Supervisor Business Process Support

Purpose

Serve as a key leader in the establishment of continuous improvement activities by providing supervisory oversight in a variety of customer service and care areas including the planning, design, development, execution and enhancement of SMUDs customer service systems and programs; provide for analysis, design, development and maintenance support activities and technical and non-technical systems-related training to provide business solutions to enhance employee competencies and support the business unit strategic objectives, while meeting SMUD and all legal standards and guidelines.

Nature and Scope

Plans, coordinates, prioritizes, monitors and reviews the work results in assigned area; assists in selecting, training, motivating, evaluating and developing subordinate personnel and ensures safe work practices, work quality and accuracy, sufficient workforce resources, as well as compliance with applicable rules, policies, regulations and procedures.

Duties and Responsibilities

• Supervision: Provide direction and training to subordinates for completion of assigned tasks by administering SMUD policies; planning, coordinating, prioritizing, evaluating and adjusting work functions, practices, and schedules; monitor daily operations of assigned staff to ensure overall work quality, quantity and efficiency following established procedures and standards; ensure staff safety and implementation of safety policies and practices in the work unit and environment; assist subordinates as required; coach and provide performance feedback, and identify and resolve staff deficiencies; provide recommendations to management on staffing, discipline and termination actions, and staff training and development; perform ongoing, assigned operational tasks.
• Process Improvement: Develop, facilitate and lead continuous improvement activities related to strategic, tactical and operational plans for business units. Integrate and reconcile plans and performance with Enterprise Performance Information systems ensuring measurement of results and value is extracted from these activities.
• Evaluate and identify customer service systems and programs by monitoring market trends; conducting market studies; analyzing past customer services programs and practices; performing benchmarking analysis; calculating cost/benefit ratios; identifying best practices; assessing current sales and customer service abilities; outlining Board approved strategies for acquiring and enhancing current customer service programs; and developing and presenting recommendations to management.
• Control: Monitor and audit the use and application of policies and procedures; plan, develop and recommend new policies and procedures; direct and analyze the information gained from administrative studies on work performance, work flow and organizational design. Monitor, control and safeguards SMUDs customer service information technology infrastructure by offering oversight in areas such as training, designing, developing, installing and maintaining customer service related systems; establishing design philosophy and standards, providing project support; planning for new systems and modifications to existing systems; recommending operation and maintenance procedures; assessing training needs; and delivery of training.
• Training: Ensure Customer Services training and development programs, standards and processes, including technical/technology training, are consistent and meet identified short term and long term needs; enhance existing employee skill levels by developing and conducting skill measurement and assessments linked to achievement of business unit goals and objectives; oversee the design, selection, and implementation of internal or external training programs ; coordinate with process, segment and business unit owners in developing prioritization strategies.

Additional Duties and Responsibilities

• Help desk: Coordinate with Information Technology Department to provide tier 1 technology support for business unit; provide support for system development by directing the design, testing, documentation and implementation of business application solutions for units to meet the requirements of business processes using various computing platforms; perform analysis and provide technology-based support to ensure efficient, cost effective business unit operations; work directly with vendors to resolve technology issues; analyze the need for new customer service systems, upgrades and modifications by evaluating effectiveness of current systems; conduct feasibility studies, develop cost analysis, define system requirements, and evaluate hardware/software products; recommend and design system modifications, coordinate installations, performing post-implementation assessments, and support end-users.
• Data Analysis: Plan, organize, direct and monitor the progress of business units special projects and day-to-day operations using financial and program and operational analysis to provide reporting and recommendations to management; supervise the development and maintenance of databases and spreadsheets for statistical and management information; conduct or oversee business or economic feasibility studies of proposed organizational or departmental projects or programs and prepare estimates of the impact of such activities.
• Quality Assurance: Design, develop, and administer multi-discipline departmental quality assurance programs by reviewing employee performance; identifying skill gaps; providing feedback to supervision; recommend solutions; work with department managers to implement corrective actions.
• Budget: Assist in developing and administering the unit budget by monitoring budget expenditures in area of responsibility against plan; participate in identifying and reconciling budget anomalies; monitor and revise schedules, expenditures and assignments as warranted; review end-of-year budget results; develop short and long-term area-of-responsibility budget recommendations; participate in the review of preliminary unit budget recommendations.
• Performs related duties as required.

Required Education Qualifications

BA/BS degree from an accredited college or university majoring in Business Administration, Personnel or Public Administration or related field or equivalent experience. If no degree, nine or more (9+) years of relevant experience required.  

Required Experience Qualifications

Five or more (5+) plus years of progressively responsible relevant work experience including strategies and practices for process design, measurement, and improvement; principles of project management and implementation; design, development, delivery, implementation and/or evaluation of complex training programs. Including at least two of more (2+) plus years of experience as a supervisor or project lead.

Knowledge Of

Safety policies, practices and procedures; SMUD policies, procedures, applicable MOUs and other special agreements; methods and techniques for training staff, performance management, delegating, prioritizing, assigning and reviewing work assignments, recruiting, screening and hiring and disciplinary action; principles and practices for business strategic planning and development, techniques and strategies for public speaking; research and resolution; basic principles of accounting, finance, and budget administration; contract management, cost control and project scheduling; monitoring and managing projects; practices for overseeing contractor's/consultants work activities; economic analyses of projects and programs; program evaluation; techniques and practices for cost benefit analyses; principles of statistics; principles and practices of various analytical approaches; principals of customer service information systems and business information systems, report writing, record keeping; customer relations.

Skills To

Utilize a personal computer systems and software relevant to the job; communicate effectively orally and in writing internally/externally; establish and maintain effective working relationships; coordinate the work of the function or unit with other SMUD entities; initiate, maintain and oversee adherence to safety policies and procedures; interpret and apply SMUD policies procedures, applicable MOU and/or other special agreements; plan, organize, direct, control, and review the work of others; prepare performance plans and evaluations for staff; identify and assess training needs for staff; direct on-the-job training activities; compile and prepare technical, statistical and/or analytical reports and presentations; analyze procedures/systems and develop/implement operational improvements; apply applicable laws, codes and regulations; appraise situations and people accurately and adopt an effective course of action; interpret, analyze and apply pertinent policies, procedures, regulations and requirements; prepare a business case to weigh the relative costs and benefits of a potential action; research, analyze and provide recommendations to achieve department objectives; read and interpret plans, diagrams and specifications; schedule and prioritize work assignments.

Desirable Qualifications

• Strong organizational skills with the ability to manage multiple projects and priorities efficiently 
• High attention to detail and commitment to accuracy and professionalism 
• Excellent communication skills to work effectively across departments and with management
• Comfortable working with technology and eager to support major system upgrades and transitions 
• Proactive problem solver who can navigate challenges and keep projects on track

Physical Requirements