Manager, Payments, Print, Vendor Management

Role Overview

• Manage the production of customer bills and related correspondence (shut off notices, final bills, etc.) for all Eversource operating companies.
• Responsible for customer payments from various sources including electronic payment channels and pay agent transactions for all ES operating companies.
• Develop and manage the associated postage strategy to minimize the multi-million-dollar postage budget.
• Develop and manage the O&M/Capital budget for Payments and Bill Print and is responsible for variance reporting and projected year end expenditures.
• Manage the remittance deposit and customer payment reconciliation process in partnership with Treasury.
• Direct the development and implementation of work method standards and operating procedures to ensure achievement of the Payment & Bill Print Department’s goals and objectives.
• Build and maintain positive relationships with vendors including clear communication and feedback, regular meetings, and addressing any issues or concerns that arise.
• Monitor performance standards for customer operations and digital strategy vendors, including SLA reviews and vendor site visits.
• Manage vendor issues that negatively impact customer experience or Company operations including vendor and IT meetings, appropriate and timely communications to leadership and impacted areas, root cause analysis, and development of improved controls.
• Lead annual or bi-annual executive touchpoints between the Company’s senior leadership and vendor partner senior leadership teams.
• Present monthly to senior leadership on the status of vendor management related activities, including RFP status and vendor service strategy.
• Research and understand vendor capabilities within the digital and customer operations space of the utility industry; serves as a liaison between internal business partners and outside vendors to meet and discuss capabilities.
• Lead communication efforts in the event a vendor performance issue impacts customers or other areas within the Company.
• Propose process redesign and technology advancement, based on “best practice”, to improve business operations.
• Collaborate with Legal and Procurement to monitor internal practices and vendor compliance with various policies and regulations related to payment processing and non-public customer information.
• Prepare and propose financial requirements for budgeting process; support all aspects of project work for payments and print, monitor project milestones, project expenses, and analyze costs variances from budget.
• Participate in regular Request for Proposal (RFP) or sole sourcing activities, including developing requirements, statements of work, pricing models, performance metrics, bidder question responses, selection of candidates, evaluation of bids, contract award, contract execution, vendor build and onboarding, etc.
• Participate in contract negotiations ensuring the contract outlines the terms of the relationship and the obligations of both parties including: compliance with regulatory requirements, developing and implementing vendor performance metrics, vendor security and data privacy compliance.
• Develop and monitor key performance indicators to ensure operational effectiveness.
• Monitor and track operational productivity and benchmarks against best practice performance standards.
• Perform storm restoration and emergency assignment as necessary.
• Provide expert testimony for payment, print and vendor management related operations, including in-person and/or virtual hearings with state regulators.
• Respond to regulatory inquiries and provide data for rate case requests.

Requirements

• Bachelor's degree in business administration, management, finance, accounting, statistics, economics, or related discipline, or equivalent work experience
• 10+ years of experience in payments, print, billing, or customer service
• 2+ years of experience managing or supervising teams engaged in customer care functions or related activities
• Knowledge of finance and accounting, cash management, payment processing, payment options, and print and mail operations
• Familiarity with payment and print policies, practices, laws, and regulations
• Experience managing large scale projects involving technology implementation and process change
• Knowledge and experience with vendor contract management, request for proposal development, and vendor bid review and evaluation
• Ability to develop written policies and procedures
• Experience with budgeting and invoice management
• Proficient in PC desktop applications (e.g., Microsoft Word, Excel, Access, and PowerPoint).

Benefits

• Competitive total rewards program
• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements