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Administrator, Customer Experience Policy & Procedures

Teco Energy

Location: Tampa, Florida, US, 33602
Type: Non-Remote
Posted on: February 10, 2021
This job is no longer available from the source.
Title: Administrator, Customer Experience Policy & Procedures
Company: Tampa Electric Company
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days
Power up a career with us. Our people are our greatest investments.
Be the light to help us keep our customers connected.  If you are interested in a career and not just a position, Tampa Electric is the place to be! Tampa Electric offers competitive pay, a comprehensive benefits package and opportunities for growth and development in a friendly and professional work environment. We embrace diversity and the inclusion of all. We believe our differences, unique perspectives and talents are our strengths and integral to the success of our company.
We’re honored to serve approximately 780,000 customers across West Central Florida and safely provide them with clean, affordable and reliable electricity. We’ve been doing it for more than 100 years, and there’s so much more ahead.
Join our team of energy experts as we build on that legacy through innovation, continued solar investments, cost-effective and sustainable energy solutions all while keeping top-notch customer service at the center of all we do.
Tampa Electric is a subsidiary of Emera Inc., a family of energy companies which also includes TECO Peoples Gas and New Mexico Gas Company. Emera provides energy to residential and commercial customers in the United States, Canada and the Caribbean, with career opportunities available in all of these locations.
What you will be doing if you are offered this position & accept:
Our Administrator Customer Experience Policy & Procedures partners with process owners and designed business SMEs to document procedures, processes, and corresponding policy.  Creates and reviews end to end process controls to ensure operational accuracy and compliance with internal and external guidelines and best practices.  This includes identifying risks, documenting processes, developing, and measuring operational controls, establishing, and executing operational compliance, and developing and leading corrective action plans.
More specifically, the Administrator Customer Experience Policy & Procedures :
• Manages and develops operational accuracy control points/procedures and oversee compliance with those policies and procedures programs.
• Develops policies, procedures and adherence plans by conducting risk analyses; identifying critical control points and preventive measures; and establishing critical limits, monitoring and maintaining procedures, corrective actions and verification procedures.
• Achieves adherence and compliance by: contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing operational, quality, working with Training teams to incorporate these into training, and customer-service standards; identifying and resolving problems, identify interfaces and inter department hand-offs via process flows and documentation for evaluating/establishing controls; completing audits; determining system improvements; and implementing change.
• Validates quality processes by: establishing specifications and quality attributes; measuring effectiveness; documenting findings; determining performance qualification; and writing and updating quality assurance procedures.
• Ensures proper protocols are in place to effectively communicate status and findings across the organization and are maintained on a common on-line platform for ease of access to all end users.
• Coordinates with operations to strategically schedule areas of process improvement and documentation.  Ensures successful execution within timeframe.
• Supports formal TECO interaction and responses to necessary entities (internal and external), addressing related audit compliance findings and communications.
• Develops and maintains annual schedule compliance checks and/or audits.
• Actively participates in compliance checks/audits including support during these checks and communicating findings.
• Support development of formal responses with findings across all parties (internal and external) from drafting, through finalization and submittal of response.
• Assists with compliance issues and special projects as needed.
What you must have before you can be considered:
• 6+ years of related work experience in electric and/or gas utility, including at least 2 years of effective leadership of people and/or projects experience.
• Experience in related functions and compliance matters, or other related regulatory, business, auditing, or assurance work.
• Experience must demonstrate work in progressively more complex assignments related to the duties and responsibilities of this position.
• Bachelor’s Degree from a regionally accredited institution in related field of study.
• Demonstrated knowledge of an SAP CRB solution.
• Extensive knowledge of quality assurance and quality control processes to include independent risk evaluation, development of plan processes and procedures, evaluation of program effectiveness and overall plan implementation.
• Demonstrated ability to work independently with only general guidance to complete complex compliance duties requiring independent judgment and the interpretation of policies and procedures; excellent investigative, problem solving, and analytical skills.
• Demonstrated leadership attributes, the ability to work collaboratively with other departments, to multi-task and oversee multiple engagements simultaneously, and to establish expectations aligned with department strategy.
• Excellent oral and written communication skills.
• Must be proficient in Excel, Word, PowerPoint and other PC-based software.
In addition, the following it will help you stand out above the crowd:
• 8+ years of direct or related audit or assurance work experience, project management or task scheduling software is preferred.
• Working knowledge of auditing concepts, techniques, and general accepted auditing standards.
Leadership Competencies:
• Builds Strong Collaborative Relationships
• Cultivates Innovation and Embraces Change
• Drives Operational Excellence for Customers
• Takes Ownership and Acts with Integrity
• Thinks Strategically and Exercises Sound Judgment
Working Conditions:
• Normal office environment with frequent site visits to gas operation work locations.  Some travel may be required to support remote locations.
TECO offers a competitive Benefits package!!
Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage  *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!
STORM DUTY REQUIREMENTS....Please make sure to read below!!!  Responding to storms will be considered a condition of employment.
TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.
TECO Energy is proud to be an Equal Opportunity Employer.
TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.
In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.
Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.
Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.
Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.