1 day old

Director Process Performance - Customer

National Grid
Waltham, MA
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Description: Description Job Purpose: Through collaborationacross functions, exceed customer and community expectations by implementing acomprehensive process performance framework which ensures accountability forall functions that contribute to the end to end process. Accountable for accurately measuring theperformance of the end-to-end process through the use of proven performancemeasurement methodologies and tools, focused on ensuring that each step in theprocess delivers on the agreed upon time, cost, and quality thresholds in orderto meet overall performance objectives and targets. Ensure functional near term and long term businessplans (budgets, resource allocations, objectives, investments, regulatoryrequirements) align with end to end process performance measurements and improvementinitiatives. These three roles will report to the VP of Process- Establish andPay for Service with focus on the following E2E process lines: · GasConnections · Electricand DG Connections · Order toCash
Position can be based in any National Grid location.
Key Accountabilities: • Developing and analyzing acomprehensive set of leading and lagging cross functional key performanceindicators (KPI) in support of strategic / operational end to end (E2E) processperformance. • Working with functionalprocess working group members to formalize and automate the KPI trackingprocess. • Driving KPI and metriccascade from cross functional E2E process level -> functional leadershiphubs -> front line functional hubs. • Facilitating and drivingcross functional process working group sessions to identify process improvementopportunities. • Supportingfunctional business plan development to meet E2E process performance objectives/ targets. • Identifyingthe root causes for performance failures and ensure that that effectivecorrective actions are in place, escalate to Process Improvement Leads wherenecessary. • Facilitatingand / or supporting the process performance sections of the monthly processreview meetings. • Providingdaily direction and provide escalation support to Process Performance Analysts. • EnsuringProcess Performance Analysts are well versed and consistently utilizing the PExperformance management tools and methodologies. • Leading the development of KPIs while monitoring andanalyzing performance data to ensure measurements are implemented at all theappropriate steps in the E2E process, the responsible functions are being heldaccountable for performance, and that change projects are delivering againstexpectations. • Collaboratingwith the other E2E process teams and the central capability team to implementand embed the National Grid Performance Framework into the business, supportthe development of National Grid performance methodology and tools, and bestpractices. • Leadingoperational and organizational change for improved process performance, as wellas inspiring and engaging others in new ways of matrix working, innovation andperformance to enhance value and commitment. • Fosteringa culture of innovation in the end to end process, challenging and advising thefunctions that support rate of return and the wider business to understand theimpact of existing policies, processes and ways of working in order to drivegreater innovation and value. • Managingcommunication with stakeholders directly and indirectly impacted by E2E processperformance targets.
Qualifications Knowledge & ExperienceRequirements: • ABachelor’s degree preferably in an engineering/analytical discipline • Significant experience with performance improvementdiscipline (data collection, measurement, KPI definition and alignment withcorporate strategy / objectives) • 3-5 years management experience includingsignificant interactions at the director level or equivalent • Abilityto successfully align both human and process performance KPIs with a directline of sight from the front line to the organizational objective. • Influential, energetic and enthusiastic processimprovement leader, with the drive, ambition and resilience to make thingshappen and deliver outstanding performance • Proven experience at influencing senior executivesof the organization • Ability to successfully bring together and drivecooperation across diverse teams with potentially conflicting goals andobjectives • Understandingof finance, importance of controls, and the ability to use financial analysesto make complex decisions. • Workingknowledge of the core functions within National Grid, the skills required toexecute that work and an understanding of the nuances / interdependencies thatexist with the work. • Knowledgeof the Utility industry and the ability to use this knowledge to make criticaldecisions and maximize performance.
Capability Requirements: • Process and Performance Excellence Principles: Ability to advocate and actively contributeto a process driven culture by setting a clear vision, exhibiting examplebehaviors, identify improvement opportunities, enabling people, providinghonest feedback, holding people accountable, challenge the status quo, andmaintaining a non-functional biased end to end process focus. • AlignContributing Functions to E2E Process: Abilityto align cross functional business plans (budgets, resource allocations,objectives, regulatory requirements) with E2E process performance measurementsand initiatives. • ProcessPerformance Methodology: Ability toaccurately evaluate performance based on new and existing metrics andanalytics. Provide recommendations oraction plans for improvement and continue to build upon and utilize thefoundational performance excellence hub structure. • Facilitation: Ability to lead a discussion by askingquestions, mediating between opposing viewpoints, encouraging participation,and ensuring that all participants' views are heard. • TechnicalAptitude for Data Analysis: Ability tocollect, normalize, and analyze data in order to determine correlations,trends, and predictions, and then leverage within an improvement strategy. • AnalyticalThinking: Ability to leverage and analyze data to identify criticalinformation, develop hypothesis and make actionable recommendations forimproving and continuing to build upon and utilize the foundational performanceexcellence hub structure. • Decision Making: Ability to apply soundanalysis and logic to reach practical, data driven solutions and decisions in atimely manner. • Negotiation: Ability to effectively communicate withothers in order to arrive at a mutually agreeable settlement or compromise. • RelationshipManagement: The ability to build and userobust internal and external relationships developed through trust andcollaboration. • Credibilityand Communication: Sophisticatedinfluencing skills and ability to interact effectively with people fromdifferent levels, perspectives and backgrounds. National Grid is an equal opportunity employer that value s a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion t hat drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
Job : Operations Performance Primary Location : MA-Waltham Other Locations : NY-Syracuse Organisation : Electric Schedule : Full-time Job Posting : Oct 5, 2017, 3:38:04 PM Unposting Date : Ongoing


  • Engineering

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Director Process Performance - Customer

National Grid
Waltham, MA

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Waltham, MA

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