Director, Credit Business Strategy

Requisition ID # 174520  Job Category: Business Operations / Strategy  Job Level: Director/Chief Business Unit: Customer & Corporate Affairs Work Type: Hybrid Job Location: Stockton     Department Overview In Customer Channels and Services (CC&S), we are focused on providing the end-to-end meter to cash experience for our customers by delivering for our hometowns, serving our planet, and leading with love. The CC&S organization is responsible for revenue processing, full service contact center operations (including inbound and outbound call handling, IVR, email, AI), collections, call routing, digital strategy as well as providing support during emergency operations.   Position Summary The successful candidate will be responsible for reimagining the new business strategy for credit policy, regulatory, and credit operations for Energy and Non-Energy accounts receivables.  This position will transform the credit-experience by fostering a culture of problem solving by leveraging the LEAN problem-solving techniques and innovation.  The position will determine the appropriate goals and metrics to ensure the team’s efforts are aligned with the broader Customer Experience objectives.   This position is hybrid, working from your remote office and your assigned work location based on business need. The assigned work location will be within the PG&E Service Territory.   Reporting This Director will report directly to the Vice President, Customer Channels & Services;  and, will lead a team of ~85 full time employees which comprise of 50-55 IBEW represented Customer Service Representatives to 25-30 non-represented employees.   Job Responsibilities

Incorporates lean methodology along with breakthrough thinking to develop new strategies that work with the ever-changing regulatory environment. Presents data to the commission and intervenors while leading the IOU’s in shaping policies and outcomes. Develops and implements a strategic roadmap to modernize and automate the credit and collections area that incorporates AI technology. Leads a cross-functional command center focused on strategically maximizing resources and deliverables across multiple functional areas.  Optimizes new and existing processes to maximize customer value. Provides supervision, coaching and mentoring of direct reports; assigns, prioritizes, and reviews project work. Leads staff to accomplish results through effective recruitment and selection, training and development, performance management, and rewards and recognition. Understands interdependencies between risks and identify mutually beneficial mitigation strategies. Creates and sustains a culture of care and belonging where employees feel known, valued, and supported by their leaders, enabling them to contribute their best work and achieve strong business and customer outcomes. Prepares communications and presentations for the CC&S Vice President.

Leadership Qualities PG&E expects its leaders to conduct themselves with the highest ethics and integrity and to embody specific leadership qualities.   Strategic Mindset

Sees ahead to future possibilities and translates them into breakthrough strategies. Operates effectively, even when things are not certain, or the way forward is not clear.

A Leader in the Community and Industry

Effectively builds formal and informal relationship networks inside and outside the organization. Anticipates and balances the needs of multiple stakeholders.

Demonstrates Safety Leadership

A safety champion in words and deeds with respect to both employee and public safety. Creating and maintaining a speak up culture free of retaliation.

Influences and Inspires

Using various- communications that convey a clear understanding of the needs of different audiences. Maneuvering comfortably through complex policy, process, and people-related dynamics.

Optimizes Team Performance

Building teams with a strong