Supervisor/Billing & Revenue

The Customer Technology Support (CTS) Billing Support Supervisor is a supervisor of personnel involved in the management of the customer business applications and support of associated business functions at Southwest Gas Corporation (SWG). This role involves overseeing a team of business analysts, implementing effective billing practices, and maintaining internal controls to ensure billing accuracy and compliance.

POSITION DIMENSIONS

This position may have up to eight exempt direct reports. The incumbent may be involved in general budget preparation/forecasting. The incumbent frequently exchanges information with exempt and non-exempt personnel, department management, outside vendors and contractors throughout the Company and frequently exchanges information with officers.

QUALIFICATIONS

There are clear precedents and practices that the incumbent uses as guidelines to determine how this job is performed. This position requires a minimum five years of relevant work and proven experience overseeing teams and projects. A bachelor's degree in accounting, business administration, computer science, information technology, finance or an equivalent combination of education and relevant experience sufficient to successfully perform the essential job responsibilities is required.

The following qualifications are also required:

*Experience working in a cross functional, diverse team.
*Working knowledge of SAP modules, MyCustomer (C4C), Cloud for Customer (or equivalent), MiBob, Power BI (or equivalent report writer), digital applications, customer self-service, billing and payment processes and relevant edge system interfaces is preferred.
*Working knowledge of company core business functions, policies and procedures, applicable tariffs, rules, and regulations.
*Ability to effectively navigate and lead through complex, changing environments by fostering innovation, resilience, and collaboration among team members.
*Ability to understand and address complex problems by recognizing patterns, interdependencies, and leveraging holistic approaches to drive effective solutions.
*Ability to systematically identify underlying issues and implement effective solutions to prevent recurrence, ensuring continuous improvement and operational excellence.
*Excellent research and analytical skills.
*Excellent verbal and written communication skills.
*Excellent leadership and negotiation skills.
*Ability to perform complex business process mapping and influence business process improvements.
*Experience implementing system and business process changes.
*Excellent organizational skills with the ability to work in a complex environment and manage multiple tasks, change requests and projects.
*Expertise in end-user acceptance testing.
*Proficient in analyzing user requests and developing requirements and functional specification documentation.
*Proficient in incident, problem, and application change management.
*Knowledge of Federal Compliance rules and regulations as related to the department's support responsibilities.
*Experience managing and/or acting in a lead role on a complex project.

The following certifications are highly desirable:

*Certified Revenue Integrity Professional (CRIP)
*Project Management Professional (PMP)
*ASQ Quality Certification

ESSENTIAL JOB RESPONSIBILITIES

*Supervise, coordinate, and monitor work activities of exempt employees, providing guidance and support to ensure high performance and professional development.
*Oversee department activities/responsibilities, including planning, scheduling, staffing, monitoring, traveling, and reporting.
*Maintain collaborative relationships with Information Services to align support for Customer, Corporate and Operations department stakeholders.
*Liaison role with Company department key contacts, third party vendors, other utilities, and related organizations.
*Manage performance for team members, including appraisals, goals, hiring, and administrative functions, coaching or other corrective actions as needed.
*Review and approve applicable Sarbanes-Oxley operational reviews of reports, procedures, and processes to ensure compliance with Company policies and procedures, applicable tariffs, rules, and regulations, and work closely with departments on any needed remediations or improvements, as well as with Accounting SOX Compliance and Internal/External Audit.
*Adhere to required Federal Compliance rules and regulations for the department's supported functions.
*Support bill to print process to ensure timely and accurate generation of customer bills.
*Support advancing credit and collections, bad debt and revenue assurance related activities, by making needed improvements to payment processes, training and supporting technologies.
*Work with Tax department to ensure accurate application of tax rates on customer bills in compliance with utility regulations.
*Coordinate with Regulation on non-routine rate and billing changes, ensuring they accurately reflect on customer billing statements.
*Address and resolve payment issues, disruptions and help with any identified billing discrepancies, collaborating with relevant departments, other department Business Analysts and IS whenever necessary.
*Supervise quality control measures to ensure the accuracy of payments and bills.
*Conduct regular audits of billing processes to identify and rectify errors.
*Verify bill rates for customers on various payment programs to ensure they are correctly applied and consistent with contractual agreements.
*Review and maintain catalog of billing reports to ensure they meet business needs.
*Annual budget assistance in the preparation, updating, and variance explanations three-year budget plan, monthly, and year-end projections.
*Provide clear, concise, and effective verbal and written communications to Company management and end users regarding system updates, enhancements, and system issues.
*Provide oversight and input for the development of effective and standardized training materials, operations manuals, and documentation in conjunction with system enhancements, tariff revisions and business process changes to provide end-users with resources to ensure compliance with Company Standard practices, policies, and procedures.
*Provide project management direction related to company initiatives and technology projects and assist in defining, prioritizing, enhancing, and implementing solutions.
*Assist with proactive planning and long-term support of implemented initiatives.
*Manage the identification and resolution of incidents and problems.
*Oversee business-related change requests and provide guidance to department personnel to complete justifications and support functional requirements.
*Review and approve change requests, testing, and training documentation.
*Review technical instructions and procedures.
*Coordinate prioritization of incidents and change requests requesting department management and Information Services.
*Provide leadership and subject matter expertise to workgroup personnel assigned to Company projects and programs to ensure completion within established timeframes.
*Provide leadership during the implementation of projects, programs, and system enhancements to ensure a successful outcome.
*Develop contingency-remedial action plans when required.
*Maintain standard reporting across departments and compile reporting to support strategic initiatives.
*Assist in compliance audits and responses to data requests.
*Perform related duties and responsibilities as assigned.
*Regular and predictable attendance is a condition of employment and is an essential function of the job.

SALARY DETAILS:

Las Vegas: $82, 926 - $120,278

Tucson: $78,779.70 - $114,264.10

Victorville: $91,218.60 - $132,305.80

At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process.