Manager, Performance & Compliance

National Grid is hiring a Manager, Performance & Compliance for our Office of the President department. This position can be located in any one of the following NY offices: Syracuse, Albany or Brooklyn.

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live.

The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry. To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requies us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

This position, reporting to the Office of the President Director, is responsible for leading the tracking and reporting of all escalated customer complaints and ensuring the Office of the President department maximizes performance to reduce the risk of regulatory penalties in New York and New England. The role includes daily supervision of assigned Shared Metering personnel to accomplish tasks efficiently and in alignment with departmental and National Grid requirements. Additionally, the role supports proactive communications with key stakeholders and translates functional policy into procedures that drive greater efficiencies and performance within the team and across National Grid. The position requires strong organizational, analytical, and tracking expertise to meet all internal and external reporting and compliance obligations while managing stakeholder and executive relationships through responses to escalated issues referred to regulators and executives.

• Lead the creation and maintenance of complaints reporting for internal stakeholders and regulatory agencies, ensuring accuracy, timeliness, and auditability.
• Develop and manage a portfolio of active escalated customer complaints, driving proactive communication with customers, regulators, and internal stakeholders on status and resolution.
• Forecast complaint trends and themes and evaluate risk of service-quality penalty thresholds; provide regular projections to inform staffing, escalation, and mitigation plans.
• Supervise and organize Shared Metering team members, deliver coaching, performance management, and ensure adherence to safety standards and National Grid policies.
• Translate functional policy into operational procedures that improve efficiency, ensure regulatory compliance, and standardize working practices across the team.
• Build and maintain strong working relationships with internal and external stakeholders to understand requirements and deliver appropriate end-to-end Shared Metering solutions.
• Analyze root causes from complaints and operational data to support continuous improvement initiatives and remedial action plans.
• Ensure full compliance with Sarbanes-Oxley (SOX) requirements for the team and support audit activities as needed.
• Deliver training and development to team members and key process participants, and support/regulate participation in regulatory discussions as required.

• A Bachelor's degree in business or related field required
• A minimum of 4 years' experience in an analytical role required
• Familiarity with the tracking and reporting needs of the New York and New England electric and gas companies
• Goal oriented and focused
• Experience with process management and improvements
• Experience with data analytics, building reports and dashboards (Power BI/Tableau)
• Experience managing a team with the ability to build effective, respectful, working relationships.
• Knowledge and understanding of customer systems (CRIS and/or CSS)
• Strong customer service focus
• Knowledge of gas and electric operations including penalty metrics and regulatory reporting
• Ability to work as part of a geographically diverse virtual team
• Very strong written and oral communication skills
• Copes with a changing landscape and can overcome obstacles
• Strong critical thinking and analytical skills
• Valid driver's license required with a safe driving history that meets National Grid's Safe Driver Policy.

Capability Requirements:

• Understanding Others: When dealing with internal / external diverse stakeholders understanding what someone is saying or feeling, even if person is not very clear, and can accurately predict how someone may respond
• Impact and Influence: When working with employees to adapt the approach and consider what is important to the audience, tailoring message accordingly
• Team Player: Promotes team effectiveness by soliciting input from team members, communicating expectations of the tracking needs and helping with root cause analysis