Requisition ID # 76703
Job Category : Compliance / Risk / Quality Assurance
Job Level : Individual Contributor
Business Unit: Customer Care
Job Location : San Francisco
In Customer Care we are devoted to serving PG&E's mission of delivering safe, reliable and affordable customer-focused electric and gas service. As PG&E's customer-facing organization, we support Electric Operations, Gas Operations and Energy Supply. We aim to define and drive the enterprise-wide customer strategy, while encouraging a culture of safety, affordability and employee engagement. Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.
Customer Care Business Operations delivers a broad range of expertise to drive integrated, cross-organizational solutions to complex business problems. By providing strategic counsel and program governance, Business Operations helps the Customer Care organization balance risk, compliance, regulation, operations, and customer experience. Key functional groups include Risk, Compliance and Audits; Privacy; Business Operations; Corrective Action Program (CAP); and Business Strategy.
The successful candidate will manage and help to provide assurance over assigned Customer Care departments' compliance programs, procedures and systems, with a focus on the Customer Operations & Enablement, Business Operations, and/or Regulatory Strategy organizations. He/she will act in a consultative capacity as a business partner and compliance and controls expert to Director-level organizations. This position is responsible for understanding the business environment and associated compliance requirements of the assigned business unit(s), identifying and assessing organizational compliance requirements, helping requirement owners develop controls and metrics, evaluating controls for design and operating effectiveness and providing recommendations to strengthen control environment, evaluating control deficiencies, supporting the design of mitigating activities, and helping to facilitate and publish policies and standards, in line with compliance objectives and/or established risk protocols. He/she will support an infrastructure that enables business units, departments and employees to conduct business in compliance with applicable laws, regulations and policies.
Experience implementing effective compliance and risk controls into normal work processes
Experience monitoring and addressing complex policy issues
Able to develop, document and implement effective regulatory/compliance remediation plans and risk
Ability to influence and partner effectively
Demonstrated ability to provide proactive, high quality customer service while resolving issues
Demonstrates advanced understanding of regulatory policy and compliance concepts
Provides regulatory compliance expertise to assigned LOB department(s)
Applies advanced knowledge to help evaluate requirements, assess risk, monitor compliance and assist department to develop effective remediation plans based on root causes
Provides advice to assigned department(s) to facilitate the design and implementation of effective controls to mitigate risk and manage compliance requirements; evaluates and documents alternatives and make recommendations to compliance owners
Ensures the assigned business unit researches and documents new compliance requirements affecting LOB and works with diverse organizations to confirm ownership and implement/document controls framework, using LOB risk and compliance processes and systems
Provides leadership and insight in evaluating compliance requirements and control deficiencies in accordance with the company's framework
Evaluates compliance controls, testing, auditing/monitoring and remediation plans for Customer Care compliance program
Identifies and evaluates compliance risks and facilitates the mitigation of identified risks
Develop and evaluate test plans for effectiveness
Participates in or may lead root cause analysis activities
Facilitates the assigned business unit to develop and analyze metrics related to compliance and risk