Position Description

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Purpose

The Billing & Provisioning Senior Manager (SM) is responsible for leading a team that oversees key operational functions within the Retail business including Billing, Provisioning & Revenue Assurance.

The Senior Manager has direct end-to-end accountability for: 

• Management of specific service delivery functions including customer provisioning and customer billing
• Development and optimization of the Revenue Assurance function to ensure the meter to cash process is maximizing cash collected across the business and costs of energy and networks are monitored for discrepancies.

As a member of the Retail Extended Leadership team the role will also work collaboratively to develop the strategic direction for the Retail business, and be a part of a team that is responsible for the delivery of the key customer and commercial objectives.

Key Duties and Responsibilities

• Effectively build commitment and excitement and win support and resources for Retail Operations initiatives at multiple levels both inside and outside the business through collaboration. 
• Be the Business Owner of key Billing and Provisioning systems such as Tally, Energetiq etc. Work with key Technology business partners to optimize the system through business case development and enhancement exploration.
• Work with Technology partners to increase automation of manual processes.   
• Working with Technology partners to optimize capability and systems including electricity and gas transfer, billing systems, CRMs, and related operational processes to deliver required functionality.
• Own and manage Billing, Provisioning & Revenue Assurance related outcomes and associated processes, including reducing unbilled, increasing billing accuracy, Onboarding customers quicker and supporting increased cash collection.
• Ensuring that the Billing & Provisioning area has the capability to quickly respond and adapt to changing requirements.  
• Lead the extended Billing & Provisioning BPO team, driving performance and management to contractual outcomes.
• Achieve monthly labour (productivity) targets with the BPO are met to ensure Operating Expenditure budget is not exceeded.
• Be directly responsible for Billing & Provisioning team process documentation and ensuring these are kept up to date.
• Work directly with the Senior Credit Manager to optimize the meter to cash process and increase cash collection as a % of revenue.
• Represent the business as may be required in key regulatory and customer forums.
• Identify structural opportunities to improve the Billing & Provisioning team.
• Develop, monitor and improve business controls as required.
• Lead a culture of continuous improvement and automation.
• Ensure the development and management of talent management strategies and practices across the PB Retail business.
• Effectively manage vendors to ensure contract commitments are met and project costs controlled.
• Shared ownership of the customer growth and retention targets for the Retail business
• Direct contribution to the Retail P&L, and commercial performance.
• Ensure that the Company’s compliance obligations are actively maintained, managed and kept up- to- date with particular focus on the compliance obligations allocated to the position title as identified in the Company’s Register of Compliance Obligations (as set out in the Compliance Procedure and as amended from time to time).    

Challenges

• Managing conflicting priorities
• Needing to work cross functionally, with a strong ability to influence
• Required to effectively balance the delivery of service and support to customers ensuring high quality, maintaining compliant operations and meeting the expected outcomes of the business
• Working in a small team, but with the need to recruit support from elsewhere in the business as required
• Regularly moving from short, simple tasks to complex, large projects
• Working in a heavily regulated environment

Judgments

• Ability to engage stakeholders in the development and delivery of strategy 
• Ability to strategically link human resources practices and business systems tools and technologies to support the delivery of the strategy 
• Ability to manage the balance between business, customer and employee needs 

Knowledge, experience (including qualification) and skill

Knowledge and Experience

• Tertiary qualifications preferably at a post graduate level (eg MBA) 
• Experience in development of best practice customer operations teams and processes
• Experience in mass market customer service and billing systems 
• Relevant energy sector experience is essential 
• Demonstrated ability to work in an agile and dynamic business culture 
• Experience in team development and proven leadership capability 
• Ability to clearly prioritise internal and external business initiatives and business process improvements projects 
• Willing to accept responsibility, foster accountability and lead by example 
• Track record of high performance against key metrics for cost to serve, staff culture and engagement and indicators of customer service customer retention and complaint metrics in addition to financial outcomes
• Demonstrated ability to work constructively and collaboratively with internal teams/functions and have a sound understanding of customer service management  
• Direct responsibility for customer operations business development and delivery to budget  
• Experience as a team leader and member in managing service level agreements with external suppliers.
• Experience   in   working   within   a   regulatory   environment   and   dealing   diplomatically   at   the bureaucratic/government interface to influence the achievement of company objectives 
• Has exceptional verbal, written and interpersonal communication skills to enable effective communication across all levels and to a wide range of stakeholders 

Skills

• Strong effective self and time management skills 
• Leadership through influence 
• Problem Solving 
• Negotiation skills 
• Planning & Project Management 
• Analysis of the market 
• Report writing 
• Commercial acumen  
• Risk assessment and mitigation
• Excellent stakeholder engagement, management and delivery skills
• Ability to work in dynamic and fluid environment
• Excellent data interpretation and reporting skills
• Ability to think laterally and analytically through complex issues and apply learned knowledge