Supvr Regulatory Performance

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Location: Newark, DE, United States
Organization: PHI Service Company
Job ID: 243215
Date Posted: Oct 14, 2022
Job: Regulatory/Compliance

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Job Description


Be a part of something powerful at America's leading energy provider!

At Exelon, our people are the heart and soul of our business. Whether it's powering lives, supporting communities or collaborating with colleagues, an Exelon employee is talented, compassionate, forward-thinking and inspired. We are a Fortune 200 company united by our values and shared vision for a cleaner and brighter future. We encourage curiosity, value diverse perspectives and we never stop looking for ways to be, work and do better. We know the future is in our hands. That's why we're looking for people like you, who have the power to make a difference.

As the nation's largest utility company, we serve more than 10 million customers through six fully regulated transmission and distribution utilities -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco). All 18,000 of us are committed to delivering safe, reliable and affordable energy to our customers, strengthening our communities, supporting a clean energy future and reducing our impact on the changing climate.

Our people are empowered to evolve and advance their careers in an open and inclusive environment. We pride ourselves on being the kind of place where people want to come, stay and grow -- whether that's in the role and path they start in or in new and exciting career opportunities across our business. We know that investing in our employees' futures strengthens ours, which is why we offer competitive compensation, incentives, opportunities for career path changes, and health and retirement benefits.


Assist in the direction of personnel and activities of Regulatory Performance Group. Assure compliance of the Company's procedures with consumer protection regulations of the Public Service Commissions and the Board of Public Utilities. Manage the day-to-day relationship of the Company with consumer services divisions of regulatory agencies and consumer advocacy organizations. Track key performance indicators to measure and monitor performance improvement areas. Assist in the effective implementation of strategic initiatives, business goals and objectives. Assist as a change agent to initiate and coordinate performance improvement objectives.

Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.


  • Assure accurate and timely completion of investigations of consumer complaints to maintain compliance with regulations in responsible jurisdictions and to increase the company's responsiveness to internal measurements and key indicators.
  • Provide coaching, mentoring, and performance appraisals to exempt employees. Identify opportunities for career growth and enhancement. Provide accurate and timely feedback regarding performance and operations. Conduct Performance Planning and Appraisal process.
  • Develop and maintain internal relationships to facilitate the timely resolution of customer complaints and identified process/procedural improvements
  • Serve as primary interface with day-to-day interactions with external stakeholders/regulatory agencies regarding consumer complaints. Oversee the strategic decisions and settlements to resolve cases.
  • Maintain close oversight of pending cases in responsible jurisdictions so that collection activity on past due balances may be resumed in order to decrease uncollectible.
  • Track Company's performance relative to the regulations in responsible jurisdictions and provide recommendations on goals and performance indicators to improve performance. Partner with the manager and peers to assist in identifying performance improvement opportunities to drive change in weaker performance areas in responsible jurisdictions and industry benchmarking.


  • Day-to-day supervisory responsibilities in functional and administrative supervision of exempt employees
  • Promote customer and employee satisfaction, while balancing effective team performance.
  • Contribute to and drive company performance
  • Self-motivated, flexible and able to handle multiple tasks under pressure
  • May fill in for manager as needed
  • Oversee timely resolution of consumer complaints in responsible jurisdictions to avoid further regulatory actions, possible financial penalties, and damages to the corporate image.
  • Oversee negotiations and approve resolutions in coordination with the manager to resolve consumer complaints.
  • Support operation to ensure processes are in compliance with the regulations.



  • Bachelor's degree in business or a related discipline and 5-8 years relevant business experience, or in lieu of Bachelor's degree, a minimum of 9-12 years relevant experience is required.
  • Demonstrated knowledge and understanding of conflict management and proven skills in coaching, ability to build consensus, establish trust, and foster culture change.
  • Demonstrated negotiation skills.
  • Demonstrated computer literacy.
  • Demonstrated exceptional oral and written communication skills.
  • Knowledge of jurisdictional regulations relating to Energy Delivery performance.


  • Strong understanding of applicable systems and technology (e.g. SAP, UIQ, IEE, etc.)
  • One year of supervisory or managerial experience


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