Job Title: Manager – Domain Expert (Utilities)

Job Summary

We are looking for an experienced Domain Expert – Utilities with strong knowledge of electricity and gas utility operations, particularly within 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 (M2C), Customer-to-Cash (C2C), process improvement, analytical problem-solving, and business value creation.

The successful candidate will identify process gaps, simplify customer journeys, strengthen operational controls, and recommend practical solutions to improve customer experience, operational efficiency, quality, and compliance.

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 and Customer-to-Cash processes, including onboarding, move-in/move-out, metering, tariffs, billing, payments, collections, complaints, and exception management.

• Analyze 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, standardize, automate, and digitize repetitive and rule-based processes.

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

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

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

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

• Compare baseline and post-implementation performance and track sustained business benefits.

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

Required Skills and Experience

• 10–15 years of overall experience, aligned with the role requirements, 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 and Customer-to-Cash processes.

• Expertise in customer lifecycle management, metering, tariffs, billing, payments, collections, complaints, and exception management.

• Proven ability to analyze 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 challenges into practical, implementable solutions.

• Experience collaborating 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 and exchanges, actual and estimated meter reads, smart/interval metering, and consumption exceptions.

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

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

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

• Complaints, regulatory requirements, remediation, and external dispute-resolution processes.

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

Process Improvement and 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, standardize work, reduce handoffs, and improve workflows and knowledge resources.

• 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 realization and ensure improvements do not introduce additional customer, financial, or compliance risks.

Education and Preferred Qualifications

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

• Lean Six Sigma Green Belt or Black Belt certification 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.

Important Eligibility Information

• Experience: 10–15 years as specified in the role overview.

• Utility Experience: Minimum 5 years in electricity and/or gas utilities.

• Market Expertise: Strong knowledge of Australian and UK utility retail-market processes.

• Domain Expertise: Meter-to-Cash, Customer-to-Cash, billing, metering, payments, collections, and customer lifecycle management.

• Preferred Certification: Lean Six Sigma Green Belt or Black Belt.

• Former TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are mandatory for employee profile creation.

• Job Code: 434122

• Band: BPO 5/6