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Director, Finance
Comcast
Centennial, CO, United States
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Director, Finance - Field Operations (Comcast Business)
Benefits for new hires start on Day 1.
Job Summary:
Responsible for oversight of operations and process improvement for Comcast Business. Partner with various internal teams to develop improved internal and external processes and procedures. Identify and create plans around reducing manual transactions and driving efficiencies in the business. Partner with Revenue assurance to identify and correct identified opportunities and create processes to minimize revenue assurance items. Partner with business assurance team to identify and correct operational control gaps. Partnership with Market Development team for CB capital investments.
Employees at all levels are expect to:
• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience-think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff-be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team-make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company-by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion and diversity.
• Do what's right for each other, our customers, investors and our communities.
Primary Responsibilities:
• Partner with market development to ensure that CB Capital investment strategies are established to support the Division’s customer, operational and financial objectives.
• Oversees the development and implementation business assurance work to drive business efficiencies and standards.
• Partner with Revenue Assurance to manage billing system cleanup work and create processes to driving accuracy
• Analysis business trends and processes to identify process improvement opportunities.
• Partner with HQ and Regions on Business Case Development and management of process improvement projects.
• Providing leadership and direction for team which may include multiple functional areas.
• Development and maintenance of standards documentation to support new business process and procedures.
• Oversight of facility and space management.
• Develops and implements strategy for functional area(s).
• Demonstrate strong analytical and presentation skills.
• Demonstrated ability to make informed decisions, manage workload, and meet deadlines independently.
• Demonstrate excellent interpersonal, organizational, and verbal and written communication skills.
• Ability to develop and maintain relationships with key business partners by building personal credibility and trust.
• Ability to analyze and problem solve.
Core Responsibilities:
• Directs the successful execution of the field workforce function to include dispatching of work, routing of work, disposition of work, building of quota, quota adherence, and all field support activities (call handling, job updates, tech support, text/chat handling, pre/post calling), ticketing, ticket tracking and handling, escalations, field communications, reporting, and automation tool and handheld support.
• Tracks and reports on key trends in workforce management such as missed/late appointments, technician support response time, work order statuses, job routing, technician productivity, dispatcher productivity, and tool utilization success rate.
• Builds Workforce Planners that ensure the appropriate level of dispatch resources needed to support the field Technicians.
• Develops and refines the management strategy for the department. Ensures consistent and effective practices and procedures.
• Compiles explanations and action plans for monthly metric review.
• Assists Area teams with contractor performance and capacity planning.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
Job Specification:
• Bachelor’s Degree
• Generally requires 10+ years related experience.
Comcast is an EOE/Veterans/Disabled/LGBT employer