National Grid Supervisor, (Associate/Senior) Account Maintenance & Operations in Syracuse, New York
_About the Position:_
To supervise, plan, coordinate and direct a team within the Shared Services area in order to maintain a smooth and efficient function in line with departmental and National Grid requirements.
At the higher levels this role will translate functional policy by designing and implementing procedures that drive greater efficiencies and performance within their own team and for National Grid.
At the higher levels this role will also manage relevant projects to add or improve functions of the department.
_Position Responsibilities (including but not limited to):_
Supervise a culturally diverse workforce through coaching, counseling and team building to ensure tasks are carried out in an efficient manner.
Monitor performance of allocated staff including issues relating to sickness, discipline and poor standards of work in order to ensure that work is carried out efficiently and effectively.
Review and monitor the work of others; providing technical guidance when required, to ensure accuracy and timeliness of information.
Monitor and review financial information where appropriate, updating where necessary in order to identify any anomalies or discrepancies and ensure management has access to up to date and accurate information on their designated area.
Monitor relevant Shared Services**processes in order to identify opportunities for improvement.
Act as the first point of contact for multiple internal stakeholders and outside agencies in order to provide support and ensure National Grid delivers against Service Level Agreements.
Execute instructions and requests, plan and organize resources and make appropriate arrangements to ensure that work is carried out efficiently and in line with relevant policies and processes.
Oversee the operational workload of an allocated team within Shared Services ensuring allocated staff are fully utilized in order to deliver against agreed program of work.
Provide technical guidance, support and coaching to others in order to share knowledge and develop technical understanding within discipline.
Utilize established financial systems to track budgets and highlights variances in order to manage and control specific cost variables.
Produce high level and detailed business models to support senior management in defining strategies relevant to shared service area.
Manage the day to day relationship with relevant business areas in order to understand their requirements and deliver appropriate solutions, in line with National Grid policies and processes.
Promote and implement procedural best practice in order to ensure all working practice (and where relevant, health and safety standards) are compliant with National Grid policies and regulatory requirements.
_Knowledge & Experience Requirements:_
__Bachelor's degree in a business-related area and a minimum of 5 years’ experience in a related area preferred.
Experience leading a team involved in providing a transactional support service in support of National Grid’s objectives.
Must have a good working knowledge of tools and systems within designated area.
Proficient in Microsoft Office products (Excel, Word, PowerPoint).
Excellent oral and written communications skills.
Possesses theoretical knowledge and understanding of National Grid’s policies and processes and how to apply them effectively.
Experience managing and leading the work of a team / business unit.
Experience working in a Union atmosphere adhering to a negotiated contract aligning with Company goals or education in the area of Labor Relations.
Experience managing conflict, negotiating mutual benefit resolutions, and objectively evaluating and taking action upon a wide variety of employee situations (work and personal).
__Analytical Thinking: Identifies basic relationships, such as cause and effect or if-then relationships.
Understanding Others: Understands what someone is saying or feeling, even if person is not very clear, and can accurately predict how someone will respond.
Impact and Influence: Adapts approach and considers what is important to the audience by tailoring message accordingly.
Leveraging Networks: Actively builds and maintains a network of relationships across the breadth of the business.
Organizational Savvy: Identifies the key stakeholders in the organization and uses that information and the informal organizational structure to get things done within the Shared Services area.
Holding People Accountable: Within own Shared Services area, demands high performance and makes the consequences of non-performance clear.
Team Leadership: Promotes team effectiveness by soliciting input from team members, communicating expectations of the team and delegating responsibilities while providing support and structure.
Teamwork and Collaboration: Encourages and empowers others by offering help and advice, and building a common understanding of needs and shared goals of the Shared Services area.
Drive for Results: Proactively makes changes to improve performance, efficiency and effectiveness of processes within the relevant Shared Services area.__
__Employees: 15 – 20
Key Accounts: Full range of residential, commercial, industrial and municipal customer accounts.
Contracts: Various customer billing service process providers.
Business & Economic Development: Key process support for business initiatives
/National Grid is an equal opportunity employer thatvaluesa broad diversity of talent, knowledge, experience and expertise. We foster a culture ofinclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to bean affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team./
Job: *Services Delivery Center
Organization: *Services Del Center
Title: Supervisor, (Associate/Senior) Account Maintenance & Operations
Requisition ID: 20181381