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American Water Sr Mgr, Business Performance in Camden, New Jersey

Founded in 1886, American Water is the largest and most geographically diverse publicly traded U.S. water and wastewater utility company. With headquarters in Camden, NJ, the company employs over 7,000 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to an estimated 15 million people in 46 states. To learn more about American Water and additional career opportunities, visit www.amwater.com.

Primary Role

The Senior Manager – Business Performance is responsible for delivering the Customer Organization’s annual business plan and budget including forecasts and reviews, ongoing business performance monitoring, reporting, analysis and insights, financial modelling of emerging business opportunities, and post investment review of commercial decisions. They will be responsible for the consolidated collection, reporting and analysis of operational data for the Customer function. They will utilize and integrate various sources of operational metrics and targets. within the business in order to provide clear, actionable guidance to leaders at all levels of the organization. Leverage the organization’s customer relationship management (CRM) data to develop insights on both our products and our customers. Work closely with finance leaders to link critical operational performance metrics with financial forecasts and income statements. Develop operational scorecards that link and integrate key organization objectives. Advise leadership at all levels and develop tools to help develop a continued understanding of business drivers

Key Accountabilities

Operational Scorecard – Identify critical metrics that drive business performance and develop both leading and lagging indicators to provide insight to leaders at all levels of the organization.

  • Develop forecasting models to help optimize use of available resources to include workforce planning and marketing campaigns.

  • Train leaders at all levels on the impact and insights around operational reporting.

  • CRM Data Insights - Establish a repository and data analysis process and protocol within the customer organization’s CRM system.

  • Develop and execute a plan to migrate historical data and insights from internal customer experiences from our customer data repository.

  • Develop capability on customer preferences and insights from available source data – both inside and outside the organization – with the objective of identifying improvements in the customer’s experience with us .

  • Work with stakeholders inside and outside of American Water to improve our customer-facing processes to include operations (call center and workforce planning) , major accounts , acquisitions and customer service (call reps , billing & collections ).

  • Finance Team and AWK Coordinatio*n – Use both operational data and CRM data to improve and refine financial forecasting.

  • Coordinate with finance team leadership to develop predictive models and to understand variances from budget/plan.

  • Work with American Water Works (AWK) leaders to link operational reporting and metrics with broader organization objectives.

Knowledge/Skills

  • Good knowledge and comprehension of core business functions, processes and operations

  • Strong data analysis and reporting experience with a demonstrated understanding of business objectives and the ability to articulate those objectives in clear and concise operational drivers

  • Experience in a customer service function

  • An in-depth knowledge of business planning, budgeting and budget review processes, financial modelling and post investment review tools and methodologies, and enterprise performance analytics and reporting

  • Experience working in a matrix organization

  • Working knowledge of utility/financial business processes

  • Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change Ability to lead through influence and to deliver results through others Should possess a high energy level, sense of urgency, decisiveness, and an ability to work well under pressure

  • Should possess a curiosity and a passion towards engaging the imagination of senior level executives in grasping and enabling the fundamentals of change

  • Should have excellent organizational and time management skills

  • Should have good verbal , written and presentation skills Should have very good conflict resolution and negotiating skills

  • Should have good collaboration , prioritization and team working skills

  • Should be able to work in an agile , fast paced and dynamic environment and be comfortable with constant change

  • Should be a fast learner with attention to detail

  • Should be receptive to constructive criticism when necessary

Experience/Education

  • 10 to 15 years of finance, reporting and analysis experience, including experience as a Project Manager or Lead Business Performance Analyst leading large, complex projects in a fast-paced environment with multi-function teams.

  • Experience with the utility industry and customer service is desired, but not mandatory

  • Bachelors’/Masters’ degree in Business , Engineering or related field , MBA preferred

Travel Requirements

Up to 15%

Competencies

Champions safety

Collaborates

Cultivates innovation

Customer obsessed

Drives Results

Nimble learning

  • Join American Water...We Keep Life Flowing*™

  • American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants* based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because he or she is an individual with a disability, protected veteran or other status protected by federal, state, and local laws.

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