Description

Job Title:  Leader Meter Operations

Job Code:  107781

Job Summary

Meter Operations is a business unit within the Customer Operations organization and is part of the NiSource Regulatory business segment.   Meter Operations has responsibilities across all six states and is responsible for successful execution of over 100 million customer transactions annually.   Meter Operations work with business partners across NiSource to develop comprehensive customer processes across organizational lines.

Meter Operations includes the following teams:  Meter Reading and Field Collections in the Columbia Companies and Meter Reading and Meter Processing in NIPSCO. This business unit is comprised of a diverse work group consisting of office employees, field employees, and contract labor.  A Leader, Meter Operations will be assigned a team or teams of responsibility and may move across the team as business needs dictates or for development within the business unit.

Principal Duties and Responsibilities

• Effective customer process execution
• Successful daily execution of meter to cash processes
• Performance management, coaching, and development plans for employees
• Execution on key performance and process metrics
• Continued improvement in employee engagement
• Execution of process changes related to customer roadmap and continued execution of change initiatives
• Effective project and contractor leadership
• Develop and maintain a culture of safety and inclusion & diversity
• Lead meter reading and/or field collections for multiple locations
• Supervise Meter Processing office activities
• Coach and develop workforce
• Communicate performance expectations to workforce
• Monitor performance through accountability
• Administer labor and contractor agreements as applicable
• Requires ability to respond to operational emergencies on a 24x7 basis
• Implement processes that drive sustained improvements in customer experience for Meter Operations processes
• Execute and lead change initiatives
• Identify and implement new process, techniques, and standards that drive process improvement
• Participate in regulatory initiatives
• Manage and monitor workload to ensure goals are achieved while supporting quality and training initiatives
• Maintain and build effective, cross functional working relationships across NiSource including effective relationships with Regulatory, HR, IC, Accounting, Legal, Union leadership (where applicable), etc.
• Maintain and build effective contractor and vendor relationships
• Develop and execute on coaching and performance management plans
• Develop skilled and engaged team members and leaders
• Involvement in IT projects / Ensure the timely delivery of department project

Required Qualifications for Position

• Experience in leading a diverse team
• Knowledge in Meter Reading and Operations, Regulatory, customer experience, commercial or other customer focused processes
• Demonstrated ability to identify, communicate, and resolve problems
• Demonstrated commitment to continuous improvement
• Proficient in Microsoft Office Suite – Excel, Word, PowerPoint, Outlook, and Teams  
• Proven ability to work across departments and all levels in the organization collaboratively to resolve issues, drive projects to closure, achieve desired results/goals, and/or implement change as needed.
• Excellent oral, written, presentation and listening communication skills
• Requires a bachelor's degree or comparable industry related work experience.
• Excellent time management skills
• Critical thinking and process mapping skills 
• Strong organizational and planning skills
• Ability to coach and develop employees. 

Preferred Qualifications for Position

• Knowledge of Metering operations and technology including Customer Information Systems and meter reading technologies
• Knowledge of State and Federal Regulations governing Meter Reading and Collection processes
• Working knowledge of Field Operations, Integration Center, Customer Contact Centers, Regulatory and Labor agreements.

Disclaimer

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

Inclusion & Diversity 
Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.

Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.

Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.

Equal Employment Opportunity 
NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, genetic information, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may be considered for other job opportunities. 

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