About the role

We are hiring a Domain Expert – Utilities at manager level in Kolkata , with deep knowledge of electricity and gas utility operations , especially the Australian and UK retail markets . You will act as the subject matter expert across customer operations and back-office processes, with a focus on Meter-to-Cash and Customer-to-Cash , process improvement and business value creation. You will find process gaps, simplify customer journeys, strengthen controls and recommend practical solutions that improve operations and customer outcomes. The role suits a senior professional with 10 to 15 years of experience , including at least 5 years in electricity and/or gas utilities . The salary is up to ₹20 LPA .

Key responsibilities

Domain expertise

- Act as the utilities subject matter expert for electricity and gas customer operations and back-office processes

- Provide end-to-end expertise across Meter-to-Cash and Customer-to-Cash: onboarding, move-in/move-out, metering, tariffs, billing, payments, collections, complaints and exceptions

Analysis and process design

- Analyse operational data, customer feedback, complaints, repeat contacts, errors, rework, ageing and manual touchpoints to find improvement opportunities

- Map end-to-end processes, system touchpoints, handoffs, controls, exceptions and escalation points

- Find opportunities to simplify, standardise, automate or digitise repetitive, rule-based work

- Build quantified problem statements and value cases covering volume, effort, cycle time, quality, customer impact, risk, cost-to-serve and expected benefits

Delivery and change

- Recommend improvements that raise customer experience, efficiency, quality and compliance

- Work with Operations, Quality, Training, Workforce Management, Compliance, Technology, Analytics and Transformation teams to validate and implement solutions

- Support pilots, testing, SOP and knowledge updates, training, change readiness,



go-live and post-implementation reviews

- Measure baseline against post-implementation performance and track lasting benefits

- Give domain input to governance reviews, incident and problem management, audit readiness, customer remediation and continuous improvement

Required skills and experience

- 8 to 10+ years in BPO, shared services, customer operations, service delivery or transformation

- At least 5 years in electricity and/or gas utilities

- Strong understanding of the utility value chain: retail supply, metering, distribution and network operations, and market interfaces

- Strong knowledge of Australian and UK electricity and gas retail-market processes

- End-to-end understanding of Meter-to-Cash and Customer-to-Cash

- Strong knowledge of the customer lifecycle, metering, tariffs, billing, payments, collections, complaints and exception management

- Proven ability to analyse data and find root causes, process gaps, risks and improvement opportunities

- Strong process mapping, problem solving, analytical, documentation, facilitation and stakeholder management skills

- Ability to turn business problems into practical solutions

- Experience with cross-functional teams and transformation or continuous improvement work

- Bachelor’s degree in Business, Commerce, Engineering, Operations, Technology or a related discipline

Key domain knowledge

- Customer onboarding, account and premise setup, move-in/move-out, transfers and lifecycle management

- Meter installation, exchanges, actual and estimated reads,



smart and interval metering, and consumption exceptions

- Products, tariffs, pricing, contracts, discounts, and regulated and competitive market arrangements

- Billing, rebilling, back-billing, unbilled accounts, adjustments, refunds and credit balances

- Arrears, payment plans, hardship and vulnerability support, disconnection and reconnection, write-offs and bad debt

- Complaints, regulatory requirements, remediation and external dispute processes

- Market messaging, data exchange, reconciliation, settlement and the financial impact of metering and consumption errors

Process improvement and value creation

- Use process mapping, Pareto analysis, value-stream mapping, root-cause analysis and control assessment

- Remove non-value-adding activity, reduce handoffs and standardise work

- Identify automation, guided workflows, digital self-service and better reporting

- Define exception handling, controls, guardrails and fallback procedures

- Measure advantages and make sure improvements do not add customer, financial or compliance risk

Preferred qualifications

- Lean Six Sigma Green Belt or Black Belt

- Utility-market or client-specific process certifications

- Experience supporting multi-location operations and cross-functional transformation

- Exposure to utility CRM/CIS, billing, workflow, knowledge management, reporting and automation platforms

Job details

Role

Domain Expert – Utilities (Manager)

Location

Kolkata

Experience

10 to 15 years

Band

BPO 5/6

Job code

434122

Salary

Up to ₹20 LPA

Shift

To be confirmed

Why join

- Senior subject matter expert role on international utilities accounts

- Salary of up to ₹20 LPA

- Work across Australian and UK energy markets

- Own transformation and automation initiatives with measurable value

- Clear path to senior leadership roles

📌 Utilities Domain Expert Jobs Kolkata | Meter-to-Cash | 20 LPA
🏢 Gratitude
📍 Kolkata