Manager - Billing & Revenue Recovery

Iberdrola•Rochester, NY

3d•Onsite

About The Position

The Manager, Billing and Revenue Recovery provides strategic leadership and operational oversight for all credit & collections and billing processes for RG&E. This role ensures regulatory compliance, optimizes uncollectible expense performance, directs vendor-managed collections, and accurate, timely and compliant issuance of customer bills and develops enterprise-level strategies to reduce arrears and improve cash flow. The Manager leads teams at RG&E, partners with Regulatory and Legal to manage credit-related obligations and provides guidance on revenue recovery processes that directly impact customer experience, compliance, and financial outcomes. The role also oversees billing exception management, ensures compliance with Public Service Commission (PSC)/Department of Public Service (DPS) regulations and Sarbanes-Oxley Act (SOX) and Chief Executive Officer (CEO) certification requirements, and partners cross-functionally to support billing modernization, system enhancements, and regulatory reporting.

Requirements

Bachelor’s degree in business, Finance, Accounting, Economics, or related field.
Minimum 8 years of relevant experience in credit/collections, revenue recovery, utility billing, customer accounting or related operational environments.
An associates degree in a related field may be accepted with 12 years of experience in lieu of Bachelor’s degree.
Strong analytical and mathematical skills, including proficiency in data interpretation and KPI management.
Ability to manage budgets, staffing needs, and performance in large-scale operational settings.
Excellent communication, leadership, and problem-solving skills.
Knowledge of SAP IS-U/CCS billing processes and billing systems.
Strong analytical, problem-solving, organizational, and communication skills.

Nice To Haves

Prior experience testifying or preparing documentation for regulatory proceedings.
In-depth understanding of credit/collection regulatory requirements including HEFPA, Fair Credit Act, strong understanding of NYPSC/DPS billing regulations, SOX, and state specific mandates.
Knowledge of utility customer service processes and regulatory frameworks.
Proficiency in Microsoft Excel, Word, PowerPoint, and billing analytics
Experience managing vendor performance and contract compliance.

Responsibilities

Leads billing and revenue recovery operations end-to-end, providing directions to teams responsible for billing, credit, collections, arrears management, affordability programs, customer appeals, and escalated complaints.
Ensures accurate and timely billing operations across all rate classes, including oversight of billing cycles, rate application, meter read validation, adjustments, corrections, exceptions, and revenue recognition.
Establishes monitors and manages key performance metrics (KPIs) for billing accuracy, timeliness, arrears, collection effectiveness, write-offs, exception rates, payment behaviors, and communicating billing impacts of operational or regulatory changes across departments while driving continuous improvement.
Develops and implements enterprise strategies to reduce accounts receivable and uncollectible expense, using advanced analysis of receivables, collection trends, write-off patterns, and customer payment behaviors.
Lead compliance with all applicable regulatory and control requirements, including Home Energy Fair Practices Act (HEFPA), Fair Credit Act, NY State billing regulations and PSC/DPS mandates.
Prepare or support regulatory, filings, audits, and rate case activities, including testimony materials, responses, and collaboration with Regulatory, Legal, and external agencies.
Manage departmental financial performance, including preparation and oversight of annual budgets for billing, credit, collections, debt forgiveness, variance analysis, and monthly financial and operational reporting.
Provide regular reporting to senior leadership on billing performance, risks, and improvement plans.
Oversee external collection vendors and customer assistance programs, including performance management, incentive structures, audit controls, affordability program administration, and coordination with state and community partners.
Leads systems, automation, and process improvement initiatives, partnering with IT, SAP, Business Support, and cross functional teams to enhance billing, credit, and collections functions to streamline operations, support enterprise projects, and reduce process gaps.
Supervise non-union workforce including a team of supervisors, promote staff development through coaching, performance management, and structured training while fostering a culture of accuracy, accountability, and continuous improvement.