Description
Overview
The Senior Manager - Billing and Revenue Assurance provides leadership to the manager billing operations, billing specialists and Backoffice employees as they meet business, regulatory and customer requirements. The individual is responsible for implementing and improving Policy and performance of billing processes including identifying and delivering creative process improvements, enforcing policies and procedures, system automation, as well as streamlining effective billing processes for 1.5MM residential, small and large commercial electric customers. Partners across the organization with Distribution Operations and Corporate Finance to document and continually monitor the entire meter installation to cash receipts process ensuring the integrity of revenue operations.
Responsibilities
- Direct the day-to-day activities of the manager, billing operations and billing specialists to ensure prompt and accurate billing for 1.5MM customers.
- Manage the daily operations of the bill controls system.
- Lead efforts to map, create dashboard and monitoring KPIs, and improve key processes across multiple functions including Customer Service, Distribution Operations, and Corp Finance to ensure integrity of revenue operations for the corporation.
- Support and lead efforts to resolve operational issues after normal business hours as needed to ensure the timely resolution of priority operational issues.
- Identify, recommend and implement process improvement solutions for increased overall performance, productivity and capability.
- Work with business line senior management and corporate finance to ensure that all revenue/billing processes are properly recorded and reported to business line and financial senior management.
- Manage and conduct routine billing audits to ensure process is performing as designed.
- Ensure efficiency and accuracy of the monthly bill process.
- Implement quality assurance processes ensuring compliance of rules and regulations.
- Conduct root cause analysis for billing issues, resolve problems and provide guidance to prevent future issues.
- Coordinate and communicate with other business process owners and IT teams that are affected by billing processes; work with internal stakeholders to define effective customer solutions to meet business needs and improve the customer's experience.
- Manage the performance of employees through goal setting, ongoing performance assessment, coaching and counseling.
- Lead and mentor staff to improve skill set and career potential.
- Develop a positive safety attitude in work group.
- Develop and nurture a culture of accountability in the organization.
- Develop, train and motivate staff in a timely and effective manner.
- Meet established Key Performance Indicators for workgroup.
- Develop departmental plans including business, production, efficiency, and organizational priorities.
- Ensure that employee actions follow policies, standards, procedures and applicable codes of conduct, laws and regulations.
- Support overall department and corporate goals as they relate to Customer Services.
- In-person supervision of employees to ensure compliance with FLSA wage and hour issues as well as to monitor compliance with safety rules.
- May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.
- The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.
Qualifications
Basic Qualifications:
- Minimum of six years' experience in the energy industry with a focus on the appropriate one of the following: billing, EGS, credit and collection, business operations and planning, customer service, regulatory and or finance.
- Broad knowledge of customer service systems
- Broad knowledge of billing, suppliers and metering
- Broad knowledge of regulatory rules
- Strong verbal and written communication skills
- Ability to effectively communicate complex issues across all levels of the organization.
- Strong interpersonal and organizational skills.
- The flexibility to handle multiple tasks and respond to changing priorities and deadlines.
Preferred Qualifications:
- MBA
- Proficient in the use of Microsoft Office programs: Microsoft Word, PowerPoint, Outlook, and Excel.
- Strong facilitation and presentation skills.
- Excellent oral and written communication and interpersonal skills.
- Ability to function efficiently and effectively in a fast-paced, dynamic team environment.
Contact
PPL Corporation
Two N Ninth St
Allentown
Pennsylvania United States
www.pplweb.com
From the same organization
6 Oct, 2025
6 Oct, 2025
