Manager of Payments, Print, and Vendor Management (Hybrid Schedule)

Eversource will not offer immigration-related sponsorship for this position (e.g., H-1B, O-1, J-1, TN, E-3, etc.). Applicants requiring visa sponsorship to start employment with Eversource will not be considered.

Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change .

The Manager of Payments and Print is responsible for managing bill and correspondence printing and customer payment processing for all Eversource operating companies, as well as managing the relationship between Eversource and its customer operations and digital strategy vendors. This position manages the strategy and day-to-day activities for Eversource customer payments and print. Responsible for managing print and payment vendor performance, contract terms and adherence to Service Level Agreements (SLA’s). Ensures operational performance meets customers’ needs and regulatory requirements at the lowest possible cost to the consumer.

Essential Functions: 

• Manage the production of customer bills and related correspondence (shut off notices, final bills, etc.) for all Eversource operating companies.
• Responsible for customer payments from various sources including electronic payment channels and pay agent transactions for all ES operating companies.
• Develop and manage the associated postage strategy to minimize the multi-million-dollar postage budget.
• Develop and manage the O&M/Capital budget for Payments and Bill Print and is responsible for variance reporting and projected year end expenditures.
• Manage the remittance deposit and customer payment reconciliation process in partnership with Treasury.
• Direct the development and implementation of work method standards and operating procedures to ensure achievement of the Payment & Bill Print Department’s goals and objectives.
• Build and maintain positive relationships with vendors including clear communication and feedback, regular meetings, and addressing any issues or concerns that arise.
• Monitor performance standards for customer operations and digital strategy vendors, including SLA reviews and vendor site visits.
• Manage vendor issues that negatively impact customer experience or Company operations including vendor and IT meetings, appropriate and timely communications to leadership and impacted areas, root cause analysis, and development of improved controls.
• Lead annual or bi-annual executive touchpoints between the Company’s senior leadership and vendor partner senior leadership teams.
• Present monthly to senior leadership on the status of vendor management related activities, including RFP status and vendor service strategy.
• Research and understand vendor capabilities within the digital and customer operations space of the utility industry; serves as a liaison between internal business partners and outside vendors to meet and discuss capabilities.
• Lead communication efforts in the event a vendor performance issue impacts customers or other areas within the Company.
• Propose process redesign and technology advancement, based on “best practice”, to improve business operations.
• Collaborate with Legal and Procurement to monitor internal practices and vendor compliance with various policies and regulations related to payment processing and non-public customer information.
• Prepare and propose financial requirements for budgeting process; support all aspects of project work for payments and print, monitor project milestones, project expenses, and analyze costs variances from budget.
• Participate in regular Request for Proposal (RFP) or sole sourcing activities, including developing requirements, statements of work, pricing models, performance metrics, bidder question responses, selection of candidates, evaluation of bids, contract award, contract execution, vendor build and onboarding, etc.
• Participate in contract negotiations ensuring the contract outlines the terms of the relationship and the obligations of both parties including: compliance with regulatory requirements, developing and implementing vendor performance metrics, vendor security and data privacy compliance
• Develop and monitor key performance indicators to ensure operational effectiveness.
• Monitor and track operational productivity and benchmarks against best practice performance standards.
• Perform storm restoration and emergency assignment as necessary.
• Provide expert testimony for payment, print and vendor management related operations, including in-person and/or virtual hearings with state regulators.
• Respond to regulatory inquiries and provide data for rate case requests.

Qualifications:

Technical Knowledge/Skill: 

• Knowledge of finance and accounting, cash management, payment processing, payment options, and print and mail operations.
• Familiarity with payment and print policies, practices, laws, and regulations.
• Experience managing large scale projects involving technology implementation and process change.
• Knowledge and experience with vendor contract management, request for proposal development, and vendor bid review and evaluation.
• Ability to develop written policies and procedures.
• Experience with budgeting and invoice management.
• Excellent at interpersonal interactions.
• Strong verbal and written communication and presentation skills.
• Proficient in PC desktop applications (e.g., Microsoft Word, Excel, Access, and PowerPoint).

Education:

• Bachelor's degree in business administration, management, finance, accounting, statistics, economics, or related discipline, or equivalent work experience.
• MBA is preferred.

Experience :

• Ten (10) plus years of experience in payments, print, billing, or customer service.
• Two (2) plus years of experience managing or supervising teams engaged in customer care functions or related activities.

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Competencies:

Build trusting relationships

Manage and develop people

Foster teamwork and cross-functional collaboration

Lead change

Communicate strategic vision

Create an engaged workforce

Focus on the customer

Take ownership & accountability

Compensation and Benefits:

Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is:

$141,530.00-$157,260.00

Worker Type:

Regular

Number of Openings:

1

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location. 

EEO Statement :

Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

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