Lead Analyst, Retail Ops

About the job Lead Analyst, Retail Ops

Primary Purpose Of Position

We are seeking a qualified professional with proven experience and results to join our Retail Operations team as a Lead Analyst. The Lead Analyst position within Retail Operations is the primary point of contact for escalations and provides cross-functional communications across the organization. The Lead Analyst will monitor the day-to-day workflow activities for the functional team and provide quality performance reporting for the targeted deliverables. The Lead Analyst will provide leadership and feedback to team members and champion teamwork across the functional team. The Lead Analyst is also responsible for managing process improvement activities and leading cross-functional team education as well as team training for the assigned workflow areas.

Primary Duties And Accountabilities

• 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. Assist Manager to develop and implement team level plans addressing communication, leadership, technical skill training, and increasing industry knowledge. (25%)
• Ensure Effortless Customer Experience Performing Operational Duties (Operational Excellence) : Responsible for one or more of the following functions of the order to cash process : managing data used to ensure competitive pricing and accurate billing for customers while minimizing risk, enrolling customers with the utility to ensure they have power or gas when needed; processing contracts and / or confirms to ensure SOX compliance; managing customer payments to ensure accurate posting of cash to customer accounts and accurate revenue recognition; timely 3rd party payments; address internal / external customer inquiries timely and accurately; vendor and system support. (10%)
• Cross Functional Communications (Operational Excellence) Review and communicate issues to team members, leads, management and stakeholders with emphasis on customer information. Initiate and foster collaboration with team members to ensure seamless customer support and knowledge transfer. Proactively communicate workflow system or process concerns to avoid or fully remediate issues that cross multiple groups. Initiate, support and promote change management activities. Interface with internal and / or external customers in handling and resolving inquiries as needed. Assist with indirect leadership responsibilities of team members in support of your leader through effective communication, peer development and / or coaching. (10%)
• Projects, Improvements, and Innovation (Process Improvement / Projects) : Proactively challenge the status quo to automate and improve processes through innovation, with focus and intent on creating sustainable solutions. Leverage subject matter expertise in working with project groups, Information Technology, and cross-functional teams for key deliverables. Identify and create business requirements based on changing business needs. Develop test scripts for business processes, system enhancements, and bug fixes as needed. (20%)
• Problem Solving and Issue Resolution (Problem Solving / Analytics) : Exercise independent judgment and analytical abilities, leveraging subject matter expertise, to investigate discrepancies in work processes. 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. (30%)
• Comprehension / Adherence of Policies and Controls (Operational Excellence) : Maintain an advanced 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. (5%)

JOB SCOPE

Level of independence, decision-making authority or strategic planning accountability : Analyzes data and workflow situations with limited supervision and determines course of action or remediation for complex service scenarios. Resolves questions and issues independently and guides indirect reports in resolving other issues. Duties and tasks are non-routine. Internal and external contact relationships : Key external contacts may include Utility Supplier Representatives and Our Vendors. Key internal contacts may include the Leadership Team, Retail Sales, Federal and State Regulatory and Policy Groups, Customer Care, Contract Administration, Billing, Pricing, Forecasting and Legal.

Qualifications

MINIMUM QUALIFICATIONS

Preferred Qualifications