Job Title: Manager, Shared Services Support Center

Work Place Flexibility: Hybrid 

Legal Entity: Entergy Services, LLC 

JOB SUMMARY/PURPOSE 

The Manager, ESS Support Center will direct service center operations for Entergy Shared Services (ESS) processes and is responsible for the tools/content of self-service options available to employees (including PeopleSoft Manager and Employee Self-Service), and vendors. This position will provide leadership and direction to the team that receives, researches, resolves, and escalates incoming inquiries and requests, as well as manages employee and contractor data changes and absence management processes. The manager will also monitor and analyze support services satisfaction through available escalation tools, survey results, and identify/implement operational improvement opportunities. This position is responsible for understanding the needs of the customer in order to deliver responsive, high-quality support and improved productivity. The Manager, ESS Support Center determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. The Manager, ESS Support Center will possess strong business acumen with ability to analyze data and identify associated trends and root causes of issues, then implement corrective action when required. As a manager, this position requires strong communication and leadership skills to direct and implement continuous improvement.

 

JOB DUTIES/RESPONSIBILITIES

Manage the Employee Support Center. Oversee process to capture and resolve requests, while focusing on objectives, achieving excellence in areas of quality and efficiency. Maintain a culture of high accountability, continuous improvement and customer satisfaction.                                                                                                                                                Working in partnership with the IT organization, implement and maintain service center and web technologies that are easy to use and contain accurate and complete information. Stay current with evolving tools and service center best in class services, recommending changes when warranted. Develop and maintain appropriate performance metrics, consistent with a high performing service center. Analyze customer feedback to assess performance, satisfaction and opportunities for improvement. Collaborate with Shared Services leaders and other stakeholders to ensure high quality support of company-wide initiatives.                                                                                                                                                    Define additional productivity enhancements that improve service levels, processes, and/or business unit efficiency and effectiveness. Supports the success of a high-performing shared services organization by helping to champion and drive the long-term Entergy Shared Services vision and value proposition. Proactively seeks opportunities to implement innovative and creative methods to help drive a more advanced, efficient and cost-effective shared service center process which aligns with organizational goals. Stays up to date on trends and developments, constantly researches and uses best practices of similar and successful organizations as benchmarks.

  

MINIMUM REQUIREMENTS

 Minimum education & experience required of the position:

Bachelor’s Degree and minimum 7+ years of combined accounting, finance, payroll, supply chain, HR or other related program/project management experience OR in lieu of degree minimum 8+ years of combined supply chain, payroll, accounting, finance, HR or other related program/project management experience Prior experience leading people or teams preferred. Advanced degree preferred.

 

Minimum knowledge, skills and abilities required of the position:

Knowledgeable in call center operations. Strong communication, problem solving and leadership skills. Demonstrated ability to work effectively and manage resources. Ability to think strategically as well as the ability to implement strategic initiatives, including change management activities; ability to successfully manage multiple priorities and projects. Demonstrated success partnering, engaging, and advising on call center requests, business objectives and goals; ability to work across organizational groups and influence others in conflict situations. Excellent communication skills including written communication, executive presentations, and stand-up speaking skills; comfortable presenting to and facilitating work with all key stakeholders; ability to present and communicate complicated information in an understandable manner. Exceptional ability to proactively lead and work across cross functional teams with the proven ability to interact with employees at all levels within the organization with diverse personalities and skill levels.  Strong relationship building, emotional intelligence, and collaboration skills are also required. Understanding of HR, and finance operation processes, data, and compliance requirements. Ability to develop talent, coach and performance manage a team to achieve premier performance.

Primary Location: Louisiana-Hammond Louisiana : Hammond 
Job Function: Professional
FLSA Status: Professional 
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT 
Number of Openings: 1
Req ID: 116585
Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEI page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Entergy Pay Transparency Policy Statement: The Entergy System of Companies (the Company) 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 Company’s legal duty to furnish information.  41 CFR 60-1.35(c). Equal Opportunity and Pay Transparency.

Pay Transparency Notice:

Pay Transparency Nondiscrimination Provision (dol.gov)

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment.  Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.