The large goal of any company is to operate efficiently and effectively. At I&M, we have a Business Operations Support department that is specifically tasked with ensuring we are conducting business at the highest level we can for our customers, stakeholders and employees.
Leading the department is Business Operations manager, Latorial Harris. He has served customers in a variety of avenues through his 28-year career. Throughout his tenure, Harris stayed the course and kept focused on growing the customer experience and embracing the uncomfortable as growth opportunities.
How long have you been at I&M/AEP and in what roles?
This year marks year 28 year at AEP and I&M. Over the course or my career, I’ve served the company and our customers in a variety of roles:
- Customer Solutions Center Agent
- Lead Agent Customer Solutions Center
- Customer Service Rep. Muncie, IN
- Energy Efficiency Program Coordinator
- Energy Efficiency Analyst
- AMI Customer Experience Manager
- Business Operations Manager
What is the role and function of the Business Operations Support department?
Essentially, we ensure operational efficiency, bridge gaps between departments, optimize processes and drive efficiency at all levels of the business. We are a cross-functional team and partner with various departments to set goals, execute key initiatives and improving processes where warranted.
How would you describe your job to someone outside of I&M?
I would equate it to being onsite maintenance at an apartment community (a Jack of all trades) -- having a high-level understanding of how HVAC and appliances work in each unit and how they are interconnected throughout the building. We guarantee I&M runs efficiently and has the ability to troubleshoot and prevent future matters from happening by analyzing how systems are operating.
What is your favorite part about your job?
The variety of tasks associated with the job -- each day brings forth new challenges, which we see as opportunities to improve.
What is one thing or trait you learned in your role?
Patience! Change is hard for everyone and implementing new processes to increase efficiency takes time and buy-in from employees and departments. That’s why patience is a must needed attribute.
Also, I try to remember we typically see reality in ‘OUR’ perspective rather than the reality as it is. Perceptions are based on our beliefs and expectations; when we see positive, we attract more positive and when we see negative, we attract more negative. There is an old saying here at I&M to “Assume Positive Intent” and I think now more than ever these are words to embrace.
Can you share the best piece of advice you’ve been given in your career?
Discomfort is a catalyst for growth! To become the best version of yourself you must embrace the challenge -- particularly those that bring a certain level of discomfort.
Personally, speaking to large audiences gave me anxiety, but I understood to grow as a leader I needed to embrace the challenge. In my time as a Customer Service representative in Muncie, I was a member of the local Toastmasters where I had many opportunities to speak with unfamiliar audiences. I was also a member of the I&M sponsored Toastmasters -- these engagements allowed me to grow and put my anxiety at ease.
If you are interested in joining the I&M and AEP team, click here to learn more about the wide-variety of careers we offer.