Role: Manager - Domain Expert_A_Kolkata

Location: Kolkata

Experience: 10 to 15 years

Band: BPO 5/6

Salary: up to 20 LPA

Job code: 434122

Job Summary

We are looking for an experienced Domain Expert – Utilities with strong knowledge of electricity and gas utility operations, particularly across the Australian and UK retail markets.

The role will provide subject matter expertise across customer operations and back-office processes, with a focus on Meter-to-Cash, Customer-to-Cash, process improvement, analytical problem solving, and business value creation. The role will identify process gaps, simplify customer journeys, strengthen controls, and recommend practical solutions that improve operational and customer outcomes.

Key Responsibilities

Act as the utility-domain subject matter expert for electricity and gas customer operations and back-office processes.

Provide end-to-end expertise across Meter-to-Cash / Customer-to-Cash processes, including onboarding, move-in/move-out, metering, tariffs, billing, payments, collections, complaints, and exceptions.

Analyse operational data, customer feedback, complaints, repeat contacts, errors, rework, ageing, and manual touchpoints to identify improvement opportunities.

Map end-to-end processes, system touchpoints, handoffs, controls, exceptions, and escalation points.

Identify opportunities to simplify, standardise, automate, or digitise repetitive and rule-based processes.

Develop quantified problem statements and value cases covering volume, effort, cycle time, quality, customer impact, risk, cost-to-serve, and expected benefits.

Recommend process improvements that enhance customer experience, operational efficiency, quality, and compliance.

Work with Operations, Quality, Training, Workforce Management, Compliance, Technology, Analytics, and Transformation teams to validate and implement solutions.

Support pilots, testing, SOP and knowledge updates, training, change readiness, go-live, and post-implementation reviews.

Measure baseline versus post-implementation performance and track sustained benefits.

Provide domain inputs for governance reviews, incident and problem management, audit readiness, customer remediation, and continuous improvement initiatives.

Required Skills & Experience

8–10+ years of experience in BPO, shared services, customer operations, service delivery, or transformation.

Minimum 5 years of relevant experience in electricity and/or gas utilities.

Strong understanding of the utility value chain, including retail supply, metering, distribution/network operations, and market interfaces.

Strong knowledge of Australian and UK electricity and gas retail-market processes.

End-to-end understanding of Meter-to-Cash / Customer-to-Cash processes.

Strong knowledge of customer lifecycle, metering, tariffs, billing, payments, collections, complaints, and exception management.

Proven ability to analyse operational data and identify root causes, process gaps, risks, and improvement opportunities.

Strong process-mapping, problem-solving, analytical, documentation, facilitation, and stakeholder-management skills.

Ability to translate business problems into practical and implementable solutions.

Experience working with cross-functional teams and supporting transformation or continuous-improvement initiatives.

Key Domain Knowledge

Electricity and gas supply chains and utility-market structures.

Customer onboarding, account and premise setup, move-in/move-out, transfers, and customer lifecycle management.

Meter installation, exchanges, actual and estimated reads, smart/interval metering, and consumption exceptions.

Products, tariffs, pricing, contracts, discounts, and regulated/competitive market arrangements.

Billing, rebilling, back-billing, unbilled accounts, adjustments, refunds, and credit balances.

Arrears, payment plans, hardship/vulnerability support, disconnection/reconnection, write-offs, and bad debt.

Complaints, regulatory requirements, remediation, and external dispute processes.

Market messaging, data exchange, reconciliation, settlement, and the financial impact of metering and consumption errors.

Process Improvement & Value Creation

The successful candidate should be able to:

Identify high-volume, repetitive, rule-based, and lower-risk improvement opportunities.

Apply process mapping, Pareto analysis, value-stream mapping, root-cause analysis, and control assessment.

Eliminate non-value-adding activities, simplify processes, standardise work, reduce handoffs, and improve knowledge and workflows.

Identify opportunities for automation, guided workflows, digital self-service, and improved reporting.

Define exception handling, controls, guardrails, and fallback procedures.

Support implementation, change readiness, testing, training, and go-live activities.

Measure benefit realisation and ensure improvements do not introduce new customer, financial, or compliance risks.

Education & Preferred Qualifications

Bachelor's degree in Business, Commerce, Engineering, Operations, Technology, or a related discipline.

Lean Six Sigma Green Belt or Black Belt is preferred.

Utility-market or client-specific process certifications are an advantage.

Experience supporting multi-location operations and cross-functional transformation initiatives is preferred.

Exposure to utility CRM/CIS, billing, workflow, knowledge-management, reporting, and automation platforms is desirable.