Supervisor Support Services

SRP delivers high-value electricity and water for the benefit of our customers, shareholders and the communities we serve. We are a community-based, nonprofit utility and one of the nation's largest public power utilities. SRP provides electricity to more than 1 million retail customers in a 2,900-square-mile service area that spans three Arizona counties, including most of the metropolitan Phoenix area (known as the Valley).

Oversee activities of personnel involved in supporting roles, such as planning/scheduling, call center, clerical and technical support personnel. Responsible to ensure good customer service is provided as well as lead the team in a manner that ensures resources are optimized effectively and efficiently. Lead continuous improvement by analyzing and improving work processes then recommending and implementing business solutions. Creating, monitoring and reporting metrics for the purpose of process improvement. May include preparation of schedules, material planning, maintaining master data and metrics.

- Support the mission, vision, strategic plan, goals and decisions of management - Provide appropriate leadership, direction and guidance to employees to perform their jobs - Assign duties and communicate what is successful execution of the work - Assist employees in addressing and resolving a wide variety of concerns - Address performance problems through corrective action and positive discipline - Responsible for activities such as developing, mentoring, coaching and motivating employees individually and as a group - Understand and support the work being supervised - Ensure and maximize the efficiency of the team to provide effective and responsive services - Ensure adequate training and abilities of employees - Drive operational excellence in all work processes - The supervisor is expected to manage within an annual operational budget as well as provide input to the development of that budget. - Develop, monitor and report on metrics. Use metrics to drive process improvement. - Collaborate with customer groups to improve effectiveness of processes. - Lead improvement projects; including evaluation of the business issues, defining research objectives, analyzing the results, and delivering insightful research-based recommendations to improve and maximize operational effectiveness and efficiency.

**Education** * Completion of an Associate's degree, Apprenticeship, or 60 college credit hours that prepares the employee for the assignment. **Experience** * Seven years of experience in a field related to the assignment. **Additional Information** - Strong oral and written communication skills - Strong interpersonal and leadership skills - Able to interface effectively with all levels of internal or external management - Ability to lead programs and achieve results in a matrix environment - Strong analytical skills - Confidentiality of personnel actions, scheduling/planning, and financial information - Extensive inter-departmental and customer (internal) contact - Knowledge and experience implementing process improvements and best practices. Ability to objectively examine internal processes and identify opportunities, and follow through to create plans and execute improvements. - Ability to use analytical reasoning to define challenges, establish facts, draw conclusions, develop creative strategies and solutions, and foster consensus among workgroups to implement solutions. - Excellent computer skills with proficiency in Excel, Word, PowerPoint. Knowledge of SAP preferred. - Ability to listen and understand business partners needs and point of view, and ability to balance these with the processes and requirements of team. - Exceptional time management and organizational skills, ability to handle multiple projects at one time; ability to perform under pressure. - Judgment and decision making, critical thinking, coordination, monitoring, and quality control - Ability to think and act strategically and respond proactively - Ability to use discretion and people skills, as well as flexibility and adaptability to diverse and changing work. - Knowledge and experience in operations management implementing best practices. - Ability to use a work management system and analytical reasoning to define challenges, establish facts, draw conclusions, develop creative strategies and solutions, and foster consensus among work groups to implement solutions.