Manager Customer Operations
Veolia North America

Hackensack, New Jersey

Posted in Engineering


This job has expired.

Job Info


Company Description

Veolia Group aims to be the benchmark company for ecological transformation. With nearly 220,000 employees worldwide, the Group designs and provides game-changing solutions that are both useful and practical for water, waste and energy management. Through its three complementary business activities, Veolia helps to develop access to resources, preserve available resources and replenish them. In 2021, the Veolia group provided 79 million inhabitants with drinking water and 61 million with sanitation, produced nearly 48 million megawatt hours and recovered 48 million tons of waste. Veolia Environnement (Paris Euronext: VIE) achieved consolidated revenue of 28,508 billion euros in 2021. www.veolia.com

Job Description

Summary

  • The Manager of Customer Operations is responsible for the daily management and oversight of all departmental work functions for Collections and Revenue Integrity for all regulated and non-regulated business units. The manager works closely with supporting functions of Metering Services, New Business and Customer Service.

Primary Duties / Responsibilities

  • Oversee all related processes including but not limited to: aged receivables management; payment processing and reconciliation; credit/refund management; collections and billing transactions; Customer Support Programs;
  • Monitor compliance of key revenue, collection and payment processes in terms of completeness, correctness and timeliness for NJ and supporting business units.
  • Monitor compliance of revenue processes in terms of completeness, correctness and timeliness
  • Oversight of daily procedures to ensure aligned with established internal service standards; in accordance with all established policies and procedures and in compliance with all established CODIS/INCOME controls as well as the existing tariffs, contracts and regulations in effect at any given time for all business units served
  • Ensure payments and collection controls are maintained by review and sign off of applicable reports and queries as described in Control Description in the INCOME matrix
  • Establish, manage, and ensure adherence with documented operational procedures for all departmental processes.
  • Ensure all consumption charges and miscellaneous charges are billed in accordance with current tariffs and municipal ordinances
  • Ensure departmental training is maintained according to company guidelines.
  • Direct, coordinates and oversee the work of bargaining unit employees aligned with collective bargaining unit agreements and the employee policy manual
  • Develop strategies for collection to ensure that corporate objectives are met
  • Assist and implement new processes as directed by the Director.
  • Maintain all daily, weekly and monthly reporting as required by the Director of Customer Operations and complete any ad hoc reporting as and when requested
  • Manage in conjunction with the Customer Service Manager the Emergency On-Call Supervisor rotation.
  • Ability to multi task; handling multiple deadlines and small projects
  • Collate all data, as directed, required for accurate and timely reporting to Regulators
  • Assist in special projects and audits as required
  • Liaise and build effective working partnerships with key individuals, contractors, the Legal Service and other outside agencies as required
  • Conduct appraisals and hold regular reviews of performance for all direct reports
  • Provide coaching and development for direct reports and staff.
  • Implement new rate structures and process updates for both Regulated and Contract Service Business units.
  • Manages billing procedures for accounts establish with New Business
  • Support and collaborate with Customer Service Manager to ensure fluidity with departmental policies.
  • Manages billing and metering cycles in conjunction with Metering Department
  • Perform additional work functions as required.

Qualifications

Education / Experience / Background

  • High School Diploma required.
  • Degree in relevant field or equivalent work experience preferred
  • 3-5 years supervisory experience, preferably in water utility operations and billing or collections
  • Experience in Bookkeeping or Accounting
  • Experience in areas of meter generated billing, payment processing, performance benchmarking, and work management needed.
  • Customer Service experience

Knowledge / Skills / Abilities

  • Proficiency with MS Word, Excel, and PowerPoint, Google Suites, Oracle based customer service systems
  • Strong managerial and interpersonal skills
  • Highly organized and effective communications skills
  • Working knowledge of general office, banking and accounting principles
  • Ability to synthesize data and translate insights into relevant, usable, actionable, strategic and tactical recommendations essential to drive performance
  • Ability to create and implement process improvements
  • Ability to create and maintain accurate reports and records
  • Effective time management skills

Additional Information

VNA is committed to the principles of equal employment opportunity. VNA's practices and employment decisions, including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person's sex, race, color, religion, ancestry or national origin, age, disability, marital status, sexual orientation, pregnancy, veteran status, citizenship status or other protected group status as defined by applicable law.

VNA gives fair consideration to all qualified individuals and affords all employees and applicants opportunities for advancement according to their individual abilities without regard to membership in any applicable protected category. No opportunity for hire, advancement or any other condition of employment will be diminished through unlawful discriminatory practices.



 


This job has expired.

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