Ldr Meter to Cash

NiSource•Merrillville, IN

About The Position

Meter to Cash is a business unit within the Customer Programs and Billing organization and is part of the NiSource Regulatory business segment. The Meter to Cash organization has responsibilities across all six states and is responsible for successful execution of over 100 million customer transactions annually. Meter to Cash teams work with business partners across NiSource to develop comprehensive customer processes across organizational lines. Meter to Cash business unit includes the following teams: Meter Reading and Field Collections; Customer Account Billing; Gas Measurement Billing, Payment Processing; Revenue Recovery; and Printing & Inserting. This business unit is comprised of a diverse work group consisting of office employees, field employees, and production employees. A Leader within Meter to Cash will be assigned a team or teams of responsibility and may move across the various departments within Meter to Cash as business needs dictates or for development within the business unit.

Requirements

Bachelor's Degree or comparable industry related work experience
Experience in leading a team
Develop and maintain a culture of safety and inclusion & diversity
Implement processes that drive sustained improvements in customer experience for Meter to Cash processes
Execute and lead change initiatives
Identify and implement new process, techniques, and standards that drive process improvement
Participate in regulatory initiatives
Manage and monitor workload to ensure goals are achieved while supporting quality and training initiatives
Maintain and build effective, cross functional working relationships across NiSource including effective relationships with HR, IC, Accounting, Legal, Union leadership (where applicable), etc.
Maintain and build effective contractor and vendor relationships
Develop and execute on coaching and performance management plans
Develop skilled and engaged team members and leaders
Involvement in IT projects
Ensure the timely delivery of department projects
Knowledge in Meter to Cash, customer experience, commercial or other customer focused processes
Demonstrated ability to identify, communicate, and resolve problems
Demonstrated commitment to continuous improvement
PC software proficiency (Word, Excel, Powerpoint)
Proven ability to work across departments and all levels in the organization collaboratively to resolve issues, drive projects to closure, achieve desired results/goals, and/or implement change as needed.
Excellent oral, written, presentation and listening communication skills
Relocation assistance is NOT available for this position.
Authorized to work in the United States without requiring sponsorship.

Nice To Haves

Knowledge of Meter to Cash operations and technology including Customer Information Systems and meter reading technologies
Knowledge of State and Federal Regulations governing Meter to Cash processes
Working knowledge of Field Operations, Integration Center, Customer Contact Centers, and Regulatory

Responsibilities

Develop and maintain a culture of safety and inclusion & diversity
Implement processes that drive sustained improvements in customer experience for Meter to Cash processes
Execute and lead change initiatives
Identify and implement new process, techniques, and standards that drive process improvement
Participate in regulatory initiatives
Manage and monitor workload to ensure goals are achieved while supporting quality and training initiatives
Maintain and build effective, cross functional working relationships across NiSource including effective relationships with HR, IC, Accounting, Legal, Union leadership (where applicable), etc.
Maintain and build effective contractor and vendor relationships
Develop and execute on coaching and performance management plans
Develop skilled and engaged team members and leaders
Involvement in IT projects
Ensure the timely delivery of department projects
Effective customer process execution
Successful daily execution of meter to cash processes
Performance management, coaching, and development plans for employees
Execution on key performance and process metrics
Continued improvement in employee engagement
Execution of process changes related to customer roadmap and continued execution of change initiatives