Process Manager, Incident Management & Process Improvement

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The Process Manager, Incident Management & Process Improvement is responsible for the day-to-day execution of Incident Management processes for NRG Consumer. Foundational to the role is the ability to develop and foster relationships across functional areas of the business, at all levels. The ideal candidate can successfully partner with others to review processes, system functionality, triage issues, perform root cause analysis, ensure issue containment, and influence proper resolution of Operational incidents. In addition, must then report and update the leadership team on progress and resolution.

Essential Duties/Responsibilities:

• Understand NRG Consumer Operations processes and how they impact each area of the organization, as well as the customer
• Perform root cause analysis, identify trends and recommend improvements
• Ability to identify process and control gaps and resolve them
• Understanding of cost implications on all recommendations with a goal to reduce overall Opex while also improving customer experience
• Timely issue identification and resolution for each incident
•   Lead and coordinate activities across various teams to investigate Ops incidents and take actions to remediate as rapidly as possible.
•  Capture and understand business impact and urgency to determine priority and approach to resolution of Ops incidents.
• Identify necessary actions to mitigate and prevent incident reoccurrence.
•   Ensure incidents are fully documented within the tracking system, providing a clear audit trail of activities, decisions and evidence of resolution.
• Organize and deliver Ops incident reviews with Leadership teams, highlighting key metrics and trends as well as areas for improvement.
•   Effectively manage Ops incident activities within prescribed KPIs.
•  Establish and maintain strong relationships with stakeholders by effectively managing expectations and inspiring confidence in delivery.
•  Deliver reporting of Ops incidents to stakeholders and Leadership teams.

Working Conditions:

• Remote (virtual) office environment.
• Some overtime required as special projects arise.
• Minimal travel

Minimum Requirements:

• At least a high school diploma or GED equivalent
• 8-10 years industry experience or in similar roles

NOTE: If a candidate does not meet these requirements, Success Factors will automatically disqualify the candidate.

Preferred Qualifications:

• Bachelors degree
• 10-15 years industry experience

Additional Knowledge, Skills and Abilities:

•  Broad understanding of the technologies provided and their link to business operations
•  Comprehensive analytical, conceptual, and problem-solving skills with high attention to detail
•  Demonstrated ability to manage conflict effectively
•  Strong interpersonal and communication skills (both verbal and written)
•  Effectively interact, collaborate and build relationships with all levels of the organization and across multiple departments is essential
•  Proactive mindset and “can do” spirit to drive change and to take ownership of projects
• Strong bias for continual process improvement
• Proficient in MS Office software

Physical Requirements:

• Sitting for extended periods of time
• Ability to communicate by phone and Microsoft Teams (listening and speaking)
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components
• Physically able to participate in conference calls, meetings, presentations, and training sessions

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.