Supervisor Customer Regulatory Escalations and Programs

Company Summary Statement

Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode Island through the delivery of electricity or natural gas. Our team is dedicated to helping Rhode Island customers and communities thrive while supporting the transition to a cleaner energy future. Rhode Island Energy is part of the PPL Corporation (NYSE: PPL) family of companies addressing energy challenges head-on by building smarter, more resilient, and more dynamic power grids and advancing sustainable energy solutions. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.
Overview

The Supervisor Customer Regulatory Escalations & Programs oversees and manages handling of Executive and Escalated Regulatory Customer Complaints and Customer performance while developing partnerships with both the regulators and key internal stakeholders to ensure customer issues and performance are addressed timely and in line with our regulatory framework.

This role is responsible for monitoring performance and continuous risk mitigation and will not only ensure timely resolution of the complaints portfolio but will also align across Customer Organization to deliver meaningful change through data analysis and understanding root cause of gaps across the enterprise. Serving as a key contributor and interacting with the functional leaders, this individual will need to understand the key business drivers that impact performance, including financial, regulatory, operational, capital, customer experience, and external stakeholder engagement.

Responsibilities

• Promote and implement procedural best practice through structured quality assurance within the team to ensure all working practices are compliant with Rhode Island Energy policies and regulatory requirements.
• Oversee a portfolio of current customer issues and ensure timely and quality resolution in line with our policies
• Responsible for developing strategies and tactics to ensure effective program performance, while working closely with cross functional groups over the entire project life cycle.
• Analyzes problem/opportunity areas of assigned programs and provide solutions
• Assess the adequate and timely remediation of control deficiencies
• Establishes milestones and monitors adherence to program plans and schedules while identifying and mitigating risks
• Has proven experience as a Program manager and has thorough understanding of project/program management techniques and methods
• Follows up on compliance issues that require investigation & provides reporting on compliance
• Leads the identification, communication, measurement, and management of customer service risk & works cross functionally with Legal, Risk and Data Privacy to mitigate risk
• Ensures Customer Support is proactively involved in or aware of macro business level decisions or factors potentially impacting volume, workload, and/or staffing requirements.
• Leads development of Dashboards and on demand executive reports
• Supervise a culturally diverse workforce through coaching, counseling and team building to ensure tasks are carried out in an efficient manner.
• Execute instructions and requests, plan and organize resources and make appropriate arrangements to ensure that work is carried out efficiently and in line with relevant policies and processes for service construction work.
• Physical presence in the office/on-site to engage in face-to-face interaction and coordination of work among direct reports and co-workers.
• Build good working relationships with internal & external customers as part of the end-to-end process for Complaints and manage the day-to-day relationship with them to understand their requirements and deliver appropriate solutions, in line with Rhode Island Energy processes.
• Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.
• The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers

Qualifications

Education/ Experience
• Bachelor's Degree plus one year of custom service-related experience or an equivalent combination of education and experience.
• Supervisory experience within a Customer Centric and transactional organization desired.
• Experience leading a team of personnel involved in providing a transactional support service in support of RIE objectives.
• Proven ability to work on concurrent projects; must possess strong problem solving and conflict resolution skills
• Proficient in relevant software e.g., Microsoft Office products (Excel, Word, PowerPoint).
• Demonstrated track record of driving performance through a complex enterprise. Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.

Preferred Qualifications
• Utility Experience Preferred
• Possesses knowledge and understanding of Rhode Island Energy’s electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively
• Experience in Emergency Response Procedures and Business Continuity plans as they relate to the business area.
• Knowledge and understanding of customer systems within a regulated environment
• Exposure to Rhode Island regulatory requirements
• Process and Program management experience a plus
• Knowledge of Word, Excel, Access, and PowerPoint. Ability to quickly learn new software packages.
• Must possess strong written and oral communication skills.
• Ability to work effectively in a team-based environment.
• Excellent negotiating skills and consensus building

• Excellent verbal/written communication skills with the ability to tailor approach to outline remediation efforts for all levels of the organization and must have the ability to deliver significant results on behalf of our customers.