Job title : Manager – Domain Expert – Utilities

Job Description : 

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

Experience : 10–15 years

Location : Kolkata

Required Skills : 

1. Electricity & Gas Utilities

2. Meter-to-Cash / Customer-to-Cash

3. Process Improvement & Root Cause Analysis

4. Australian & UK Utility Markets

5. Stakeholder & Cross-Functional Management

Key Responsibilities : 

• Act as a subject matter expert for electricity and gas customer operations and back-office processes.

• Provide end-to-end expertise across Meter-to-Cash and Customer-to-Cash processes.

• Handle areas including onboarding, move-in/move-out, metering, tariffs, billing, payments, collections, complaints, and exceptions.

• Analyse operational data, customer feedback, complaints, 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, and digitise repetitive processes.

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

• Recommend improvements to enhance customer experience, operational efficiency, quality, and compliance.

• Collaborate with Operations, Quality, Training, WFM, Compliance, Technology, Analytics, and Transformation teams.

• 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.

Qualifications : 

• 10–15 years of overall 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 utility value chains, 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.

• Strong analytical, problem-solving, process-mapping, 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.

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

• Lean Six Sigma Green Belt or Black Belt is preferred.

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

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

Important Points : 

• Ex TCS Employees can't apply.

• PAN and DOB are required for profile creation.