Manager – Domain Expert | Utilities

Gratitude Inc

5 Views

3 hours ago

10-15 Year(s)

₹ 1.55 - ₹ 1.66 Lacs p.m

Kolkata

Quick Apply Apply

Job Description

Key Skills

Analytical Documentation Stakeholder Management Facilitation Skills Problem-Solving Skills

1 candidate(s) have already applied for this Job. Apply now

Manager – Domain Expert | Utilities

Location: Kolkata
Experience: 10–15 Years
Band: BPO 5/6
Salary: Up to ₹20 LPA
Domain: Electricity & Gas Utilities

Job Summary

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 SME expertise across customer operations and back-office processes, with a focus on Meter-to-Cash, Customer-to-Cash, process improvement, analytics, and business value creation.

Key Responsibilities

Act as the Subject Matter Expert (SME) for electricity and gas utility operations.
Provide end-to-end expertise across Meter-to-Cash (M2C) / Customer-to-Cash (C2C) processes.
Cover customer 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.
Map processes, system touchpoints, handoffs, controls, exceptions, and escalation points.
Identify opportunities for process simplification, standardisation, automation, and digitisation.
Develop problem statements and value cases covering cost, quality, cycle time, customer impact, risk, and benefits.
Partner with Operations, Quality, Training, WFM, Compliance, Technology, Analytics, and Transformation teams.
Support pilots, testing, SOP updates, training, change readiness, go-live, and post-implementation reviews.
Measure baseline versus post-implementation performance and track benefits.
Provide domain inputs for governance, audits, incident management, remediation, and continuous improvement.

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 knowledge of Australian and UK electricity & gas retail markets.
Strong understanding of the utility value chain, metering, distribution, and market interfaces.
End-to-end knowledge of Meter-to-Cash / Customer-to-Cash.
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.
Experience supporting transformation and continuous-improvement initiatives.
Ability to translate business problems into practical and implementable solutions.

Process Improvement & Value Creation

Identify high-volume, repetitive, rule-based process improvement opportunities.
Apply Pareto analysis, Value Stream Mapping, Root Cause Analysis, and control assessment.
Simplify processes, reduce handoffs, standardise work, and improve workflows.
Identify opportunities for automation, digital self-service, guided workflows, and improved reporting.
Define exception handling, controls, guardrails, and fallback procedures.
Support implementation, testing, training, change readiness, and go-live.
Measure benefit realisation while maintaining customer, financial, and compliance controls.

Education & Preferred Qualifications

Bachelor’s degree in Business, Commerce, Engineering, Operations, Technology, or a related discipline.
Lean Six Sigma Green Belt / Black Belt preferred.
Utility-market or client-specific certifications are an advantage.
Exposure to utility CRM/CIS, billing, workflow, reporting, knowledge-management, and automation platforms is desirable.

Important Information

Location: Kolkata
Experience: 10–15 years
Salary: Up to ₹20 LPA
Ex-TCS employees are not eligible.
PAN and DOB are required for profile creation.

Mandatory Questionnaire

Completing the questionnaire form is mandatory to proceed with the recruitment process. Candidates who do not complete the questionnaire may not be considered for further rounds.

Questionnaire Link: https://myglit.com/lateral/cref/862a7aa5e6

Role

Operations Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.