Job Description

As an NRG employee, we encourage you to think creatively and proactively about your career choices.  Our work environment is dynamic and the career opportunities across our businesses offer variety and challenge.  Providing career growth to our own employees is critical to our ongoing success--take charge of your career goals and empower your future!

Job Summary:  

The Customer Onboarding/Contracts team delivers excellent customer and broker experiences through seamless execution of end-to-end processes throughout the lifecycle of contracts. The team is seeking an experienced professional to lead collaboration with cross-functional stakeholders, drive continuous process improvement, and manage change during integration of systems while providing top-tier support to the business. The role requires a high degree of collaboration with subject matter experts in several key departments together with excellent communication and leadership skills.

 Essential Duties/Responsibilities:

Evaluate business processes and identify opportunities to drive continuous process improvement through job redesign, workflow, automation, and elimination of waste

Align process change opportunities with business integration schedule phases and prioritization

Assess service level agreements, strengthen relationships with internal stakeholders that impact service levels and execution of day-to-day team responsibilities

Evaluate key performance indicators and develop recommendations for enhanced metric tracking and reporting to maintain alignment and provide performance transparency

Oversee supervisor and key leads engaged in daily end-to-end onboarding and contract production processes to provide timely, accurate, and quality support to the business

Manage pipeline of workflow queues, schedules, prioritization of work, and allocation of resources 

Troubleshoot and resolve contract and enrollment-related issues by marshalling applicable resources to develop and implement solutions

Intervene and course correct when production problems arise. Apply strategies and tactics to effectively manage workflow to address resource constraints or unanticipated issues

Maintain productive relationships with key stakeholders, including Sales, Billing, Client Experience, Key Client Services, Client Advocacy, Legal, Accounts Receivable Management, I.T., Regulatory, Continuous Process Improvement, and Compliance

Develop team members through identifying areas of opportunity, creating training plans/goals, and managing performance outcomes

Oversee applicable SOX and operational controls, together with applicable reports

Coordinate management reporting (recurring and ad hoc), including key performance indicators, metrics, budget variances, regulatory, and compliance reports

Provide strategic and tactical input to cross-functional project groups involving technology, systems, business process, and change management issues/opportunities

Skills and Qualifications:

Effective verbal and written communication – high-stakes crucial conversations, effectively leading difficult communications with groups and individuals with divergent points of view

Open-minded, eager to explore potential options to solve problems, cultivate ideas, foster a culture of productive change and new ideas

Adaptability, prioritization of activities, bias to action, sense of urgency, focus, and execution

Strong analytical skills – deconstruct recurring problems, apply logic, separate fact from emotion, apply deductive and inductive reasons, identify root cause, develop solutions, deploy countermeasures and execute

Time-management skills, ability to work effectively under pressure

Strategic thinking as well as tactical problem-solving skills

Working Conditions:

An NRG office location leveraging hybrid worker segmentation 1-2 days per week in office

Some travel may be required

 Minimum Requirements:  

Bachelor’s degree

10+ years of experience with 5 to 7+ years of managerial experience

Significant experience in the retail energy industry

As a part of the NRG commitment to health, safety and well-being of our employees, customers and the community, this role requires weekly COVID-19 testing for employees who are not fully vaccinated.

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is occasional opportunity to move about.

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