The Sewerage and Water Board of New Orleans (SWBNO) is seeking a dynamic and experienced billing professional to lead our Billing, Accounts Receivable, and Customer Account Resolution functions as the next Senior Billing Director (Director). This critical position requires a leader with a strategic mindset who can lead cultural shifts, implement accountability measures, and restore community trust and confidence. The Senior Billing Director will be central to addressing current billing and collection difficulties and improving our processes to achieve accuracy, efficiency, and high levels of customer satisfaction. The Director will report to the Controller and have up to three direct reports.
The Director manages the implementation of best practices and innovative solutions to further enhance the existing billing systems and processes and must be proficient in billing software, financial management systems, and performing complex data analysis for billing functions. Through collaboration with the Finance team, the Director is entrusted with guaranteeing clear and consistent communications on utility billing and accurate financial reporting, along with the development and management of the department's budget to ensure the efficient use of resources. The Director oversees the accounts receivable processes and ensures the timely collection of payments.
The Director prioritizes the effective and equitable utilization of service disconnections to protect recovery costs of service and improve the management of non-revenue water. The Director is responsible for the development of effective strategies to improve and ensure timely billing processes, accuracy, efficiency, and resolution of billing discrepancies to improve customer sentiment overall.
The Senior Director will collaborate with the CFO, Chief Customer Service Officer, Controller, and other key agents to build trust and confidence within the community by addressing billing concerns promptly and transparently. The Director will oversee the Billing, Accounts Receivable, and Customer Account Resolutions departments, leading and mentoring a team while developing strategies to improve billing accuracy and efficiency. Responsibilities include ensuring timely collection of payments and collaborating with the Finance team for accurate financial reporting.
The Director will establish and uphold solid relationships with customers, stakeholders, and regulatory bodies. The Senior Billing Director will address billing concerns in a timely and transparent manner. This role requires driving cultural change within the department, promoting a proactive and customer-centric approach, establishing accountability measures, and promoting a proactive and customer-centric approach. The Director will champion diversity, equity, and inclusion initiatives within the department while establishing and enforcing accountability measures to ensure high standards of performance and integrity.
Priorities
- Develop and maintain strong relationships with customers, stakeholders, and regulatory bodies.
- Enhance the quality of life in our community through reliable and equitable water services.
- Understand the need for and implement best practices in water billing.
- Continue the successful smart metering installation process.
- Establish more standardized practices for account review and determination to ensure bill accuracy.
- Improve billing delinquency rates.
- Utilize data to identify trends and develop processes that will lead to positive change for the department.
Qualifications
Minimum requirements include any combination of education and experience equivalent to a bachelor's degree in business administration, accounting, finance, or a closely related field. Must have a minimum of five years of experience in a leadership role and 10 years of experience in billing, accounts receivable, or a related field with a proven track record of successfully leading and transforming billing or other routine business operations.
Preferred qualifications include a master's degree in business administration or a CPA. A proven track record of successfully leading and transforming billing or other routine business operations with high volume is also preferred.
Compensation and Benefits
The expected hiring range is $92,000 - $96,370, depending on qualifications, with an excellent benefits package.
How to Apply
Applications will be accepted electronically by Raftelis. Applicants complete a brief online form and are prompted to provide a cover letter and resume. The position will be open until filled with a first review of applications beginning November 5, 2024.
In addition to applying through Raftelis, all applicants must also apply via the New Orleans Civil Service jobs site.
Questions can be directed to Pamela Wideman at pwideman@raftelis.com and Robert Colichio at rcolichio@raftelis.com.
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