Title: Program Manager of Customer Service Compliance
Reporting to VP of Customer Service
Location: Augusta, ME
Work Type: Office
The base salary range for this position is dependent upon experience and location, ranging from $92,185 to $115,232
Summary:
The Program Manager of Customer Service Compliance is responsible for providing senior management with consistent, accurate, and relevant business data to enable continued business performance analysis and informed business decisions. This includes creating and maintaining key performance indicators, sustainability reporting, records retention programs, and regulatory-required reporting. Additionally, the Program Manager will be responsible for implementing and overseeing various internal audits to ensure compliance with regulatory and company policy requirements. This position will be key in integrating multiple departments to ensure the company meets or exceeds its compliance obligations and regulatory metrics.
Key Responsibilities
Manages and oversees various regulatory obligations as they impact CMP Customer Service, including but not limited to reviewing filings for accuracy, compliance and completeness, tracking, and overall administration.
Ensures compliance to all regulatory driven rules and regulations, particularly Chapter 815 and collections related processes, including obtaining, managing and certifying applicable adherence sign-offs from business and other stakeholders.
Provides leadership on various programs, projects and RFPs for various initiatives.
Prepares all necessary documentation, providing regular updates to key stakeholders.
Identifies and initiates requests for enhanced system/application functionalities to meet regulatory obligations, with a focus on automation where possible.
Leverages strong knowledge of system capabilities to drive effective business and collections processes
Collaborates with multiple business areas including Customer Service, Regulatory, Center of Excellence, Information Technology, and other key business areas.
Acts as a primary liaison between Regulatory and the business on existing and to-be processes, providing gap analysis, along with system and functionality efficiencies and effectiveness, with a concentration in optimizing strategies with regulatory requirements.
Provides expertise and immediacy of decision making.
Effectively communicates with management/executives as well as at the front-line level to drive decisions with compliance front of mind.
Coordinate discussion of Customer Service Performance goals and propose scenarios for optimal performance.
Skills and Requirements
Bachelor's degree (IT-related discipline preferred) or significant and advanced experience in this specific field for over 8 years required.
Five years relevant experience required
Advanced proficiency in Excel, PowerPoint, Word, Microsoft Office Suite
Ability to understand and analyze regulatory filings along with customer service standards/rules, translating to business and system functionalities and processes
Excellent oral and written communications skills
Excellent problem solving and analytical skills, with an ability to work with all levels of the organization
Demonstrated effectiveness facilitating teams across functional areas on assignments with high visibility
Proven ability to manage multiple deliverables on-time
Competencies
Develop Self and Others
Empower to grow
Collaborate and Share
Be a role model
Focus to achieve results
Be agile
AVANGRID employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties.
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Mobility Information
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country
AVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com
Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables
