Operational Risk Manager

Description

POSITION DESCRIPTION:

EnFin’s Manager of Operational Excellence is responsible for driving operational excellence across our solar operations, ensuring efficient and effective processes, and identifying opportunities for continuous improvement. Ensuring seamless transition of the customer through all payment stages, including post PTO concerns.

This position will be based out of one of our offices in Irvine, CA; San Francisco, CA; or Teaneck, NJ, with a potential in-office schedule set at the direct manager’s discretion in accordance with the company policies and procedures. Remote work may be considered for exceptional cases.

Responsibilities

• Support with fraud verification activities and lead the O&M team as Servant Leader who leads with empathy, sets clear expectations and inspects what they expect from the team.
• Review and approve/reject O&M quotes with the Director.
• Develop, implement and monitor processes and procedures to ensure operational excellence, efficiency, and scalability.
• Establish and track key performance indicators (KPIs) to measure operational performance, identifying areas for improvement and opportunities for growth.
• Oversee active/suspended channel partner relations and ensure effective outcomes are met.
• Ensure channel partners are adhering to their program agreements and if any violations occur, they are reported accordingly, and the applicable corrective action is communicated to the channel partner.
• Analyze and optimize solar operations, including installation, maintenance, repair/warranty process, to reduce costs, improve quality, and enhance customer satisfaction.
• Collaborate with cross functional teams to implement process changes, ensuring smooth transitions and minimal disruptions to operations.
• Conduct regular audits to identify areas for improvement, ensuring compliance, regulatory requirements, industry standards and company policies are met.
• Follow the Complaints Process, use tools & resources, and execute our policies & procedures in place to resolve our customers and business partners’ complaints/escalations.
• Perform outbound calls to channel partners (Installers and sales companies) to resolve violations of SLA/SLO and ensure successful mitigation of the situation.
• Perform QA/QC with inbound calls, emails and case progress to positively manage both our customers and business partners’ relationships.
• Directly manage outliers in the pipeline and work with the applicable team to troubleshoot back into production.
• Schedule regular meetings, discussions, and teleconferences to strengthen the relationship with our business partners.
• Address any customers’ concerns or escalations promptly, professionally, and accurately.
• Raise any business partners’ concerns to the Ops Leadership team promptly.
• Review & analyze O&M and RM reports for our business partners performance and behavior to address potential risk.
• Identify opportunities for business growth to our Ops Leadership team.
• Review loan documents and installation contracts for accuracy and completeness.
• Provide support to our business partners on how to use our proprietary loan origination software.
  
  

Required Qualifications

• A bachelor’s degree in business or other related field with a minimum of 8 years’ work experience.
• Extensive background related to pipeline/account management.
• Excellent verbal and written communication skills; strong interpersonal skills requiring sensitivity and discretion; capable of analyzing data; strong attention to detail; and the ability to exercise sound judgement.
• Prior experience with PMP or other project management, solar operation experience, customer service, and B2B2C.
• Proven track record of B2B2C sales and/or developing B2B relationships.
• Ability to influence and direct third-party providers to execute and remediate projects in a timely and cost-effective manner
• Demonstrated track record of successfully working on multiple projects and activities at one time; must possess ability to work effectively under pressure, meet strict deadlines, and complete assignments with little oversight.
• Excellent time management and prioritization; enjoy operating in a dynamic and fast-paced environment.
• Powerful analytical, problem-solving, and critical thinking skills.
• Advanced working skill set with Salesforce, Tableau, and MS Office (specifically Excel and PowerPoint) including advanced Excel formulas (VLOOKUP, if statements, pivot tables)
• Utility experience required, strong knowledge of utility regulations and tariffs.
• Ability to interpret complex regulatory and tariff documents.
• Must possess industry associations and networking group connections.
• Strong understanding of utility corrections and kickbacks and track record of successful mitigation.
  
  

Preferred Qualifications

• Experience related to consumer loan processing, underwriting and regulatory requirements.
• Previous financial services and/or consumer lending experience.
  
  

Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future.

Physical, Mental & Environmental Demands

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

Mobility

Standing

20% of time

Sitting

70% of time

Walking

10% of time

Strength

Pulling

up to 10 Pounds

Pushing

up to 10 Pounds

Carrying

up to 10 Pounds

Lifting

up to 10 Pounds

Dexterity(F = Frequently, O = Occasionally, N = Never)

Typing

F

Handling

F

Reaching

F

Agility(F = Frequently, O = Occasionally, N = Never)

Turning

F

Twisting

F

Bending

O

Crouching

O

Balancing

N

Climbing

N

Crawling

N

Kneeling

N

The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.

• This target salary range is for CA positions only and should not be interpreted as an offer of compensation.
  
  

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