Role: Manager - Domain Expert_A_Kolkata

Location: Kolkata
Experience: 10–15 Years

Job Summary

We are looking for an experienced Domain Expert – Utilities to join our Kolkata team. The ideal candidate will have strong knowledge of electricity and gas utility operations, particularly across the 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.

Key Responsibilities

• Act as the utility-domain subject matter expert for electricity and gas customer operations and back-office processes.

• Provide end-to-end expertise across Meter-to-Cash / Customer-to-Cash processes, including onboarding, move-in/move-out, metering, tariffs, billing, payments, collections, complaints, and exceptions.

• Analyse 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, standardise, automate, or digitise repetitive and rule-based processes.

• Develop quantified problem statements and value cases covering volume, effort, cycle time, quality, customer impact, risk, cost-to-serve, and expected benefits.

• Recommend process improvements that enhance customer experience, operational 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 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.

Required Skills & Experience

• 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 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, metering, tariffs, billing, payments, collections, complaints, and exception management.

• Proven ability to analyse operational data and identify root causes, process gaps, risks, and improvement opportunities.

• Strong process-mapping, problem-solving, analytical, 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.

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 are an advantage.

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

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

Important: 

• Ex-TCS employees are not eligible to apply. 
• PAN and Date of Birth are required for profile creation.