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Sr Manager, Revenue Services Systems

Company: Edison International
Location: Covina
Posted on: March 15, 2020

Job Description:

Sr Manager, Revenue Services Systems

  • Job ID: 71029254
  • Job Family: Customer Service
  • Location: Covina, CA US
  • Other Locations: Job Description


    Are you looking to make a difference in your career? We're working on smarter grids, cleaner energy and tools to help people manage energy more efficiently.

    About SCE's Revenue Services Organization (RSO) :

    The Revenue Services Organization (RSO) is an organization within Southern California Edison's (SCE) Customer Service Organizational Unit (CS) which shares the responsibility to safely deliver reliable, affordable electricity to our customers. RSO supports these goals by ensuring our customers are properly billed, credited and are able to participate SCE's many products and services.

    The job is...

    As the Senior Manager of Revenue Services Systems, you will have responsibility for RSO's Systems Oversight and Work Management organization, which works with RSO's operational groups to bill and collect $12 billion in annual revenue. This organization is responsible for strategic oversight of a portfolio of systems, workflow management for SCE and vendor oversight teams, short- and long-term capacity planning, system issue resolution, database development and maintenance, bill presentment accuracy, and 3 rd party vendor operations oversight. You will lead a team of Managers, Technical and Business analysts, Project Managers, and others to ensure RSO systems are effective, meet compliance and operational requirements, and satisfy our customers' experience. You will be responsible for inspiring and guiding change within the organization as processes and systems evolve due to SCE's SAP implementation. You will set the technology roadmap and develop the performance of the organization, setting its goals and objectives, prioritizing resources and providing direction to accomplish its strategic value. Developing and implementing processes to improve customer experience will be part of your responsibility as well. Finally, and most importantly, you will be responsible for providing leadership, guidance, and career development to your staff of 25+ resources.

    Are you ready to take on the challenge to help us build the future?

    A day in the life...
    • Provide vision, direction and leads the overall activities of the Revenue Services Organization's (RSO) Systems Oversight and Work Management organization.
    • Lead and/or oversee implementation of operational systems used by RSO (including initial, testing and implementation phases).
    • Provide operational support with on-going processes including budget analysis, vendor relationship management, business case development and Business Continuity.
    • Partner with RSO Operations peers to assist with identification and development of new technology solutions and the resolution of operational issues/bottlenecks.
    • Oversee the migration of support systems and databases to accommodate new processes and design of SAP platform
    • Analyze data and situation, reason logically and creatively identify problems, draw valid conclusions, and develop effective solutions
    • Create and maintain a positive, satisfactory work environment across all areas of organization that balances operational needs and employee satisfaction.
    • Lead or supports cross-functional teams to develop Operating Unit (OU) wide projects and programs.
    • Collaborate across a broad spectrum of key stakeholders including Information Technology, various Customer Service and Field organizations, and 3rd party vendors to resolve issues and improve processes.
    • Serves as a subject matter expert (SME) to internal and external stakeholders and manages cross-OU relationships on technical requirements, system performance, how systems support business processes. Qualifications

      You absolutely need to have...

      • Bachelor's degree or higher in Business, Operations Management, IS/IM, or related discipline.
      • Five (5) or more years of experience managing or supervising an organization unit or team in a customer service environment.
      • Two (2) or more years of experience working with System Development lifecycles (ie. including Agile, Waterfall).
      • Available 24/7 when needed to oversee resolution of system issues.
      • Flexibility to travel internationally on an as needed basis.

        Other stuff we believe would be helpful...

        • Two or more years of experience directly leading or providing direction to a technology support group for a highly paced customer service organization.
        • Lean Six Sigma and/or Project Management certification.
        • Experience managing back office operations for billing and payment processing, call center, data processing, or other customer facing operational organizations.
        • Possess knowledge of operations management best practices and demonstrated experience applying them to customer service environments.
        • Experience facilitating technology issues resolution by balancing competing priorities, organizational capabilities and customer impacts.
        • Proven ability to create strategic partnerships with technology stakeholders.
        • Using a wide range of business knowledge, be able to serve as a key resource to coordinate, resolve SAP issues, and ensure SAP flow for billing and collections operations work properly by understanding the integration with SAP functionality.
        • Exceptional awareness of own leadership style and how it contributes to culture of organization; able to develop soft skills of direct report leaders.
        • Proven track record of embracing and leading a culture of inclusiveness and accountability through coaching and feedback.
        • Experience using employee engagement strategies to maintain a positive work environment in a customer service organization.
        • Experience with organizational change management practices and leading organizations through significant change.
        • Experience in developing and executing multi-year strategic plans to evolve a customer facing operations similar to a contact center.
        • Experience making strategic and tactical decisions to ensure organizations meet company and operational targets.
        • Excellent communication skills at all levels of company from front line to executive level.
        • Results oriented and ability to handle multiple concurrent activities.

          You should know ...

          • Relocation is not available.
          • We offer a fantastic Total Rewards Package that includes things like a wide selection of health plans, preventative health reimbursement, 401(k) savings plan with company match and automatic company contributions, tuition reimbursement, professional development, volunteer programs, employee assistance program, electric service discount, and many more perks.
          • This position requires you to be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.

            Why Edison?

            The people here at Edison don't just keep the lights on. Our mission is so much bigger. We are fueling the kind of innovation that is changing an entire industry, and quite possibly the planet. You'll have a chance to grow your career and make a difference in the world.

            SCE serves a population of approximately 15 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. As a company, we have big dreams and we know nothing big is ever accomplished alone. Join one of the nation's leading electric utilities in making sure California, and all of us who live here, shine bright.

            At SCE we celebrate our differences. We are a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status. #LI-MM1

Keywords: Edison International, Covina , Sr Manager, Revenue Services Systems, Executive , Covina, California

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