Manager, Business Development
2 weeks ago
Position Title
Mgr, Business Development
Business reporting unit
UNS Gas
FLSA Status:
Exempt
Level:
Manager
EEOC Category:
First/Mid Level Officials
EEOC Job Group:
Managers
Does this position involve transmission and/or marketing functions?
– TRM, MKT or N/A
N/A
CIP status
– Cyber, Physical, Both or Neither (Select one)
Neither
Job Code:
M-2
Safety Sensitive:
yes
Last Business Review Date
May 2024
Position Description:
Plan, organize, staff, direct and control overall business objectives of UNS Gas Customer Service Departments. Manage operations for Business Development and Customer Programs. Directly Supervise Customer Service Supervisor and Indirectly supervise Customer Service Representatives at UNS Gas.
Provide all aspects of customer care, energy solutions and problem resolution.Understand, communicate, and negotiate Business Development
to include future and existing customer outreach, liaise with city, town and county offices, keep informed with various chambers of commerce to promote UNS Gas. customers as necessary.Navigates internal departments to advocate for customers, collaborate in the development of customer strategic initiatives, and negotiate agreements to “yes”.Sets challenging objectives to move the business forward, motivating the team for success and encouraging pro-achievement in each employee.
Ensure compliance within regulated environments of the companies varied rules of service.
Position-Related Responsibilities:
·
Develop implementation strategies, align direction, services and performance of various business areas with the organization’s mission, vision and strategic goals
·
Promote cooperation and commitment within various teams to achieve UNS Gas business objectives
·
Provide support and contributions to enable customer growth and rate base development Build and maintain employee, stakeholder and customer satisfaction Provide analysis on growth and customer satisfaction trends, recommend and implement appropriate strategies to increase customers’ satisfaction, rate base and ensure regulatory compliance and enact operational efficiencies.
·
Develop appropriate KPIs to measure billing and special plans effectiveness and provide policies, procedures and processes to improve overall performance
·
Establish performance standards, evaluate results of both individuals and organization; deal with deviations, as required
·
Provide vision to implement efficient systems and new technologies to enhance the customer experience, implement efficiencies and improve revenue.
·
Develop and manage department level Operations and Maintenance and Capital budgets
·
Act as final arbiter for customer service with respect to disputes and ACC complaint resolution
·
Act as the process owner for SOX audit key controls.
·
This position may provide services to affiliates of the Company subject to the UNS Energy Code of Conduct and the related Policies and Procedures.
·
Research, analyze, and implement strategic direction that improves customer satisfaction among the company’s residential and commercial customer base.
·
Keep abreast of growth trends within affected UNS Gas territories and submit findings UNS Gas leadership to assist in future growth and reinforcement efforts.
·
Strategic planning, marketing, and general oversight of the company’s products and services implementation using a Customer Experience mindset.
·
Provides overall promotion, leadership, and management of all Business Development and Customer Service strategies.
·
Contributes to the effectiveness of company operations by keeping abreast of industry and regulatory changes, and establishing technological or business objectives to meet the changing environment by establishing professional relationships with key customers, stakeholders, contractors, developers, and consultants.
·
Understands assigned customers’ businesses and energy needs. Seeks opportunities in the application of strategic, creative strategies for customer / company’s mutual benefit.
Management Responsibilities:
·
Ensure that the Company’s management principles, policies and programs are consistently practiced and continually support the Affirmative Action Plan
·
Comply with and administer the terms and conditions of the Collective Bargaining Agreement(s)
·
Directly Supervise Customer Service Team and be an active member of the Management alliance at UNS Gas.
·
Assume fiduciary responsibility for operating the business and provide recommendations on cost improvement measures
·
Develop a positive rapport and work hand-in-hand with the other members of the Customer Service Leadership team (cost, efficiency, growth, etc.).
·
Provide oversight and management of contractor resources as needed.
·
Administer performance management processes.
Knowledge, skills and abilities:
·
Ability to learn the complex field service and metering systems to suggest and implement additions or changes to either processes or system programming.
·
Ability to learn, UNS Gas, Arizona Corporation Commission Rules & Regulations, departmental policies & procedures and applicable Collective Bargaining Agreements.
·
A high degree of human relation skills required to oversee personnel situations, maintain a positive work environment while maintaining a structured customer service environment.
·
Demonstrable verbal and written communication skills, ability to use spreadsheets, and database software.
·
Excellent interpersonal, oral, and written communication skills and organizational, analytical and time management skills.
·
Knowledge of UNS Gas tariffs.
·
Knowledge of gas infrastructure and construction techniques both upstream and downstream of the meter.
·
Must have strong composition, economic and financial analysis skills.
·
Ability to manage and interpret various contracts and agreements.
·
Experience in customer management for a utility or regulated industry.
Minimum Qualifications:
·
A bachelor's degree in business or related discipline preferred or equivalent experience.
·
Five years experience managing customer utility operations preferred.
·
Customer relationship, management, service, or sales experience.
·
Ability to understand the customer’s business processes and related energy needs and create strategic partnerships for mutual benefit.
The incumbent may be required to perform an operational, maintenance and/or emergency function.Such function may be in a safety sensitive role during the course of the calendar year and might include receiving and acting upon product release calls.
All employees are expected and required to adhere to the Company Code of Ethics and Principles of Conduct.
Salary Zone: M-2 (105,000+ DOE)
Last HR Review Date:
5-6-24
Interested applicants must apply by 5-21-24
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