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WGL - Director, Operations Process & Technology

Company: WGL Holdings, Inc.
Location: Springfield
Posted on: January 27, 2023

Job Description:

Job DescriptionPosition SummaryThe Director of Operations Process and Technology is a new position reporting into the Senior Director of Business Transformation. The Director will be responsible for driving operational process improvement, technology and automation enhancements projects and initiatives that span across the Utility Operations which includes Engineering, Operations, Construction, Support Services and Transformation. The scope for Operations Process and Technology Team is broad, including digitization and automation to eliminate manual intervention, streamlining existing and new processes, and enhancing existing technology to create efficiency, reduce cycle time, improve operational and customer satisfaction performance. Also, the scope includes providing operational process and technology support for development, delivery and maintenance of application training material, functional business requirements, business processes, policies, and procedures. The Director of Operations and Process Technology will be responsible for Agile and traditional Waterfall project management of a portfolio of small "quick win" transformation projects, digital and process enhancement and initiatives and supports that simplify processes, improve operational excellence, customer experience and employee satisfaction. The team will be responsible for project managing a portfolio of small projects identified by Utility Operations that will include digital, process and digital enhancements utilizing primarily agile project management techniques and processes. The team also supports troubleshooting and resolving system and data issues critical to daily operations applications, asset, and interface issues. The Director will own, lead, and grow the technical product and process management team and drive the product roadmaps in alignment with strategic direction and priorities working collaboratively with teams across the portfolio, partnering with digital, end-users, engineering, construction, operations, permits, paving, sales, and customer experience to deliver a wholistic and automated experience that results in an exceptional operational excellence and customer experience for both internal users and external customers. A key focus for this leader will be managing the small transformation and utility operation improvement workstreams as well as leading and developing a team of professionals to support operations while implementing projects with solid project, process, and change management disciplineTasks and Responsibilities--- Lead and Develop Operations Process and Technology Team responsible for change management, project management, technology product ownership, business process management and optimization for all Utility Operations for the entire product and process portfolio and life cycle, ensure alignment, and maximize value of the operations processes and technology platform products.--- Lead and manage the entire product lifecycles across a broad portfolio by defining business problems, developing solutions and business requirements, researching customer needs, prototyping, and testing new solutions, working with internal and external digital design and utility operations business teams, and prioritizing multiple agile development backlogs.--- Lead and support review and enhancement of business processes, technology enhancements, implementation of new technology and processes to optimize operational performance and implementation of technology, processes, and automation.--- Lead and support development and implementation of process, technology and automation Change Control and Digital Demand Management Process/Board to ensure new and enhanced technology and processes are implemented in an agile prioritized and systematic manner driven by business priorities and operational requirements.--- Oversee and be accountable for Operations Process and Technology Support including but not limited to development and maintenance of application training material, functional business requirement documentation, business processes, policies and procedures, business process reviews and workflow optimization, troubleshooting non-technical applications and interface issues and resolve system and data issues critical to daily operations--- Establish best-in-class policies, processes, and metrics to assist with performance and process improvement, improve customer service and balance resources.--- Lead the implementation of small quick win change initiatives, in partnership with key stakeholders - Utility Operations, HR, Digital, Finance, Regulatory, Customer Experience, Strategy and Innovation.--- Provide regular status reporting to Utility Operations Senior leadership and other cross-functional partners on project portfolio, risks, issues, change management and delivery.--- Work with finance to track initiative spend and benefits across a portfolio of initiatives; identify and escalate any risks that require addressing.--- Lead and support the development and implementation of strategic product and process roadmaps and long-term vision to support business goals and ensure delivery of quality processes, technology, and automation.--- Support the internal utility operations process mapping and customer journey and drive collaboration between business, digital, operations process and technology teams to develop and execute on the overarching roadmap.--- Partner with Sr Director-Business Transformation, Director - Transformation Projects, Director of Transformation Project Management Office, Utility Operations Senior Leadership, and cross-functional stakeholders to identify and manage a portfolio of cross-functional transformation initiatives.--- Work with Sr Director-Business Transformation, Utility Operations Senior Leadership, and other cross-functional partners to build business cases to support enhancement of existing technology, process improvements and automation of manual processes.--- Perform people management functions such as hiring, staff development, coaching, employee performance appraisals, compensation decisions, and other personnel actions for on-site and/or remote management and permanent and contract staff.--- Cultivate and manage relationships with key stakeholders to ensure successful delivery and overall satisfaction of quality processes, technology, automation, and services.--- Support Implementation of a portfolio planning and prioritization process in partnership with Utility Operations and Digital leadership and other cross-functional partners. Effectively prioritize potential projects and allocate finite resources to ensure maximum impact.--- Support the Sr Director-Business Transformation and Director of Transformation Project in day-to-day task execution, operations, and special projects.--- Support the Sr Director-Business Transformation by maintaining external visibility of trends and best practice in process optimization, Lean principles, Agile methodology, project management, etc.--- Partner with Sr. Digital and Utility Operations leadership to execute the projects including execution of process and technology initiatives in partnership with key stakeholders.--- Support the ad hoc requests from the Senior Utility Operations Leadership Team.Qualifications, Skills and Abilities--- Bachelor's Degree , ideally in business, Engineering, Project Management, Computer Science/Information Systems, or related analytical discipline, required--- 10+ Years experience in People, Technology, Process, Product and Project Management and leadership roles with experience the development and execution of utility projects, digital projects, process optimization, business transformation and strategic initiatives required--- Strong knowledge project management skills, experience and leadership with experience in water fall and agile project management both executing and managing the project management office.--- Knowledge of process management theories, concepts, principles, and practices of new and emerging technologies.--- Leadership ability to identify and grow talent - highly motivational leadership style; coaches and trains team members; builds inclusive team culture.--- Strong leadership and management attributes. Ability to lead and manage both individuals as well as projects.--- Demonstrated proficiency in business case development and the delivery of quantifiable outcomes.--- Ability to collect and analyze data; use insights to build a convincing platform for change.--- Strong prioritization skills to address highest-value opportunities.--- Experience with development, implementation, and budgetary controls.--- Must have strong work ethic.--- Excellent oral and written communication skills required.--- Effective conflict resolution.--- Proven analytical & problem-solving skills & ability to multitask.--- Solutions-oriented problem solver.--- Excellent planning, communication, and organizational skills.--- Ability to effectively interface with different departments within the company.--- 10+ years of experience in Product Management for technology and automation products and processes including the development and execution of product vision, roadmap, and strategy.--- 10+ years of experience in Project Management for utility, technology and automation projects utilizing agile and traditional waterfall project management to develop, prioritize and manage a portfolio of projects.--- 5+ years of experience in Business Process Management for utility, technology and automation utilizing Business Process Management Systems and LEAN Six Sigma and BPM Software Tools to map and optimize processes including cycle times, pain points, and health of process metrics and reports.--- 5+ year of experience in Change Management supporting utility, technology, automation projects, initiatives and organization change utilizing PROSCI and other change management systems.--- 5+ of experience managing budgets for complex projects and teams; able to build budget forecast and conduct financial analysis (sensitivity analysis, ROI, IRR, NPV, etc.), required.--- 5+ of experience developing executive-level presentations; able to synthesize complex set of information into simple messages / slides to executive consumption, preferred.--- Process management qualifications (e.g., Lean Six Sigma Black Belt) a plus.--- PMP certification preferred. Experience in use of Agile methodology a plus.--- Change management qualifications (e.g., PROSCI certified) a plus.For Canadian hires: AltaGas hires personnel on the basis of job-related qualifications. All qualified applicants will receive consideration without regard to a person's ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, record of offences, marital status, family status or disability or any other characteristic protected by applicable law.For U.S. hires: U.S. affiliates of AltaGas are committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, ethnicity, religion, gender, age, national origin, marital status, sexual orientation, gender identity, family responsibilities, matriculation, physical or mental disabilities, political affiliation, genetic information, status as a protected veteran or any other characteristic protected by federal, state, or local law.

Keywords: WGL Holdings, Inc., Springfield , WGL - Director, Operations Process & Technology, Executive , Springfield, Massachusetts

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