1185 Energy Billing Performance Lead

6 hours ago

Melbourne, Australia VOCUS Full time

Excellent team culture
- Highly autonomous role
- Lead role

**What’s the opportunity?**

This role sits in the Energy part of our business - a disruptive and challenger business unit.

The Energy Activations & Billing Performance Lead is accountable and responsible for the end to end operational performance of our Dodo Power & Gas (DPG) Activations & Billing functions located in Melbourne & Manila.

You will have an eye for detail and continually drive operational improvement across our people, processes and systems to optimise our customer’s experience.

Provide guidance & tactical direction for both Melbourne and Manila based teams, deliver robust and efficient exception management capabilities, and ensure a seamless customer onboarding experience whilst improving sales to activation and first bill pipeline, and ongoing customer billing performance.

You will ensure our customers are successfully onboarded, connected and billed in line with relevant state regulatory requirements, to ensure compliance whilst also reducing revenue leakage.

**What are the responsibilities?**
- Ensure delivery of the Energy Activations & Billing plan and KPI’s:

- Provide strong support to Manila operations ensuring a seamless delivery experience for customers during the Activation phase to first bill, and every bill thereafter.
- Guide and lead operations onshore & offshore in delivering effective capture, allocations and efficient daily exceptions processing according to business priorities, managing the end to end Billing, Service Orders and Transfer processes
- Work with a Manila based teams to deliver customer account activations, aiming for straight through processing
- Ensure all exceptions in activations and billing, service orders and transfer exceptions are resolved within accepted SLA’s or otherwise agreed timelines.
- Ensure systems and processes meet current and new regulatory compliance requirements where related to accountability areas in scope of this role (AEMO, ACCC, AER etc..)
- Monitor system performance and identify performance issues, escalate with IT support or Development team for remediation or development work (internal or an external provider).

**What you’ll need to be successful?**
- **5+ years’ experience in Energy and Utilities retail industry**:

- Understanding of reporting and analytics
- A strong focus on delivering results with a clear vision of processes necessary in achieving set targets
- An analytical thinker who can identify system and process issues and propose solutions

**The extra stuff we know you want to know**

We know how to celebrate our wins and we know not to sweat the small stuff. We are all about flexible working and, hand on heart, we practice work life balance.

We work in a hybrid environment of 2 days in our North Sydney or Melbourne CBD offices and 3 days at home each week. We high five you on your work anniversary and give you a day off. We know time off is important for balance, so we have an option to buy more leave. We also offer amazing employee discounts on internet, mobile and energy services.

We embrace who you are and let you be a master of your own style with no dress code. This is just the tip of the iceberg, so jump on our careers site or LinkedIn to find out more

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