Business Support Manager - 5136

Description:ResponsibilitiesThe Business Support Manager will lead one of the three Production Support management teams. This Business Support team will work with the System Operations and Application Support teams to ensure Alliance delivers contracted services to our clients.The Business Support Manager is responsible for managing the Business Support Team that is responsible for the support of all business users of the software applications used in conjunction with the Excelergy utility billing system including:Serving as final escalation point for call center and back office users for application and business rule specific issuesServing as Clients single point of contact for status updates and reporting of system incidents/exceptionsServing as conduit into Alliances IT department for any client specific issues/incidentsResponsible for all application specific data configuration changesResponsible for production of business performance reporting and trending (creating scorecards)Collaborate with PMO to develop and manage detailed plans and schedules for resolution of incidents including the tracking of billable and non-billable timeAs needed, direct incident reports to and obtain status updates from internal and 3rd party application support, business analysis or development teamsDelivery of daily, weekly, and monthly service metrics for multiple clientsWork with the System Operations Team to report on daily system execution performance and resultsOversee the production of performance metric reporting for areas like (but not limited to):Invoice production and print/mailPayment processingCollections activityException managementInterface directly with business analytics, development and PMO teams for definition of requirements for new projects or resolution of incidents. Ensure effective flow of communication between management, users and associates on the program/project teams.Facilitate and drive issue/ risk management processesDevelop staff through mentoring, performance reviews, provision of input into annual processing, and corrective actionEnsuring all deliverables quality metrics and milestone dates are clear and met while managing budgetProvide functional vendor management for 3rd party vendors. Work with Middle Office for any 3rd party contractual or licensing issues. Assist with time and expense trackingAbout the OpportunityManage the day-to-day activities related to supporting business users of the Excelergy CIS platform. These activities include, but are not limited to: Managing client specific Technical Account Managers. Mentoring, coaching, assigning work, reviewing work, etc. for client specific Technical account managers.Managing the TAMs day to day activities; ensuring TAM is responsive, communication is clear and timely and that all issues are being addressed.Managing a team of Business System Analysts (including conducting deliverable reviews, work assignment, coaching, mentoring, etc.)Collaborating with Production Support, Customer Care and PMO Managers to develop detailed project plans and executing and delivering against those plans. Including time tracking for billable versus non-billable work.Building and managing a cohesive and collaborative team that supports multiple clients and applications.Take-charge attitude, and be able to implement needed processes, but also function effectively while those processes are being defined and built.Qualifications:Required SkillsTools10 years of Utility industry experience 5 years of experience managing software development or production support for the utility or consumer billing industries related to CIS, CRM, call center and client facing service delivery.Working knowledge of Microsoft Office Suite tools (Excel, Project, Word, PowerPoint and Project).Experience in writing/tuning SQL . Strong people skills, excellent business writing skills and a proven track record in meeting/exceeding stated deadlines and milestones Experience in developing and reporting of software related metrics to be used for baseline and continuous improvement efforts.Comfortable performing as a SME in all work streamsExperience in working with outsourced and/or offshore development organizations.Possess strong decision making skills for problem identification and solution recommendation. EducationBachelor's degree in Computer Science or equivalent experience.Preferred SkillsExperience communicating with external clients and 3rd party vendors related to functional and technical issuesExperience managing applications developed to support customer care centers (CRM -user interfaces, IVR, CTI, etc.)General retail utility industry experienceERCOT protocol and EDI protocol knowledgeDirect experience with the commercial CIS products (Excelergy, SPL, Peoplesoft CIS, SAP, Peace, Banner, etc.)Excelergy experience preferredExperience managing applications interacting with an Oracle DBMS.Experience managing system integration projects.Salary/Benefits: Salary commensurate with experienceAlliance Data offers a competitive salary, a comprehensive selection of benefit options including 401(k).Job Location: Dallas, TXJob Number: 2846Company Profile:About UsAlliance Data (NYSE: ADS) is a leading provider of marketing, loyalty and transaction services, managing over 120 million consumer relationships for some of North America's most recognizable companies. Using transaction-rich data, Alliance Data creates and manages customized solutions that change consumer behavior and that enable its clients to create and enhance customer loyalty to build stronger, mutually beneficial relationships with their customers. Headquartered in Dallas, Alliance Data employs over 9,000 associates at more than 60 locations worldwide. Alliance Data's brands include AIR MILES, North America's premier coalition loyalty program, and Epsilon, a leading provider of multi-channel, data-driven technologies and marketing services. For more information about the company, visit its web site, www.AllianceData.com About Our TeamAlliance Data Utility Services is the leading provider of integrated billing and customer care solutions to the regulated, deregulated and municipal utility markets, supporting millions of end-use customers. With over 50 utility clients, Alliance Data has a history of providing measurable business results and financial benefits through proven processes and methodologies.Conditions of EmploymentAll job offers are contingent upon successful completion of a background check. JOB TITLE: Business Support Manager - 5136 LOCATION: US-TX-Dallas JOB CATEGORY: IT/Software Development REFERENCE CODE: 2846