent human relation skills necessary to lead, coach, train, inspire and motivate employees - Coach employees to higher levels of success - Good interpersonal skills which demonstrate the ability to foster working relationships with directors, peers, and customers - Management of all collection activities and coordination with field operations - Provide effective direction and communication necessary to achieve departmental goals - Provide a positive and supportive environment that encourages productivity and safety - Work with IT and regulatory on interpretation of changes from the Illinois Commerce Commission. Driving Results:
- Establish goals and objectives for business unit and related departments - Implement follow-up activities to monitor and measure progress - Accountable for employee performance management and mentorship - Accountable for employee development and coaching - Monitor and evaluate credit activity to ensure timelines and expectations are met - Responsible for driving results, setting expectations, prioritizing work, evaluating results, and taking corrective action as needed - Meet departmental goals on a consistent basis - Support Project Team Lead to ensure accuracy, goals and project timelines are met - Continuous involvement with ICC and Consumer Advocate groups on changes requested or required by Southern Company Gas. JOB REQUIREMENTS Education Requirements: Required: - BA/BS Degree in Business-related or equivalent field - 5-7 years combined experience with utilities and Customer Care Preferred: - Equivalent academic education and work experience; High School Diploma Experience Requirements: Required: - 4-5 years of supervisor/manager experience - Related experience in the energy industry - Related Credit and Collections experience with the Illinois Commerce Commission Part 280 regulations - Excellent Customer Information System (CC&B) business process and system skills and experience Preferred: - Equivalent education and work experience Knowledge, Skills & Abilities: Required: - Excellent written and oral communication skills - Ability to identify and communicate business and customer trends and issues - Conflict management - Working knowledge of the IBEW contract - Customer Information Systems (CC&B) - proficiency - Project Management and experience with system changes. Disclaimer: This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.
