Manager – Domain Expert – Utilities
Gratitude IncManager – Domain Expert – Utilities
Job Description
Key Skills
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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 :
Electricity & Gas Utilities
Meter-to-Cash / Customer-to-Cash
Process Improvement & Root Cause Analysis
Australian & UK Utility Markets
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.
Role
Operations Executive
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Non-Voice
Functional Area
Banking / Financial Services
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.
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