Job Description – Manager – Domain Expert | Utilities

**Role:** Manager – Domain Expert

**Location:** Kolkata

**Experience:** 10–15 Years

**Band:** BPO 5/6

**Salary:** Up to ₹20 LPA

**Job Code:** 434122

**Domain:** Utilities – Electricity & Gas

## Job Summary

We are looking for an experienced **Domain Expert – Utilities** with strong knowledge of **electricity and gas utility operations**, particularly across the **Australian and UK retail markets**.

The role will act as a Subject Matter Expert (SME) across customer operations and back-office processes, with a strong focus on **Meter-to-Cash, Customer-to-Cash, process transformation, analytical problem-solving, operational excellence, and business value creation**.

The successful candidate will identify process gaps, simplify customer journeys, strengthen controls, improve operational efficiency, and recommend practical solutions that deliver measurable customer and business outcomes.

## Key Responsibilities

- Act as the **Utilities Domain Subject Matter Expert** for electricity and gas customer operations and back-office processes.

- Provide end-to-end expertise across **Meter-to-Cash (M2C) / Customer-to-Cash (C2C)** processes.

- Cover key processes including:

- Customer onboarding

- Account and premise setup

- Move-in / Move-out

- Metering and meter reads

- Tariffs and pricing

- Billing and rebilling

- Payments and collections

- Complaints and remediation

- Exceptions and escalations

- 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 **volume, effort, cycle time, quality, customer impact, risk, cost-to-serve, and expected benefits**.

- Recommend solutions that improve **customer experience, operational efficiency, quality, compliance, and cost effectiveness**.

- Partner with **Operations, Quality, Training, WFM, 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.

- Establish baseline metrics and measure **post-implementation performance and sustained benefits**.

- Provide domain expertise for governance reviews, incident/problem management, audit readiness, customer remediation, and continuous improvement programs.

- Identify operational and customer risks associated with proposed changes and recommend appropriate controls and mitigation measures.

## Required Skills & Experience

- **10–15 years of overall experience** in BPO, shared services, customer operations, service delivery, transformation, or related environments.

- 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 / Customer-to-Cash** processes.

- Strong knowledge of:

- Customer lifecycle management

- Metering

- Tariffs and pricing

- Billing and rebilling

- Payments and collections

- Complaints and remediation

- Exception management

- Arrears and payment plans

- Proven ability to analyze operational data and identify **root causes, process gaps, risks, inefficiencies, and improvement opportunities**.

- Strong process-mapping, analytical, problem-solving, documentation, facilitation, and stakeholder-management skills.

- Ability to translate complex business problems into **practical, scalable, and implementable solutions**.

- Experience working with cross-functional teams on **transformation, automation, or continuous improvement initiatives**.

## Key Domain Knowledge

Candidates should have strong knowledge of the following utility processes:

- Electricity and gas supply chains and utility-market structures.

- Customer onboarding, account/premise setup, transfers, move-in/move-out, and customer lifecycle.

- Meter installation, meter exchanges, actual and estimated reads, smart/interval metering, and consumption exceptions.

- Products, tariffs, pricing, contracts, discounts, and regulated/competitive market arrangements.

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

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

- Complaints, regulatory requirements, customer remediation, and external dispute processes.

- Market messaging, data exchange, reconciliation, settlement, and financial impacts arising from metering and consumption errors.

## Process Improvement & Value Creation

The successful candidate should be capable of:

- Identifying **high-volume, repetitive, rule-based, and lower-risk processes** suitable for improvement.

- Applying **process mapping, Pareto analysis, value-stream mapping, root-cause analysis, and control assessment**.

- Eliminating non-value-added activities and simplifying processes.

- Standardizing workflows, reducing unnecessary handoffs, and improving knowledge and operational procedures.

- Identifying opportunities for **automation, guided workflows, digital self-service, and enhanced reporting**.

- Defining appropriate exception-handling processes, controls, guardrails, and fallback procedures.

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

- Measuring benefit realization and ensuring improvements do not create additional **customer, financial, operational, or compliance risks**.

## Education & Preferred Qualifications

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

- **Lean Six Sigma Green Belt or Black Belt** is preferred.

- Utility-market or client-specific process certifications will be an advantage.

- Experience supporting **multi-location operations and cross-functional transformation programs** is preferred.

- Exposure to **Utility CRM/CIS, billing, workflow, knowledge-management, reporting, analytics, and automation platforms** is desirable.

## Ideal Candidate Profile

The ideal candidate will be a **Utilities Domain SME / Transformation professional** with strong expertise in Australian and UK electricity and gas markets. The candidate should combine deep utility-process knowledge with strong analytical, process-improvement, stakeholder-management, and business-value skills.

The individual should be comfortable working with senior stakeholders and cross-functional teams to identify opportunities, develop solutions, drive implementation, and demonstrate measurable improvements in **customer experience, quality, efficiency, compliance, and cost-to-serve**.

### Important Information

- Ex-TCS employees are not eligible to apply.**

-PAN and Date of Birth (DOB) are mandatory for profile creation.**

- Candidates should be comfortable working in a **BPO/shared-services and client-facing environment**.