Area Retail Operations Manager

Profile

,AnswerValue:Integrates knowledge of many front and back office processes, systems/software to ensure a positive customer experience and effective operation and reporting of customer transactions, cash management, reporting and auditing, billing inquiries, field services, and distributions operationsLeads department teams of safety, customer service, cash management, training coordination, etc. Coordinates and/or assists with projects such of franchise management, street light audits, business office strategy, process improvement, employee recognition, etc.Coordinates business processes with related departments (i.e. Retail, Corporate Communications, Information Technology, Distribution Operations, Legal, Rates and Regulatory, Energy Efficiency, business partners, etc.) to ensure effective operations and customer serviceAccountable for ensuring staff maintains a thorough knowledge of and adheres to company and business office policies/ procedures (including ensuring OQ Gas certification of all staff) and company services to ensure annual compliance and the advancement of the customer experienceEnsures staff adherence to cash management/handling policies and reconciliation of daily cash deposits including review of cash management policies semi-annually and periodic updatesEstablishes and monitors achievement of respective metrics and implementation of process improvements. Ensures weekly, monthly and yearly performance targets are met or exceeded and develops appropriate action plans when targets are not met to meet the needs of customers and stakeholders. Reviews customer survey results to identify areas of improvement to enhance the customer experience Responsible for maintaining a high customer satisfaction rate by directing, guiding, and assisting employee/contractors in maintaining excellent customer relations through timely and accurate responsesCoordinates with AROMs and other departments to analyze and resolve customer problems, inquiries, and complaints. Mentors Lead, Senior CRs and Energy Advisors on resolution of customer concerns Prepares annual budget and manages operations by collecting and compiling information necessary to prepare budget, review expenditures, setting specific budget targets, identifying and reducing targets to the appropriate levels, and taking corrective actions to meet budget guidelinesPrepares monthly budget variance reports and provides recommendations to upper management for budget reallocations throughout the year; Assists manager in the quarterly budget forecastAssists with the negotiation of local utility service contracts (i.e. Franchise Fee) with government officials in service territory Responsible for facilities management including contribution to the RFP process, contract review, and supervision of contracted facilities staff to ensure adequate adherence to scope of work and attendance of contracted facilities staffRepresents company in local political/community organizations by engaging elected officials and community leaders in meetings on various topics related to the utility business (i.e. impact of rate changes, credit and collections, billing, franchise agreements, new/proposed projects, etc.)Coordinates, organizes and heads efforts to represent the company in the community. Plans programs that promote good will and fosters relationships with community leaders. Supervises the charitable contributions for the area, including screening request for financial support and distribution of fundsResponsible for personnel decisions regarding staffing, compensation, promotions, discipline and termination of employees in accordance with company policies Works with approved vendor to ensure that adequate qualified contractor resources are available to effectively execute daily operations and provides feedback to vendor regarding performance. Oversees and monitors contractors in the areas of safety, productivity, quality and attendanceEvaluates employee performance (Performance Excellence Process) and development (Individual Development Plans) for the purposes of promotion, salary recommendations, and administer disciplinary actions consistent with company and departmental policiesMaximizes career potential of employees by establishing a personal development program and identifying specific training and development activities for current and future assignmentsDevelops and administers departmental policies and procedures consistent with government regulations and associated company policies. Plays a significant role in work force planning and department strategy Serves as a company liaison during storm restoration events as directedAll other duties and projects/responsibilities as assigned by Manager,

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