Manager, Billing Support Services

POSITION SUMMARY

Oversees the JEA residential and commercial customer billing experience. Provides leadership for the generation, printing, quality control and delivery of JEA customer bills and invoices. Manages the development and issuance of RFPs and manages vendor relationships. Manages the utility rates testing and validation processes.

DUTIES & RESPONSIBILITIES

• Responsible to manage the accuracy and timeliness of customer billing including credits and adjustments, exception conditions, and other billing issues. Assures continuous process improvement.
• Captures and coordinates with other business units and process owners to ensure quality and accuracy of customer billing.
• Identifies trends in billing exceptions through daily review of various reports, identifies processing errors, recommends remedies and follows through to ensure correction.
• Remains abreast of billing trends within and outside of the utilities industry and champions the development, implementation and adoption of billing products and services.
• Coordinates the printing and mailing of utility bills and letters in accordance with established schedules.
• Maintains vendor contracts to ensure delivery of services in accordance with the contract specifications and billing rendered.
• Affords assistance in the development of RFPs, evaluates responses and makes recommendations to award contracts.
• Develops and manages a departmental financial plan. Maintains expenses within corporate budgetary targets.
• Administers collective bargaining agreements, identifies and reports implementation successes and deficiencies as they relate to process.
• Improves the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
• Plans, organizes, trains, coaches, manages and evaluates the performance of assigned staff, establishing performance requirements and personal development targets aligned with the JEA Scorecard and Strategic Initiatives, monitoring performance, and providing direction for performance improvement and development.
• Provides leadership and example in meeting JEA’s safety and wellness goals.

JOB REQUIREMENTS

• Education: Bachelor’s degree in Accounting, Business Administration or related field required. Advanced degree preferred.
• AND Experience: Five (5) years successful operations management experience. Demonstrated leadership experience with large volume billing activities and outsourced services preferred. Experience in the utility industry preferred.
• OR An equivalent combination of education, experience and/or training.
• Licenses/Certifications/Registrations: A valid driver’s license in required prior to employment and must be maintained during employment in this class.