Billing Systems Lead

Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?

We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us

About the role

As Billing and Systems Lead, you'll bring a balanced mix of technical knowledge, vendor management expertise, and strong leadership capabilities. They should be proactive in identifying and addressing issues, ensuring systems are accurate, efficient, and compliant. We seek someone who can drive improvements in billing operations while leading a high-performing team, building and maintaining strong relationships with vendors and internal stakeholders to support ongoing success and growth.

What you'll be doing day-to-day

• Streamline customer experience: Reduce customer effort, improve NPS, and lower Customer Effort Scores within the billing and activation journey. Proactively monitor system performance, identifying inefficiencies, bottlenecks, and optimization opportunities to ensure compliance with all regulations.
• Optimize system processes: Increase Straight Through Processing (STP) to enhance operational efficiency and minimize manual intervention. Collaborate with IT and development teams to ensure system integrations are efficient, scalable, and compliant with both regulatory and security standards.
• Ensure accurate and compliant billing: Guarantee timely, accurate, and complete billing for energy customers, meeting all deadlines and adhering to compliance requirements. Coordinate price changes and updates to billing system components to ensure accurate, consistent, and timely invoicing in compliance with relevant regulations.
• Lead performance improvement initiatives: Generate and analyze system performance reports and key metrics, providing weekly updates with insights and explanations of performance fluctuations. Ensure systems meet or exceed performance targets and service level agreements (SLAs) while maintaining compliance with relevant standards.
• Manage team and vendor relationships: Lead and mentor a team of billing analysts and system specialists, ensuring timely and accurate delivery of billing operations and compliance with internal and external standards. Oversee daily operations and system upgrades in collaboration with vendors to ensure continuity, timely issue resolution, and minimal customer impact.

What you'll bring to this role

• A tertiary qualification in technology, marketing, product management, or business management is essential.
• Extensive Industry Experience and Technical Skills: Over 5 years of experience in the Energy and Utilities retail industry, with advanced technical skills adaptable to new systems and processes. Expertise in managing various billing systems and SAAS platforms, and proficiency in reporting and analytics to turn data into actionable insights.
• Strong Project Management and Problem-Solving Abilities: Demonstrated ability to prioritize tasks and manage projects effectively. A proactive problem solver with a focus on solutions, ensuring operational success and achieving targets.
• Effective Communication and Leadership: Skilled communicator able to engage with stakeholders at all levels. Exceptional interpersonal and leadership skills, fostering a collaborative and positive team culture.
• Analytical and Results-Driven: An analytical thinker who identifies issues and proposes solutions. Results-driven with a clear focus on achieving operational success and maintaining compliance with industry standards.
• Vendor Management and Industry Knowledge: Expertise in vendor management, ensuring strong relationships and effective collaboration with external partners. Thorough knowledge of the National Energy Market and Telecommunication industry is highly desirable. Proficient in Excel with intermediate-level skills.

What We Offer

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:

• Diverse and dynamic teams with a supportive and inclusive culture.
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
• Flexible hours and a hybrid working environment
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
• Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. We also offer a fifth week of annual leave when you hit five years of service
• Study assistance programs to excel your personal growth, learning and development.
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

Working at Vocus is never just a job – it's personal. We're crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people's lives.

With us, you'll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.

About Us

As Australia's specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.

Ready to take the next step?

If you like the sound of this role and think you'd do a great job, but are worried you don't tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they're not 100% qualified for, but just as likely to succeed at them

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.