Manager Credit and Collections
Description
The Credit and Collections Manager leads a team of approximately 23 employees including four supervisors responsible for collection activities supporting the C&C strategy. The C&C manager has four distinct teams supporting 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 will also be 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.
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
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
Southern Company Gas provides for the energy needs of millions of U.S. households and businesses. As the largest natural gas-only distribution company in the United States, with more than 150 years of history behind us, we're working to ensure that Americans have access to an abundant, safely delivered supply of natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.
Southern Company (NYSE: SO) is America's premier energy company, with 46,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million customers through its subsidiaries . The company provides clean, safe, reliable and affordable energy through electric operating companies in four states, natural gas distribution companies in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications . Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top energy companies in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at www.southerncompany.com.
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Job Type: Standard
Primary Location: Illinois-Metro Chicago-Naperville
Operating Company: Nicor Gas
Job Type: Standard
Travel (Up to...): Yes, 25 % of the Time
Work Location(s):
G O Naperville - 1844 W Ferry Rd. (1844NapervilleCODE)
1844 W Ferry Rd.
Naperville, 60536
Req ID: GAS2004309
