Program Manager - Customer Svc Compliance

Iberdrola • FULL_TIME • Augusta, Maine • 2w ago

Program Manager - Customer Svc Compliance

Title: Program Manager of Customer Service Compliance

Reporting to VP of Customer Service

Summary:

The Program Manager of Customer Service Compliance is responsible for providing senior management with consistent, accurate, and relevant business data to enable continued business performance analysis and informed business decisions. This includes creating and maintaining key performance indicators, sustainability reporting, records retention programs, and regulatory-required reporting. Additionally, the Program Manager will be responsible for implementing and overseeing various internal audits to ensure compliance with regulatory and company policy requirements. This position will be key in integrating multiple departments to ensure the company meets or exceeds its compliance obligations and regulatory metrics.

Key Responsibilities

Manages and oversees various regulatory obligations as they impact CMP Customer Service, including but not limited to reviewing filings for accuracy, compliance and completeness, tracking, and overall administration.
Ensures compliance to all regulatory driven rules and regulations, particularly Chapter 815 and collections related processes, including obtaining, managing and certifying applicable adherence sign-offs from business and other stakeholders.
Provides leadership on various programs, projects and RFPs for various initiatives.
Prepares all necessary documentation, providing regular updates to key stakeholders.
Identifies and initiates requests for enhanced system/application functionalities to meet regulatory obligations, with a focus on automation where possible.
Leverages strong knowledge of system capabilities to drive effective business and collections processes.
Collaborates with multiple business areas including Customer Service, Regulatory, Center of Excellence, Information Technology, and other key business areas.
Acts as a primary liaison between Regulatory and the business on existing and to-be processes, providing gap analysis, along with system and functionality efficiencies and effectiveness, with a concentration in optimizing strategies with regulatory requirements.
Provides expertise and immediacy of decision making.
Effectively communicates with management/executives as well as at the front-line level to drive decisions with compliance front of mind.
Coordinate discussion of Customer Service Performance goals and propose scenarios for optimal performance.

Skills and Requirements

Bachelor’s degree (IT-related discipline preferred) or significant and advanced experience in this specific field for over 8 years required.
Five years relevant experience required.
Advanced proficiency in Excel, PowerPoint, Word, Microsoft Office Suite.
Ability to understand and analyze regulatory filings along with customer service standards/rules, translating to business and system functionalities and processes.
Excellent oral and written communications skills.
Excellent problem solving and analytical skills, with an ability to work with all levels of the organization.
Demonstrated effectiveness facilitating teams across functional areas on assignments with high visibility.
Proven ability to manage multiple deliverables on-time.

Competencies