Director, Billing Operations

Xcel Energy•Roseville, MN

3d•Onsite

About The Position

Develop and execute overall strategy of Customer Care Billing Operations. Direct business area strategic planning, budget management, analytics, vendor management, quality assurance and talent management. Ensure high-quality performance and value through efficient bill delivery. Responsible for Sarbanes-Oxley compliance, business continuity and disaster recovery plans for billing. Build and maintain relationships within Customer Care and throughout the company, ensuring positive business outcomes and continuous improvement.

Requirements

Undergraduate degree in business, finance, communications or related discipline required.
8-10 years of experience in related business discipline.
Demonstrated experience working with cross-functional departments and teams, leading a diverse work group and effective employee engagement.
Demonstrated knowledge of Regulatory and Sarbanes-Oxley requirements.
Experience successfully managing large-scale projects, budget and employees.

Nice To Haves

Billing leadership experience

Responsibilities

Direct Billing Operations team ensuring timely and accurate bill processing meets service levels, and customer and quality assurance expectations.
Lead efforts to ensure key performance metrics are met and sustained including SOX compliance, business continuity, disaster recovery plans and industry benchmarking.
Identify and advance business and process improvement opportunities.
Support implementation of changes to enhance efficiency and accuracy in billing operation, as well as improve billing processes and systems.
Utilize new leading technology and adopt important company initiatives including technology transformations.
Explore and develop new ideas and technology to optimize operations through strategic planning.
Oversee multiple large vendor relationships ensuring maximization of productivity and utilization of technology. This includes negotiating contracts, managing vendor performance, and ensuring that vendors meet service level agreements.
Manage the budget related to vendor services, ensuring cost-effective solutions while maintaining high-quality service delivery. This includes monitoring expenses, negotiating cost reductions, and ensuring efficient use of resources.
Ensure that all vendor activities comply with regulatory requirements and company policies.
Oversee the overall department budget, including operating and maintenance (O&M) expenses and capital projects.
Manage the headcount for the billing operations team, which includes workforce planning, recruitment, and retention, ensuring the team has the necessary resources and skills to meet performance standards.
Provide leadership and support for staff development, including training, performance evaluations, and career development opportunities.
Align individual employee performance goals with strategic business priorities.
Partner with OpCo Account Management teams and other business units to ensure continuity, align on strategic goals, share critical updates, and coordinate efforts to prevent redundancy and improve efficiency. (Technology Services, Account Management, Electric Operations, Gas Operations, Builders Call Line, Regulatory, Customer Contact Center, Credit & Collections Services, Finance and Accounting).