About the role

We are hiring a Domain Expert – Utilities at manager level in Kolkata, with deep knowledge of electricity and gas utility operations, especially the Australian and UK retail markets. You will act as the subject matter expert across customer operations and back-office processes, with a focus on Meter-to-Cash and Customer-to-Cash, process improvement and business value creation. You will find process gaps, simplify customer journeys, strengthen controls and recommend practical solutions that improve operations and customer outcomes. The role suits a senior professional with 10 to 15 years of experience, including at least 5 years in electricity and/or gas utilities. The salary is up to ₹20 LPA.

Key responsibilities

Domain expertise

• Act as the utilities 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: onboarding, move-in/move-out, metering, tariffs, billing, payments, collections, complaints and exceptions
  

Analysis and process design

• Analyse operational data, customer feedback, complaints, repeat contacts, errors, rework, ageing and manual touchpoints to find improvement opportunities
  
• Map end-to-end processes, system touchpoints, handoffs, controls, exceptions and escalation points
  
• Find opportunities to simplify, standardise, automate or digitise repetitive, rule-based work
  
• Build quantified problem statements and value cases covering volume, effort, cycle time, quality, customer impact, risk, cost-to-serve and expected benefits
  

Delivery and change

• Recommend improvements that raise customer experience, 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 against post-implementation performance and track lasting benefits
  
• Give domain input to governance reviews, incident and problem management, audit readiness, customer remediation and continuous improvement
  

Required skills and experience

• 8 to 10+ years in BPO, shared services, customer operations, service delivery or transformation
  
• At least 5 years in electricity and/or gas utilities
  
• Strong understanding of the utility value chain: retail supply, metering, distribution and 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
  
• Strong knowledge of the customer lifecycle, metering, tariffs, billing, payments, collections, complaints and exception management
  
• Proven ability to analyse data and find root causes, process gaps, risks and improvement opportunities
  
• Strong process mapping, problem solving, analytical, documentation, facilitation and stakeholder management skills
  
• Ability to turn business problems into practical solutions
  
• Experience with cross-functional teams and transformation or continuous improvement work
  
• Bachelor’s degree in Business, Commerce, Engineering, Operations, Technology or a related discipline
  

Key domain knowledge

• Customer onboarding, account and premise setup, move-in/move-out, transfers and lifecycle management
  
• Meter installation, exchanges, actual and estimated reads, smart and interval metering, and consumption exceptions
  
• Products, tariffs, pricing, contracts, discounts, and regulated and competitive market arrangements
  
• Billing, rebilling, back-billing, unbilled accounts, adjustments, refunds and credit balances
  
• Arrears, payment plans, hardship and vulnerability support, disconnection and 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 and value creation

• Use process mapping, Pareto analysis, value-stream mapping, root-cause analysis and control assessment
  
• Remove non-value-adding activity, reduce handoffs and standardise work
  
• Identify automation, guided workflows, digital self-service and better reporting
  
• Define exception handling, controls, guardrails and fallback procedures
  
• Measure benefits and make sure improvements do not add customer, financial or compliance risk
  

Preferred qualifications

• Lean Six Sigma Green Belt or Black Belt
  
• Utility-market or client-specific process certifications
  
• Experience supporting multi-location operations and cross-functional transformation
  
• Exposure to utility CRM/CIS, billing, workflow, knowledge management, reporting and automation platforms
  

Job details

Why join

• Senior subject matter expert role on international utilities accounts
  
• Salary of up to ₹20 LPA
  
• Work across Australian and UK energy markets
  
• Own transformation and automation initiatives with measurable value
  
• Clear path to senior leadership roles