NHS Human Services, Inc.

We’re committed to being the clean energy leader in Louisiana. By investing in renewables like solar and utilizing carbon capture and sequestration technology to make our air cleaner, we’re in this for the long haul, because our state and future generations depend on it. Come be a part of our journey at Cleco where we're Energizing Your Tomorrow. ​

The Manager - Customer Billing & MDAP oversees and coordinates the daily activities and personnel of the Billing department. Ultimately responsible for ensuring the timeliness and accuracy of all Cleco customer bills as well as compliance with all billing-related internal controls. Assists in the development of strategic and operational plans and ensures they are in line with corporate and functional strategy and goals. Develops, monitors and ensures achievement of established KPIs. Evaluates the workload of the department and assigns duties accordingly to achieve department goals. Proactively monitors billing exception cases in order to identify potential issues and streamline work.

Key Responsibilities

• Champions a corporate culture that emphasizes transparency, integrity, safety, environmental responsibility, employee development, diversity and inclusion, customer service, and operational excellence

• Responsible for timeliness and accuracy of billing for residential, commercial & industrial customers. Ensures compliance as it relates to internal controls & LPSC compliance

• Ensures quality performance and department integrity by managing personnel, work processes, budgeting and cost control for Customer Billing

• Oversee and develop processes & reports to ensure accurate data within the meter data management system and SAP system

• Actively monitors and manages performance against established KPIs, taking corrective action as needed

• In depth knowledge of the MV90/MDMS/SAP/HES system operations, procedures and reports in order to ensure the systems meet daily and monthly needs

• Works closely with other departments (Rates, Marketing) to support company growth strategy and to ensure large accounts are billed according to contractual terms and approved rate structures

• Works closely with other departments (customer service, marketing, governmental) to respond to customer inquiries and complaints regarding their bills in a timely manner

• Oversee the work of Business Process Exception Management cases, ensuring cases are completed within the allotted time frame and accounts are billed on time and accurately

• Provides leadership and demonstrates problem solving techniques and ability to make independent decisions in a fast-paced environment

• Oversees troubleshooting and resolving issues adversely affecting billing workload or accuracy, using billing system to conduct research

• Oversees development of user test plans and test data for new releases, system upgrades, and fixes of large account systems/billing for user testing

• Provide team members with individual and group development opportunities including training, performance planning, feedback and appraisals and general performance management

Qualifications

Required Education, Skills & Experience

• Bachelor’s degree

• 5+ years of related experience

• 2+ years people management experience, strongly preferred

• Experience and ability to lead staff across projects towards a common vision

• Knowledge of standard business practices and professionalism

• Strong written and verbal communication skills

• Ability to interact with all levels of employees to address difficult issues

• Ability to manage high workloads and conflicting priorities

• Ability to operate effectively and proactively with an customer centric mindset

• Detailed-oriented and high work standards in support of seamless execution

• Act decisively while thinking strategically

• Drive issues to resolution while maintaining an atmosphere of collaboration

• Thrive on working in a team and supporting others to achieve goals/targets

Primary Competencies

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BEHAVIORAL

• Attracts top talent

• Balances stakeholders

• Builds effective teams

• Business insight

• Communicates effectively

• Courage

• Demonstrates self-awareness

• Develops talent

• Drives Results

• Drives vision and purpose

• Ensures Accountability

• Instills trust

• Nimble learning

• Plans and Aligns

• Strategic mindset

• Safety

TECHNICAL

• Analytical skills

• Compliance

May perform other duties as assigned.

Salary dependent on experience, skills, education, and training.