New

Manager Billing

APS (Arizona Public Service)
United States, Arizona, Phoenix
Apr 25, 2025
Arizona Public Service generates reliable, affordable and clean energy for 2.7 million Arizonans. As the state's largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona. Summary The Manager Billing is responsible for the performance and results of the billing and business systems functions. Ensures efficient and effective processes and standards for the function. Manage statewide high volume billing operations including the management of billing operating systems, and the consistent and accurate processing of exception billing items. Direct and maintain staffing and system operations for the timely and accurate printing and inserting of statements and marketing inserts. Leads and develops individuals and teams by using people management processes and tools that involve staffing, training, supervising, coaching, and performance management to achieve optimal performance. Resolves complex operational issues and recommends and implements viable alternatives and solutions. Support teams to achieve superior performance and service and to meet business goals. Minimum Requirements BA/BS in Business, Finance, Marketing or related degree any combination of related education and experience Plus eight (8) years' experience in a Customer Service, billing and/or credit and collections environment. Customer Service experience may be in the call center, banking, retail, or other service related positions. Extensive knowledge of rate applications, electric metering, billing procedures, CIS and related system and ACC Rules and Regulations. Five (5) years' experience in a leadership role involving planning, organizing, directing and evaluating the work and performance of subordinates. Strong understanding of business processes and data. General business and operational knowledge including functions, procedures, processes, and computer systems. Proven ability to establish and maintain effective working relationship with all levels of personnel and other departments. Must demonstrate excellent communication skills; able to express ideas clearly and effectively both orally and in writing. Excellent analytical and project management skills. Adapts to changing environment and shift priorities while managing a wide-range of projects. Proficiency with Microsoft Word, Excel, Outlook and Internet. Major Accountabilities 1) Establish the overall administrative and operating standards across the billing function including setting goals and objectives and directing workflow procedures. 2) Select and develop a high performing team through effective coaching, performance feedback, recognition, training and developmental opportunities. Actively seek to improve own skills and knowledge to apply to current and emerging business and technical environment. 3) Oversee daily high volume billing, print and inserting operations staff and systems. Ensure compliance with legal and regulatory requirements. 4) Ensure the expedient, accurate processing of all disputable, problematic and system exception billing. 5) Oversee the planning, project coordination and management for the operations and administration of the Customer Service business systems. Leads the development and implementation of a Business Systems strategy and roadmap in support of functional and business priorities. 6) Identify and solve interdepartmental and intradepartmental issues to maximize cost effectiveness and contribute to the APS competitive advantage. 7) Initiate corrective actions and monitor progress including personnel counseling, team facilitation and positive confrontation to ensure successful individual and team performance. 8) Prepare, recommend and oversee development of operating budgets. Monitor spending for adherence to budget; plans, develops and recommends plans to address variances. Continually improves department work processes and maintain reports monitoring team performance as well as budgets. 9) Identify industry trends and issues and recommend and develop strategies to leverage new technologies and implement processes that contribute to APS' competitive advantage. 10) Provide counsel to all of Customer Service management in cost saving techniques, research through other utilities and best practices. Export Compliance / EEO Statement This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person. Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law. For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA). In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws. Hybrid: Employees in hybrid roles work both in their home offices (virtually) and alongside their colleagues (in person). In order for employees to build strong relationships and to promote meaningful in-person interactions, hybrid employees are expected to work about 40% of their time in-person at an APS or other (non-home office) location. Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees). Working from a home office requires adequate technology and an appropriate ergonomic set up. *Role types are subject to change based on business need.