Supervisor, Client Operations

Welcome to the intersection of energy and home services. At NRG, we're all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers' lives easier-helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

More information is available at www.nrg.com. Connect with NRG on Facebook, Instagram, LinkedIn and X.

Job Summary:

The Client Operations team delivers an excellent customer and broker experience through seamless execution of end-to-end processes throughout the lifecycle of the Customer Journey.Specifically, Client Operations ensures contract accuracy, consistency between the contract and the system, communication to customers and transaction exceptions. The team is seeking an experienced leader to oversee operations, collaborate with cross-functional stakeholders, drive continuous process improvement, and manage change during the integration of systems while providing top-tier support to the business. The role requires a high degree of collaboration with subject matter experts in several key departments together with excellent communication and leadership skills.

The Client Operations Supervisor is responsible for ensuring their team of specialists provide accurate and timely support facilitating post sales processes. This includes hands-on supervision of day-to-day tasks and deployment of resources as needed to meet company objectives.

The successful candidate must be highly organized, familiar with the sales cycles and associated processes, able to prioritize multiple deadlines and have an understanding of energy markets and NRG's product suite.

Essential Duties/Responsibilities:

• Evaluate business processes and identify opportunities to drive continuous process improvement through job redesign, workflow, automation, and elimination of waste.
• Monitor and evaluate key performance indicators to ensure Service Level Agreements are being met
• Manage a pipeline of workflow queues, schedules, and priorities, and allocate resources
• Troubleshoot and resolve enrollment and early move-out issues in a timely manner
• Supervise temporary and permanent resources employed to handle routine data entry tasks involved with the processing of transactionsand terminations
• Develop & maintain a high-performing team of temporary & permanent resources fostering growth and opportunity
• Interact regularly with other departments such as Sales, Pricing Operations, Legal, Contract Administration, Transaction Management, Billing, and Customer Service to help ensure timely and accurate responsiveness
• Ensure team members are trained on current products and processes
• Ensure team compliance with internal policies and business rules at all times
• Other duties as required by business needs.

• Hybrid; 3 days in the office per week
• Travel could be expected no more than 25%

Minimum Requirements:

• Bachelor's degree or equivalent experience
• Three or more years experience in the retail energy industry

Job Knowledge, Skills, and Abilities:

• Knowledge of the utility and/or the deregulated energy or telecommunications industry
• Ability to recognize critical business needs and determine the appropriate course of action while remaining aligned to the overall strategic vision
• Ability to prioritize both routine and unpredictable work activities, identify exceptions, and recommend solutions to leadership
• Proficient communication skills and experience communicating with cross-functional departments in both oral and written form.
• Works well under pressure, remaining focused and calm in the face of distractions and changing priorities
• Excels in building relationships with all stakeholders in the contracting process (including Sales, Legal, Risk, Credit, Pricing, etc.)
• Excels in the execution of multi-task assignments.
• Ability to quickly conceptualize and assimilate data to make decisions and take appropriate action.
• Ability to work effectively in a team-oriented environment.
• Adapts effectively to new and changing environments.

Preferred Qualifications:

• Knowledge of Siebel, SAP CCS, and Microsoft Tools.
• 3 or more years of supervisory experience is a plus
• A minimum of 3 - 5 years of experience in analyzing and developing business processes and participating in business processes and system improvement efforts is preferred

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.