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