Manager, Billing, Collection & Customer Service

SUMMARY: Manage the Finance Department’s billing, collection, and customer service functions.

Key Duties and Responsibilities

1. Provide leadership and direct Finance Department’s billing, collection, and customer service activities to ensure that the department functions effectively and efficiently, and guide and monitor department’s compliance with all legal, regulatory, environmental, and safety requirements. A detailed list of finance department functions is provided in the department’s organizational structure.
2. Provide leadership and coordination in the billing, collection, and customer service activities in the company.
3. Manage the billing and collection functions of MEC.
4. Manage the customer service functions of MEC.
5. Establish and maintain appropriate internal controls and segregation of duties to mitigate business risks and safeguard company assets, prevent fraud and embezzlement, secure proper recording and reporting of customer transactions, and ensure compliance with standards and regulations.
6. Direct the preparation of all  reports related to kWh sales and revenues, including billing and collection for all customers (pre and post-paid).
7. Manage all cash collections and maintain  controls over receipts.
8. Responsible for monitoring customer payments and taking action on delinquent customers in accordance with MEC policies and procedures.
9. Manage the customer service functions including the cash offices, call center, and complaint resolution.
10. Develop and implement policies and procedures with respect to all customer interfaces.
11. Evaluate the quality and performance of all computerized customer billing and  information systems in the company and approve and coordinate the implementation of changes and improvements to them.
12. Confer with the CFO and all Directors to coordinate and prioritize budgeting and planning. Review reports to analyze projections of sales of electricity and suggest methods of improving the budgeting and forecasting of billing, sales, and collections.
13. Develop and implement effective training and development programs for the department’s employees and provide for the objective evaluation of their performance on a timely basis.
14. Develop and implement department’s KPIs data gathering and reporting.
15. Ensure the professional development and training of employees.
16. Maintain and develop professional skill levels in finance and customer service.
17. Manage the staff and address administrative issues timely, such as employee timekeeping and leave, employee performance, maintenance of department’s records, and daily work task scheduling/assignments etc., as required.
18. Ensure that employees understand their personal contribution to the organizational objectives and the value that department delivers.
19. Develop and implement an annual action plan and a budget for sales, collections, and customer functions, in line with the company’s business plan and department action plan.
20. Provide regular reports to the CFO on the performance of the department against the Action Plan and KPIs and ensure that all goals and KPI targets are achieved.
21. Participate in the recruitment of department staff, identify, and select the best candidates, inspire, motivate, and empower staff to function as a team.
22. Represent MEC at customer related meetings and gatherings.
23. Ensure coordination with external auditors for financial audit of MEC.
24. Perform other related duties as assigned.

Key Relationships

1. Reports to CFO
2. Provides oversight and guidance for all MEC customer related activities.
3. Works closely with Distribution Department on all issues related to customers including meter reading, connections, disconnections, and customer relations.

Qualification Requirements

EDUCATION: Bachelor’s degree in finance or accounting, from a four-year college or university is required, master’s degree is preferred.

EXPERIENCE: Five years of experience in senior-level finance or customer service position is required.  Professional Certification in Accounting would be an advantage.

SKILLS:

1. Demonstrated leadership and interpersonal skills. Ability to work in a team environment, considering diversity and personality differences.
2. Knowledge of billing, collection, and customer relations principles.
3. Knowledge of automated billing and collection reporting systems.
4. Ability to analyze customer and sales data and prepare financial reports, statements, and projections.
5. Ability to solve practical problems and deal with unexpected opportunities and challenges.
6. Flexible team player with a proven ability to work successfully in a matrix reporting environment.
7. Ability to motivate, develop, and direct people as they work, and identify the best people for the job.
8. Excellent oral and written communication skills in English and the ability to prepare and present concise reports and make presentations.
9. Demonstrated ability to lead or manage projects.
10. Demonstrated ability to identify and resolve problems, including the ability to identify opportunities to improve systems and processes.
11. Ability to interact with diverse groups of people, manage complex situations and build consensus.
12. Effectively manage own time and the time of subordinates.
13. Proficient with MS Office package (Word, Excel, PowerPoint, Project).