Operations Analyst

This Operation Analyst must be a results oriented high achiever that can work in a team of contract administrators and/or retail contract management analysts that assemble contract agreements and supporting deal flow documents, process customer load data for pricing, and provide billing support services required to support commercial deal flow for sales clients within an environment of established Service Level Operating Metrics. This individual must be a highly skilled multi-tasker that can work well under tight deadlines, with a very high degree of accuracy.

 

Essential Duties and Responsibilities Other duties may be assigned.  Directly or through others, the incumbent will: Be accountable for operational support for contracting, deal flow logistics, and providing accurate data to support complex billing processes; Maintaining effective communication and quality of data as it relates to the contracts with internal sales staff, to insure consistent execution of account setup from deal flow, complex billing operations, as well as CgE execution against the provisions of the agreements signed by commercial clients Work with other business units (Sales, Revenue Management, Legal, etc.) to push process improvements across end-to-end processes to improve customer service to commercial clients and overall efficiency of operations Establish and maintain methodologies to ensure on-going integration of processes affecting customer operations Design measurement criteria to monitor the nature of the integration process Implement and manage an effective change management process to ensure smooth transition of new or adapted processes Identify and pursue technological and process improvements to enhance TXU Energy effectiveness and efficiency Support development of departmental and company processes & procedures related to Retail Contract Management  work streams  Monitor and assess day to day Retail Contract Management related issues to ensure business practices, policies and procedures are executed in an effective manner Ensure operational issues are resolved in a timely and decisive manner, or are escalated as appropriate Analyze customer feedback to identify solutions to improve and enhance the customers’ experience Assess, analyze and prioritize new business proposals for operational viability and ensure alignment with stated business objectives Other duties as assigned

 

Day to Day Responsibilities: Work closely with LCI/SMB sales to support sales efforts. Support negotiations and draft and assemble contracts and contract documentation. Strong interaction and coordination with sales group, credit, structured transactions, billing, etc. Strong demand for accuracy, quick response and flexibility. Prepare responses for proposals, bids, and contract modifications. Provide guidance to business teams regarding contracting issues/questions. Act as focal point for communication to resolve contract issues and disputes. Draft variations of change letters (eg., early switch-away letters). Maintain conversion database and issue conversion letters. Assist in identifying, developing new policy and processes.



The minimum education requirements are:

· Bachelor’s degree in business, accounting or related technical field

· MBA or other related advanced degrees beneficial

 

The minimum experience requirements are:

· Entry-level position, no experience required, but experience with customer-facing work desirable

· Advanced levels: 3 -10 years of experience in contract management, process and change management in relation to electricity operations, marketing, customer service, retail operations and regulatory/legislative affairs preferred.  (Additional experience may substitute for educational requirements.)

· General knowledge of Customer service operations systems, policies, and procedures also very helpful

· Experience managing customer/supplier relationships a plus

 

PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS Requires the ability to perform the essential duties and responsibilities in the following environment:

· Occasional long, irregular hours

· Operating in a fast-paced professional office environment

· Use of a PC, computer terminal and/or telephone over 4 hours a day

· Occasional bending, twisting, crouching, pulling, pushing, and/or reaching to access job-related materials

· Occasionally lifts/moves up to 40 lbs.

 

SKILLS AND COMPETENCIES The following knowledge, skills and capabilities must be demonstrated at a proficient level:

· Very detailed oriented

· Ability to prioritize incoming work

· Strong analytical and problem-solving skills

· Skill in understanding and developing process flows

· Excellent negotiating, consensus building and conflict resolution skills

· Extensive communication and teamwork skills with both internal and external customers

· Demonstrated ability to work effectively in a rapidly changing environment

· Ability to manage a diverse range of projects simultaneously

· Experience in facilitating / leading work groups, process team and focus groups

· Skill in using computer software applications such as MS Visio, Excel, Access and Outlook

· Able to solve problems guided only by general organization objectives, policies, and goals

· Experience in leading work groups and facilitating work groups through complex process studies.



TXU Energy is an equal opportunity/affirmative action employer.

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