other
Posted 16 hours agoDirector Revenue Recovery
at NiSource
On-site
Responsibilities
- Lead initiatives to reduce revenue leakage caused by billing errors, metering inaccuracies, energy diversion, theft, delinquent accounts, process inefficiencies, and other revenue loss drivers.
- Manage budget and payment plan strategies across six states to ensure compliance with business, regulatory, and jurisdictional requirements, while monitoring budget variance, contracts, issue tracking, and resolution.
- Evaluate and optimize collection agency performance, vendor relationships, internal and field collection activities, and external partner effectiveness to improve revenue recovery outcomes.
- Develop early intervention programs and customer-friendly payment solutions to improve customer payment outcomes, reduce arrearages, support affordability, and help eligible customers avoid service disconnections.
- Lead revenue assurance and loss prevention efforts, including investigations and recovery related to unauthorized energy usage, meter tampering, theft, fraud, billing anomalies, metering issues, and revenue integrity risks.
- Establish and monitor dashboards, KPIs, business metrics, and customer metrics related to collection effectiveness, recovery rates, write-offs, aging balances, customer arrearage, revenue leakage, and overall performance management.
- Ensure compliance with state utility regulations, commission requirements, consumer protection laws, federal requirements, company policies, regulatory filings, audits, rate cases, and legal
- Build, lead, and develop a high-performing revenue recovery organization by establishing accountability, ensuring consistency across functional areas and operating companies, applying industry best practices and emerging technologies, fostering integrity and innovation, and managing staffing, resources, and continuous improvement efforts. Required
- Report any unsafe conditions and take actions to prevent personal injuries.
- Support our interdependent safety culture by ensuring the safety of your co-workers.
Requirements
- Qualifications Bachelor's degree in business administration, Finance, Accounting, Economics, Engineering, Operations Management, or a related field required 5+ years leading managers and operational teams in a process-driven, customer-focused organization
- Experience working with regulatory agencies and compliance requirements.
- Strong understanding of utility billing, metering, collections, credit policies, and customer operations.
- Knowledge of revenue assurance, fraud detection, and energy theft investigation practices.
- Ability to collaborate and influence across departments to resolve issues, drive projects, and implement change Proven success in implementing process improvements and customer-focused initiatives Strong oral and written communication skills Self-directed with the ability to work independently and collaboratively Preferred
- Qualifications Master's Degree or advanced degree
- Experience within an electric, gas, water, or multi-utility environment preferred.
- Experience in collections, revenue recovery, or print operations The preceding description is not designed to be a complete list of all duties and
- As a public utility, NiSource is required to provide continuous service to customers at all times.
- To ensure we fulfill that obligation, employees may be required to work outside their normal work hours and perform tasks outside of their normal
Benefits
- requirements while balancing revenue recovery with customer equity, satisfaction, and affordability.
- You can view or download them using the links below: E-Verify Poster (English and Spanish) E-Verify Participation Poster English and Spanish Right to Work Poster (English and Spanish) If you have the right to work, don't let anyone take it away Salary Range*: $133,400.00 - $200,100.00 *The salary offered to a candidate is based on several factors including but not limited to the candidate’s skills, job-related knowledge, and relevant
- experience , as well as internal pay equity .
Contact
- ADA Accommodations If you need a reasonable accommodation to participate in any part of the hiring process or to perform the essential functions of the position, please contact OneHR at OneHR@nisource.com or 1-888-640-3320 Safety Statement Promote a safe work environment by actively participating in all aspects of our employee safety program.
Additional details
- JOB PROFILE SUMMARY - Director Revenue Recovery The Director of Revenue Recovery is responsible for developing and executing the utility's strategy to identify, recover, and prevent revenue losses associated with unpaid customer accounts, billing inaccuracies, energy theft, metering discrepancies, and process inefficiencies.
- This role leads cross-functional initiatives across Customer Service, Field Operations, Metering, Finance, Regulatory Affairs, Legal, and Technology teams to optimize revenue collection while maintaining regulatory compliance and delivering a positive customer experience.
- As a leader in the Customer Operations organization, the Director will establish policies, governance, analytics, and operational processes that maximize recovery of lost revenue, reduce bad debt expense, improve collection effectiveness, and ensure equitable treatment of customer Principle Duties &
- Responsibilities - Essential Functions Develop and execute a comprehensive revenue recovery strategy aligned with corporate financial objectives, including annual goals, performance metrics, recovery targets, long-term collection improvement plans, and strategies to reduce write-offs.
- As a leader in the Customer Operations organization , the Director will establish policies, governance, analytics, and operational processes that maximize recovery of lost revenue, reduce bad debt expense, improve collection effectiveness, and ensure equitable treatment of customer.
- Direct collections strategy across residential, commercial, and industrial customer segments, including delinquency management, payment arrangements, disconnections, reconnections, bad debt recovery, arrearage response, and jurisdiction-specific write-off and bankruptcy processes.
- Partner with Metering, Field Operations, Analytics, Customer Experience, Finance, IT, Digital, Legal, Regulatory, and other cross-functional teams to identify revenue leakage opportunities, improve forecasting, enhance technology, support recovery actions, and resolve customer or stakeholder inquiries.
- Use advanced and predictive analytics to identify recovery opportunities, revenue risks, high-risk accounts, billing and metering anomalies, and process improvement opportunities across jurisdictions and operating companies.
- Demonstrated success improving collection rates, reducing bad debt, and managing revenue recovery programs.
- Advanced analytical and financial management skills.