HCL - Manager - Quality - Risk & Compliance

SUMMARY

We are looking for an experienced Risk & Compliance Manager (R&C) to ensure our account and company adheres to regulatory standards and in-house policies and procedures. The R&C manager will be responsible for enforcing regulations in all aspects and levels of business as well as provide guidance on compliance matters. The R&C manager will also be responsible to implement GDPR and PCI-DSS framework for the account and ensure compliance to the standards and certifications

Additionally, the manager will be responsible to manage a team of analysts- mentor and monitor their periodic tasks related to audits and R&C activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES - 

- Perform root cause analysis and implement improvements to business processes for the purpose of enhancing the customer experience and increasing the operational effectiveness & efficiency of a gas and electric company serving residential and small commercial customers in regulated and deregulated markets.

- Possess an understanding of GDPR, PCI-DSS regulations along with auditing and control maintenance within an enterprise resource planning (ERP) systems and be comfortable in the use of audit tools and measures

- Analyze and develop control points within each critical process in order to ensure the expected outcome is achieved and measurable. For each Revenue Management and Customer Care business process, identifying and facilitating the creation of appropriate reporting for various operations functions

- Manage and integrate processes relating to customer operations, and delivering an improved customer experience is the definition of team success. The Business Analyst also has responsibility for identifying and recommending system enhancements that aid in operations efficiency, effectiveness and the customer experience

- Establish and maintain methodologies to ensure on-going integration of processes affecting customer operations

- Design measurement criteria to monitor the nature of processes and end-to-end integration across functions

- Implement and manage an effective change management process to ensure all process documents are accurate and reflect the current state of the business

- Daily monitor the appropriate control points within each business process to ensure the end state outcome

- Prepare and present communication plan that informs operations leadership of the health of the business processes

- Support development of departmental and company processes & procedures related to Customer Operations work stream

- Use business tools and advanced industry knowledge to identify problem areas and document business requirements

- Identify and recommend operational and technological tools to improve efficiency

- Work with operations and information technology personnel to resolve issues and improve operational efficiency

- Establish and maintain effective work procedures

- Analyze industry regulations and market protocols to ensure continuous benchmarking and achievement of optimal customer satisfaction

- Plan and monitor operations initiatives to improve the efficiency and effectiveness across BSERV

- Review and ensure processes comply with internal policies and external regulations

- Respond to escalated issues regarding performance and quality

- Coordinate, participate, and/or manage multiple projects assigned by management, providing input on Customer Operations related matters.

- Interface and coordinate with various stakeholders

- Performs other duties as required

EDUCATION/EXPERIENCE

The minimum education requirements are:

- Bachelor's degree in relevant field (may substitute two years of relevant experience per one year of required education)

The minimum experience requirements are:

- 8 to 12 years of relevant work experience in Quality Management, Process Audit and Process Reengineering, Risk and Compliance

- Strong working knowledge of gas and electric utility protocols and market operations for both competitive and regulated markets

- Working knowledge of distributor operations, regulatory environment and Utility Commission Rules

- Experience contributing to success in a project management environment

SKILLS AND COMPETENCIES

- Clear understanding of business policy and practice throughout entire retail business

- Absolute credibility with internal business partners and customers

- Excellent analytical, organizational, and time management skills

- Advanced interpersonal, presentation, and oral/written communication skills

- Ability to assess root cause of problems and identify/recommend solutions

- Proactive in identifying potential issues and recommending/implementing solutions

- Demonstrates effective problem solving and decision-making skills, good insight and judgment as well as innovative and creative thinking

- Skilled in using computer software applications such as Microsoft Office and Access

PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS

- Long and irregular hours

- Use of a PC, computer terminal and/or telephone over 4 hours a day

- Operating in a fast-paced professional office environment