Supervisor, Operations

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Job Summary:

This position is part of NRG’s Retail Services Group and oversees an operational team responsible for management of receivables.  The Supervisor will be responsible for recognizing and recommending improvements to the collections process for future AR management enhancements. Staffs, directs, coaches, counsels, and manages team of collections professionals

Essential Duties/Responsibilities:

• Implement and manage collections policies and procedures for residential and commercial accounts.
• Serve as a coach and business partner while performing personnel activities (mediation, performance appraisals, merit decisions, job descriptions, discipline, employee development, hiring)
• Monitor aged receivables and direct efforts of staff to ensure timely collection of outstanding balances.
• Negotiate for payment of outstanding accounts receivable.
• Handle special projects assigned by manager.
• Support the collection process as assigned for all NRG brands (Reliant, Green Mountain, US Retailers, Solar, etc.) business objectives. 
• Supervise operational organization of commercial collectors with some guidance from team manager.
• Utilize judgment to interpret data and suggest opportunities to improve business processes, company revenue, and customer service.
• Supervise (hires, directs, coaches, counsels and manages performance of) a team of collections professionals.
• Establish and maintain positive business relationships with internal customers and key stakeholders in the collections process.
• Monitor and manage team productivity to maximize team efficiency and identify possible improvement opportunities using tools such as the collection system (WSCO), AVAYA phone system, SAP, and voice recording.
• Analyze system processes and team process to assure best industry practices are utilized to minimize cost and bad debt.
• Perform other duties as assigned.

Working Conditions:

• Remote fast paced office environment with high volume workload.
• Some overtime required as special projects arise.
• Travel (minimal).

Minimum Requirements:

• Bachelor’s degree in business or related area from accredited four-year university OR minimum two years previous supervisor experience can substitute for a degree.
• Minimum of 5 years operations experience in back office operations (i.e., customer setup, billing, contract management, customer relations, or collections).
• Proficient in MS Office applications, especially Word and Excel.

Preferred Qualifications:

• Demonstrated problem solving ability.
• Knowledge of the utility industry.
• Knowledge of the deregulated energy market
• Working knowledge of SAP CCS system.

Additional Knowledge, Skills & Abilities:

• Knowledge or aptitude to understand CCS billing, accounts receivable system, and co-dependent processes/functions across Customer Operations.
• Understanding of performance measurement concepts including basic analytic skills.

Physical Requirements:

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/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.  Official description on file with Talent.