Manager, Customer Billing

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POST DATE 8/19/2016
END DATE 11/3/2016

WGL Springfield, VA

Springfield, VA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree


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Manager, Customer Billing

Springfield, VA

Job Description
Summary: Responsible for the company s policies, procedures and SOX controls in the customer billing, payment processing, and credit areas, along with the provision and receipt of these services in accordance with the business process outsourcing agreement. Manages and monitors Washington Gas s compliance with all relevant laws, regulations and tariffs identified as a result of external changes. Serves as business and operational liaison between Washington Gas (WG) and the Service Provider for all business related to consumer services operations.

Tasks & Responsibilities:
Supervises assigned employees, including hiring, evaluating, training, performance management, compensating, motivating, coaching, and developing goals and procedures to ensure the achievement of goals.
Provides governance of the Service Provider for service level agreements (SLA) associated with the outsourced services of the Consumer Services Unit.
o Identifies, reports, and resolves both actual and expected performance issues with the Service Provider.
o Continuously assesses, validates and ensures the operational feasibility of Service Provider s proposed solutions relative to WG s business needs.
o Manages the delivery and overall quality assurance of billing, (i.e., statement of work) to WG by the Service Provider and the expectations of WG.
o Actively participates and coordinates with the Service Provider any activities relating to the fulfillments of the company s Customer Service strategic initiatives (e.g., Customer Experience Improvements Initiative).
Coordinates resolution of delivery issues (operational, financial, PSC Compliance and contractual) with the relevant constituencies.
Manages the coordination and implementation of all customer services impacting regulatory, strategic and/or operational changes requested by the Service Provider, WG senior leadership and/or utility governing agencies.
Leads teams responsible for the revenue cycle and ensures adherence to controls and comprehensive SOX reporting.
Supports technology and process improvements to ensure delivery of a customer experience consistent with the Company s overall vision.
Escalates relevant performance issues to the overall governance lead for account management attention.
Sets operational targets and achieves continuous improvement in areas where delivery efficiency can improve the betterment of WG.
Prepares monthly and ad hoc reports on billing and credit data to regulatory commissions and other internal and external groups.
Manages contracts and relationships with third party bill print vendors to ensure accurate and timely processing along with effective change management; proposes performance and contract metric changes proactively based on industry practices and WG business conditions.
In coordination with the Office of the General Council, Regulatory Affairs, Risk Management and Internal Audit, ensures customer service and billing related compliance with PSC regulatory requirements, SOX reporting, and internal controls monitoring.

Skills & Abilities:
Bachelor's degree in finance or a related field.
A minimum of 10 years of experience in business, finance and/or supplier management, including at least 2 years of experience working in an operations supplier management role (outsourcing preferred) and a minimum of 2 years of experience working in a Finance organization in an analyst or reporting role.
Demonstrated working knowledge of billing and payment processing business processes and functionality.
Experience with customer billing systems preferred.
Demonstrated ability to establish rapport and effective working relationships with business partners, supervisors, subordinates and peers.
Demonstrated ability to logically, concisely and effectively communicate both verbally and in writing to diverse audiences at all organization levels.
Demonstrated ability to analyze and interpret data, and to identify relevant issues in solving business problems.
Demonstrated ability to effectively evaluate multiple scenarios and to implement the most effective solutions to broadly defined business issues.
Demonstrated strong listening skills.
Demonstrated ability to work successfully in a matrix organization structure.
Proven focus on continuous improvements along with a detail and process orientation.
Demonstrated strong planning and organizing skills.
Proven ability to use computer software and applications, including Microsoft Office, to share, retrieve, research and present business information.

WGL policy prohibits employee and applicant discrimination and harassment. Specifically, our objective is to recruit, hire, train and promote the most qualified persons without regard to race, ethnicity, religion, gender, age, national origin, marital status, sexual orientation, gender identity, family responsibilities, matriculation, physical or mental disabilities, political affiliation, or status as a protected veteran.