Operations Services Lead

Operations Services Lead

Primary Role (Operations Services Team) : Responsible for performing a variety of complex administrative activities and support for operations activities and / or regulatory compliance. Support to customer relationship services of the business; provide support for short-term and long-term projects related to the business; coordinate the state's billing, payment and collections related processes and initiatives.

Key Accountabilities :

• Assess and assist with meeting collections, billing, payments, and service delivery targets.
• Identify and implement process improvements that improve billing, collections, and service delivery processes.
• Assist with correspondence and handle telephone requests.
• Coordinate and manage water quality complaints with local operations and environmental compliance teams.
• Responsible for maintaining reports specific to payments, billing and collection processes, to include monitoring billing, collections and payment related activities (collection processes wherever local state operations is responsible).
• Generate reports, proposals, presentations, and spreadsheets using various software and tools to ensure the region is meeting performance goals.
• Analyze trends and present insights to leadership.
• Assist with the planning and execution of projects.
• Research and abstract information and supporting data in preparation for meetings, projects, and reports (including data compilation, research, tables and graphs).
• Assist in the development and upkeep of policies and procedures for implementation.
• Coordinate complaints (mediation & informal), and submit to governmental agencies.
• Prepare and respond to data requests and execute work orders, service orders, error reports.
• Train and mentor new Admin team members.

Knowledge / Skills :