Supervisor Customer Operations Site

PSEG•Newark, NJ

5d•Hybrid

About The Position

The Billing Operations Site Supervisor plays a lead role in assisting the Billing Manager with daily operations and employee relations. The Site Supervisor assumes the Manager’s role when the Manager is not available and provides the opportunity to work in operations, lead a large organization, and work with Bargaining Unit employees. The Billing Department is responsible for the accurate and timely billing for all PSE&G’s electric, gas, and non-utility customers. The department has two locations, Newark and Bordentown, and has 80+ MAST and Bargaining Unit employees.

Requirements

Bachelor’s Degree or equivalent experience, plus 5+ years Operational experience
Three years’ supervisory experience as a first line supervisor within a bargaining unit environment
Strong interpersonal and leadership skills
Strategic thinking, analytical capability, and financial acumen
Strong verbal, written, and presentation skills
Demonstrated ability to manage performance
Understanding of the meter-to-cash process
Demonstrated teamwork
Ability to make decisions, proactively resolve customer issues, ability to provide long/short term operational and performance improvement issue resolutions
Position will require driving to various locations and may require attending in person/virtual meetings outside normal reporting location/shift to support Billing Operations
Compliance with the Department of Energy's regulation 10 CFR 810 is required
Fundamental knowledge/experience in financial analysis and work planning.

Nice To Haves

Above average technical skills
Experience in labor relations negotiations and knowledge of the Company Bargaining Unit Agreement with UWUA Local 601
Demonstrated knowledge of SAP-CCS and MS applications

Responsibilities

Providing direction in the daily work assignments to maintain and deliver optimum quality of service to customers and ensure accurate and timely billing.
Monitoring daily performance levels and implementing plans for improving human efficiency in productivity and quality.
Assigning and overseeing the resolution of escalated customer complaints.
Identifying/addressing training gaps and implementing process improvements.
Directly supervising Bargaining Unit and/or MAST associates, resolving employee relations issues, maintaining a positive and productive working relationship with Locahile ensuring consistency across the department.
Ensuring a safe working environment, communicating safety messaging, and supporting Safety 2.0 initiatives.
Coordinating storm or other peak workload events within Customer Operations.
Working effectively across Customer Operations sub-processes including participating in Cross-Functional teams, implementing process improvements and billing enhancements.
Conducting targeted internal reviews to ensure ongoing compliance with SOX controls and revenue reporting.
Holding a company PCard, managing expenses and mail machines, coordinating office supply approvals and deliveries.
Conducting performance reviews, overseeing year-end appraisals and approvals.
Updating departmental scorecards, reviewing reports, and making operational recommendations.
Overseeing daily attendance, making staffing recommendations, coordinating training schedules, overseeing Certificates of Absences, and time entry/approvals.
Leading operational calls, staff meetings, and presenting in large forums, as required.
Understanding and overseeing Billing Sub-processes in partnership with the Billing Manager.