Head of Customer Billing Operations

Design and Implement best practice Customer account development, delivery & support processes and programs
- Provide an unequalled customer experience through account creation and support teams
- Lead with Impact, inspire change & drive results.

**About the role**:
Are you a strategic leader with a passion for customer experience, operational excellence, and cultural transformation? We have a permanent opportunity for a dynamic and visionary leader to join our Customer and Community group as the **Head of Customer Billing Operations.**

Based in Balcatta and reporting to the General Manager Customer and Community, this pivotal role will**lead a high-performing team and drive the delivery of effective billing, revenue collection, and debt recovery services that support our customers and communities. As a key member of the Group Leadership Team, you will lead cultural and operational change across the Business Unit, along with delivering high-quality customer billing operations while supporting vulnerable customers.

**What the role will involve**:

- Lead and develop a large team to translate strategy into actionable plans aligned with the Corporate Strategy.
- Design and monitor process performance measures, driving continuous improvement and automation to meet evolving customer and business needs.
- Deliver high performance and service excellence by collaborating across the organisation to optimise financial, operational, and organisational outcomes.
- Set the strategic direction for customer data and manage its governance as the Customer Data Custodian.
- Lead the Customer Data Risk Remediation (CDRR) Program to successful delivery.
- Oversee all aspects of collection and recovery efforts and initiate programs and procedures to adjust to the changing economic environments and new product initiatives.

**Key skills and experience**:
You will be degree qualified (Commerce or business-related) with proven experience in leading a Billing systems function, with a strong background in designing and delivering customer services that support customer programs and initiatives. You will have a whole of organisation mindset and approach with excellent communication skills with the ability to inspire and deliver clear and consistent messaging while leading, motivating and developing a team to achieve outcomes.

You will have extensive stakeholder management skills with the ability to influence senior teams and executive stakeholders, providing influential and strategic leadership, both internally and externally

You’ll also be self-confident, resilient and decisive person, who’s able to handle ambiguity and complexity and move with a changing business landscape. Your experience with process design & automation will be vital in this role Overall, you’ll be experienced in in leading, motivating and developing effective teams to drive and achieve improved outcomes for both customers and the wider organisation.

If you are interested in the above opportunity please submit a covering letter and resume that best demonstrates your ability to meet the requirements of the role via the internal career page.

**Applications close 23rd of November 2025.**

As part of the recruitment process you will be required to complete Pre-Employment screening which may include a medical, qualification check, police clearance and Australian working rights check.

**_We reserve the right to withdraw this ad prior to the closing date._**

**Our commitment to a diverse and inclusive workplace**:
Diversity and inclusion are more than words. They guide us on building a thriving workforce that reflects the diversity of our customers and our community.

We are committed to ensuring an accessible and inclusive work environment to enable people with disability to participate fully in all aspects of employment.

To read our diversity and inclusion statement, please visit our website