Customer Operational Excellence Performance AnalystPNM Resources

POSTING DEADLINE

This position is posted until filled.

DEPARTMENT

Department: Customer Operational Excellence 

PREFERENCES

Familiarity with New Mexico PRC Rules and RegulationsExperience working in the Utility sectorAnalytical Tool Knowledge (Power BI, Tableau, etc.)Experience working in Customer Relations Management (CRM) programs

JOB DESCRIPTION

Customer Operational Excellence Performance Analyst

Salary Grade: G07
Minimum  Midpoint  Maximum
$73,060 - $96,804 - $120,548

SUMMARY: 

Supports the assessment, development and improvement of Marketing and Customer service business processes.  Acts as a liaison to facilitate the identification and articulation of business requirements.  Researches and reports on Marketing and Customer Service best practices, as relevant to business needs.  Aids in the identification of metrics that enable continuous improvement of department processes 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Supports managment in the collaborative assissment of existing business processes, identifying process gaps and inefficiences 

Acts as a liaison between external departments to help identify and translate functional requirements 

Leads independent assessments of processes, compliance, products, and services to determine gaps between current and desired specified states, using appropriate quality managament basis 

Leads and coordinates department's self-assessments 

Conducts and leads root cause analysis in support of incident investigations and process failures 

Investigate systematic performance problems, and analyzes their root causes 

Assists in the development of  corrective action proposals and provides strategic direction to managment in implementing corrective action 

Identify and prioritize key opportunities for improvement to ensure they are integrated with operational and strategic planning 

Supports operations, organizations, and functional areas in the effective integration, alignment, and linkage of strategies, processes, procedures, action plans, and measurement systems 

Supports process improvement team in the theory and application of process improvement approaches as applied to core and support business processes 

Analyzes complex processes for process improvements, identifies and recommends performance metrics 

Supports the design of systems for monitoring and controlling critical path performance 

Supports continuous efforts to identify, collect, analyze, report, utilize, and improve key performance indicators and key process metric for core and support business processes 

Coaches and supports management training for operational assessments 

COMPETENCIES: 

Ability to maintain positive and productive working relationships with a variety of individuals and groups 

Demonstrated leadership, organizational, and management skills 

Demonstrated interpersonal skills with strong ability to influence and build consensus 

Knowledge of organizational structure, workflow, and operating procedures 

QUALIFICATIONS                    

MINIMUM EDUCATION AND/OR EXPERIENCE:  

Bachelor's degree from four-year college or university with five to seven years related experience or equivalent combination of education and/or experience related to the discipline. 

CERTIFICATES, LICENSES, REGISTRATIONS: 

Certification in a relevant quality discipline by an independent national or international body preferred (e.g. ASQ, CQA, Six Sigma certification) 

COMMUNICATION SKILLS:                   
Ability to read and interpret business documents 

Ability to write routine reports and correspondence 

Ability to speak effectively before various internal and external constituents 

COMPUTER SKILLS:    

Advanced experience wtih MS Office applications and proficiency with data analysis applications and flow-charting applications 

ANALYSIS AND PROBLEM-SOLVING ABILITY:  

Ability to solve practical problems and deal with a variety of concrete vairables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.  

PHYSICAL DEMANDS: 

Ability to sit up to 2/3 of the time and to stand, walk, and stoop up to 1/3 of the time.  Good vision and ability to adjust focus is required.  Manual dexterity is required.  Must occasionally lift and/or move up to 10 pounds. 

WORK ENVIRONMENT: 

Office environment.

SAFETY AND ADA STATEMENT

Safety Statement:
Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, "everyone goes home safe", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans with Disabilities Act (ADA) Statement: 
If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.

Equal employment opportunity, including veterans and individuals with disabilities.

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