What are the responsibilities and job description for the Manager, Operations position at NRG?
At NRG, we’re bringing the power of energy to people and organizations by putting customers at the center of everything we do. We generate electricity and provide energy solutions and natural gas to millions of customers through our diverse portfolio of retail brands. A Fortune 500 company, operating in the United States and Canada, NRG delivers innovative solutions while advocating for competitive energy markets and customer choice, working towards a sustainable energy future. More information is available at www.nrg.com. Connect with NRG on Facebook, LinkedIn and follow us on Twitter @nrgenergy.
Job Summary
The Retail Operations Manager works within the Billing Operations team to manage core business processes while focusing on accuracy, efficiency, and process improvement. Typical responsibilities include ensuring business processes are executed in a timely fashion, and all exceptions are rectified in accordance with established SLAs and regulatory guidelines. A strong candidate will have the ability to function in a fast-paced, dynamic environment and a strong desire to help a business grow. The role demands analytical and creative thinking, problem-solving, team management, and strong attention to detail.
Essential Duties/Responsibilities:
- Provide direct leadership to Operations Supervisors and other Operations team members as applicable.
- Recruit, interview, and onboard new team members to build an exceptional team of bright, positive, and goal-oriented employees.
- Meet with staff regularly to review individual performance, provide feedback and coaching, and develop training and career progression plans to ensure team members’ ongoing development and growth.
- Build and develop strong morale within the team by encouraging, recognizing, and rewarding behaviors that support the concept of excellence.
- Develop performance objectives for the work group to support company goals.
- Analyze and report on the performance of the work group and implement corrective action to ensure performance standards and business objectives are met.
- Track performance data on a regular cadence and analyze for trends and opportunities. Make informed recommendations and respond to changing operational needs effectively, e.g., staffing and process changes.
- Optimize and develop operational processes to reduce costs and increase efficiencies, through tactics such as process automation and enhanced reporting for greater visibility and control.
- Perform root cause analysis of exceptions and develop sustainable solutions.
- Understand the operating industry regulations and guidelines and their application to customer enrollments and billing.
- Provide operational subject matter expertise as a key participant on projects.
- Organize and present recommendations and team achievements to people at all levels within the organization including senior management.
- Perform other duties as assigned.
Working Conditions
Hybrid schedule: 1-2 days in open office environment, 3-4 days remote. Open to fully remote schedule according to candidate’s location.- Frequent use of computers, i.e. typing on keyboards, viewing monitors, etc.
- Minimal domestic travel required.
- Evening and weekend work may be required as job duties demand.
Minimum Requirements
Bachelor’s degree or an equivalent combination of education and/or experience.- Minimum of 5 years of management experience.
- Minimum of 2 years of experience in an operational management, process improvement, or other role(s) that focus on development and implementation of controls and procedures.
- Must be proficient in Microsoft Tools: Word, Excel, Outlook.
Preferred Qualifications
Proficient in Sharepoint, Power BI, and SQL Server Management Studio.- Previous energy/utility industry experience.
- Thorough understanding of deregulated energy market preferred
Additional Knowledge, Skills and Abilities
Ability to think strategically, create a vision, and drive culture within an organization.- Demonstrated ability to resolve problems or issues by gathering and assessing information, taking advice, and using judgment that is consistent with company standards, practices, policies, and procedures.
- Strong leadership, organizational, and written/verbal communication skills.
- Strong business acumen.
- Excellent time management, organizational, and planning skills. Able to prioritize, multitask, adapt, and thrive in a fast paced, results-driven environment.
- Strong customer service and conflict resolution skills, with a commitment to quality and customer satisfaction.
- Superior ability to build relationships, continuously motivate and foster team development with proven and career pathing skills.
- Demonstrated ability to influence at all levels with a consultative approach and excellent negotiation skills.
Physical Requirements
Work is primarily sedentary (desk work at computer)- Regularly required to talk or hear to communicate
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NRG Energy is committed to a drug and alcohol free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability
EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)
Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.
Official description on file with Human Resources
