Entergy Supervisor, Business Services Operations Support in Little Rock, Arkansas
Date: Jan 9, 2020
Location: Little Rock, Arkansas, United States
This position will be filled as Supv, Operations Support.
This position is responsible for support and development of technical solutions for business functions and processes, as well detailed analytics and reporting tied to performance tracking and issue resolution. It is also accountable for operational functions and contract management of the bill presentment and delivery processes.
Demonstrate a safety mindset and above all act with integrity.
Manage and provide oversight of a group of technical resources who design, develop and maintain programmatic solutions for daily operational process improvements. Develop controls to ensure the technical solutions are functioning as designed on a daily basis.
Supervise an additional team of employees responsible for the operational functions associated with bill presentment and delivery. This includes the management and support of the electronic billing functions through Checkfree and My Account Online.
Oversee daily validation of rates / rate-rider combinations to ensure billing accuracy.
Propose and implement projects or processes that improve the bill print infrastructure and capability, or that help drive positive customer satisfaction, and reduced operating costs.
Support requests for regulatory and rate-related changes with requirements, mock-ups, and testing.
Responsible for the accurate, timely completion of adhoc and on-going reporting requests for Business Services and other departments
Interface with IT technical support resources to facilitate resolution of system breaks, enhancements, upgrades, etc.
Lead recovery efforts for Business Services’ process failures to ensure minimum impact to our internal and external customers and shareholders. Conduct root cause analysis and develop controls to prevent future process failures.
Lead or support projects targeting continuous improvement for work group, Business Services or Entergy Shared Services
Develop and support operational metrics and SOX reporting
Minimum education required of the position
Bachelor's Degree with preference for Computer Science, Management Information Systems, Accounting or Finance
MBA a plus
Minimum experience required of the position
5+ years of experience in related areas, 3 of which are in a supervisory position. Customer Service experience within a regulated utility environment is a plus.
Must have demonstrated advanced proficiency with MS Access including in depth database programming knowledge, using diverse tools and languages (VBA, C, etc.)
Knowledge and experience in software automation applications and tools
Analytical skill set with advanced knowledge of Microsoft Office: Word, Excel, PowerPoint
CCS and CIS knowledge desired
Data analysis and reporting experience desired
Minimum knowledge, skills and abilities required of the position
Proven experience in metrics reporting and data analytics
Understanding of Entergy’s Customer Care System (SAP) which facilitates requests from staff in development of reports and account transactions.
Strong negotiating, problem solving and project management skills
Ability to think strategically, develop and implement strategic plans that align with company’s vision and continuous process improvements.
Broad knowledge of electric utility business, with experience in billing, bill print, data analytics and reporting a bonus.
Any certificates, licenses, memberships for the position
Primary Location: Arkansas-Little Rock
Job Function : Professional
FLSA Status : Professional
Relocation Option: No Relocation Offered
Union description/code : NON BARGAINING UNIT-NBU
Number of Openings : 1
Req ID: 89286
Travel Percentage :Up to 25%
An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the full statement.
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.
Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.
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