Mgr, Retail Ops

PRIMARY PURPOSE OF POSITION

Constellation is seeking a qualified professional with proven experience and results to join our Retail Operations team. The Manager, Retail Operations is responsible for managing and coordinating the activities and operations of the teams in the assigned business function areas. This position will maintain an advance understanding of the workflow activity and business process mapping as well as the current industry and regulatory requirements within the assigned teams and will guide the team through complex workflow issue resolution and evaluate the integrity of system controls providing direction and support for innovation where needed. This position will proactively communicate with other teams to mitigate or fully remediate issues that cross multiple functional areas.

PRIMARY DUTIES AND ACCOUNTABILITIES

• Talent Management (Leads, Coaches and Engages Talent): Build and maintain a high-performance team through best practices in hiring and onboarding. Maintain individual and team performance management using goals, metrics, quality assurance, development plans, and regular performance reviews. Focus and emphasis on preserving employee engagement and developing team culture. Maintain a high level of stakeholder engagement and cross-functional communication to ensure the execution of company strategy. Develop and execute business continuity plans as needed.
• Team Leadership and Team Development Support (Leads Coaches and Engages Talent): Provide leadership and feedback to team members and champion teamwork across the functional team. Monitor day-to-day workflow activities for the functional team to ensure work performed by team members is high quality, timely and in compliance with operational objectives. Communicate functional team's progress, status and issues to management. Report targeted and obtained deliverables. Work strategically to identify the need for system or process changes and workload reallocation based on changing business needs and assign work to team members accordingly. Lead development and implementation of team level plans addressing communication, leadership, technical skill training, and increasing industry knowledge.
• Projects, Improvements, and Innovation (Process Improvement / Projects): Leverage subject matter expertise in working with project groups, Information Technology and cross-functional teams for key deliverables. Identify and create business requirements for enhancements to systems and existing processes, based on understanding and evaluating business needs. Participate on capital projects and champion key operational decisions. Develop test scripts for business processes, system enhancements and bug fixes as needed. Maintain an advanced understanding of workflow processes and exception handling. Proactively challenge the status quo to automate and improve processes through innovation by creating and/or leveraging new technologies or work processes, with focus and intent on implementing their sustainable solutions. Develop and lead initiatives to improve the reliability and integrity of business processes and workflow systems Collaborate with other functional teams to provide recommendations for ongoing workflow innovation.
• Problem Solving and Issue Resolution (Problem Solving / Analytics): Exercise independent judgment and leverage subject matter expertise to investigate discrepancies in work processes and take necessary actions to resolve, including working with other internal functional teams as needed. Compare and evaluate alternatives, using discretion to select and execute appropriate course of action to fully resolve customer issues (such as courtesy credits), working with other functional teams and leveraging alternate technologies as needed. Support alignment between Wholesale and Retail portfolios and understand current and impending regulatory changes and LDC / ISO market rules. Read and interpret tariffs and complex market guidelines. Participate in Deal Review process and perform complex, manual duties, as needed.
• Comprehension/Adherence of Policies and Controls (Operational Excellence): Maintain an understanding of business, contractual, regulatory, and market policies/tariffs and ensure assigned workflow processes are aligned. Ensure that all Sarbanes-Oxley ("SOX") Key Controls and other company policies are followed. Review and evaluate the integrity of internal workflow system controls and the reliability of control procedures across Retail. Ensure adherence to polices and controls within team.

MINIMUM QUALIFICATIONS

• Bachelor's degree with 7 yrs work experience required; or 10 yrs combination of education and relevant work experience
• Demonstrative management/leadership skills (3 or more years of leadership/management experience)
• Creates competitive advantage
• Prior experience in the retail energy industry and/or regulated energy industry
• Proven ability to develop a team through recruitment, training and personal development
• Ability to effectively and professionally communicate, in oral or written form, with internal and external parties
• Sustain high performance in ambiguous and stressful situations
• Ability to make quick and independent decisions earning credibility
• Ability to reach agreement across departmental boundaries
• Ability to influence key business decisions
• Excellent organizational, time management skills
• Results driven and team oriented
• Strong interpersonal and analytical skills with ability to solve new and complex problems quickly
• Working knowledge of LDC / ISO market transactions (EDI)
• General knowledge of employee related procedures, policies, and processes