Manager – Domain Expert (Utilities)

Location: Kolkata
Experience: 10–15 Years
Band: BPO 5/6
Salary: Up to ₹20 LPA
Job Code: 434122
Domain: Utilities – Electricity and Gas
Employment Type: Full-Time

Job Summary

We are looking for an experienced Manager – Domain Expert (Utilities) with strong expertise in electricity and gas utility operations, particularly in the Australian and UK retail markets. The candidate will provide subject matter expertise across customer operations, back-office processes, and end-to-end Meter-to-Cash (M2C) and Customer-to-Cash (C2C) processes.

The role involves identifying process gaps, analysing operational performance, driving continuous improvement, simplifying customer journeys, and developing solutions to improve customer experience, operational efficiency, compliance, and business value.

Key Responsibilities

• Act as a subject matter expert in electricity and gas utility operations and customer service processes.

• Manage domain knowledge across Meter-to-Cash and Customer-to-Cash processes, including onboarding, metering, tariffs, billing, payments, collections, and complaints.

• Analyse operational data, customer feedback, repeat contacts, errors, rework, and process exceptions to identify improvement opportunities.

• Map end-to-end processes, system interactions, handoffs, controls, and escalation procedures.

• Identify opportunities for process simplification, standardisation, automation, and digitisation.

• Develop business cases and quantify expected benefits in terms of productivity, cost reduction, cycle time, quality, customer experience, and risk mitigation.

• Recommend improvements to enhance operational performance, compliance, and customer satisfaction.

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

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

• Monitor performance against established baselines and track the sustainability of improvement benefits.

• Provide domain expertise for governance reviews, audits, incident management, customer remediation, and continuous improvement initiatives.

Required Skills and Experience

• 10–15 years of overall experience in BPO, shared services, customer operations, service delivery, or business transformation.

• Minimum 5 years of relevant experience in electricity and/or gas utilities.

• Strong understanding of Australian and UK electricity and gas retail-market operations.

• End-to-end knowledge of Meter-to-Cash and Customer-to-Cash processes.

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

• Strong analytical, problem-solving, root-cause analysis, and process-mapping skills.

• Experience in process improvement, operational excellence, and transformation initiatives.

• Ability to translate complex business problems into practical, measurable solutions.

• Strong stakeholder management, communication, documentation, and facilitation skills.

• Experience working with cross-functional teams to implement process improvements and operational controls.

Key Domain Knowledge

• Electricity and gas supply chains, retail operations, and utility-market structures.

• Customer onboarding, account setup, move-in/move-out, transfers, and lifecycle management.

• Meter installation, meter exchanges, actual and estimated meter readings, smart metering, and consumption exceptions.

• Tariffs, pricing, contracts, discounts, and regulated and competitive market arrangements.

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

• Collections, arrears, payment plans, hardship support, disconnection, reconnection, and bad debt.

• Customer complaints, regulatory compliance, remediation, and dispute resolution.

• Market messaging, data exchange, reconciliation, settlement, and metering-related financial impacts.

Process Improvement and Business Value Creation

The candidate should be capable of:

• Identifying high-volume, repetitive, rule-based processes suitable for improvement or automation.

• Applying root-cause analysis, Pareto analysis, value-stream mapping, process mapping, and control assessments.

• Reducing unnecessary activities, manual interventions, process handoffs, and rework.

• Identifying opportunities for workflow automation, digital self-service, improved reporting, and knowledge management.

• Establishing appropriate exception-handling procedures, controls, and fallback mechanisms.

• Supporting implementation, testing, training, change readiness, and go-live activities.

• Measuring realised benefits and ensuring improvements do not create 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 preferred.

• Utility-market or client-specific process certifications are an advantage.

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

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

Important Notes

• Former TCS employees are not eligible to apply.

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

Interested candidates with strong Australian/UK utilities domain expertise and process improvement experience are encouraged to apply.