Senior Supervisor, Finance Services

About us

National Grid is hiring a Senior Supervisor, Account Maintenance & Operations for our Billing and Collections department in Syracuse, NY.

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.

To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Job Purpose

· Supervise and develop a high performing and culturally diverse workforce, dealing with a broad range of retail customer account handling exceptions related to billing, service orders, finance, collections, and overall quality and accuracy controls.

· Monitor performance, quality of work, and productivity of staff

· Assist in the development and maintenance of financial & quality controls, metrics and processes to drive quality, maximize controls, minimize irregularities, and drive efficiency while absorbing, capturing and applying best practices within the function.

· Review, challenge and revise policies and processes to ensure they are compliant, fit for purpose, drive business value, improve customer satisfaction and are in line with strategic business objectives.

· Encourages innovation and challenges to existing ways of working and processes.

Key Accountabilities

· Supervise and develop a high performing and culturally diverse workforce, dealing with a broad range of retail customer account handling exceptions related to billing, service orders, finance, collections, and overall quality and accuracy controls.

· Monitor performance, quality of work, and productivity of staff

· Assist in the development and maintenance of financial & quality controls, metrics and processes to drive quality, maximize controls, minimize irregularities, and drive efficiency while absorbing, capturing and applying best practices within the function.

· Review, challenge and revise policies and processes to ensure they are compliant, fit for purpose, drive business value, improve customer satisfaction and are in line with strategic business objectives.

· Encourages innovation and challenges to existing ways of working and processes.

Qualifications

· Experience leading through change or business transformation.

· Minimum of 5 years of relevant experience in Finance Services or Bachelors in Business Management preferred

· Minimum of 3 years of people leadership experience, including direct supervision, performance management, and team development preferred.

· Experience leading a team involved in providing a transactional support service in support of National Grid’s objectives a plus

· Excellent oral and written communications skills.

· Experience managing and leading the work of a team / business unit is preferred.

· Experience working in a Union atmosphere adhering to a negotiated contract aligning with Company goals or education in the area of Labor Relations preferred.

· Experience managing conflict, negotiating mutual benefit resolutions, and objectively evaluating and taking action upon a wide variety of employee situations (work and personal).

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