- Writing
- Role: Manager – Domain Expert_A_Kolkata
- Location: Kolkata

Experience: 10–15 Years

Band: BPO 5/6

Salary: Up to 20 LPA

Job Code: 434122
- Job Summary
- We are looking for an experienced Domain Expert – Utilities with strong knowledge of electricity and gas utility operations, particularly across the Australian and UK retail markets.
- The role will provide subject matter expertise across customer operations and back-office processes, with a focus on Meter-to-Cash, Customer-to-Cash, process improvement, analytical problem-solving, and business value creation.
- The role will identify process gaps, simplify customer journeys, strengthen controls, and recommend practical solutions that improve operational and customer outcomes.
- Key Responsibilities

- Act as the utility-domain subject matter expert for electricity and gas customer operations and back-office processes.
- Provide end-to-end expertise across Meter-to-Cash / Customer-to-Cash processes, including onboarding, move-in/move-out, metering, tariffs, billing, payments, collections, complaints, and exceptions.
- Analyse operational data, customer feedback, complaints, repeat contacts, errors, rework, ageing, and manual touchpoints to identify improvement opportunities.
- Map end-to-end processes, system touchpoints, handoffs, controls, exceptions, and escalation points.
- Identify opportunities to simplify, standardise, automate, or digitise repetitive and rule-based processes.
- Develop quantified problem statements and value cases covering volume, effort, cycle time, quality, customer impact, risk, cost-to-serve, and expected benefits.
- Recommend process improvements that enhance customer experience, operational 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 versus post-implementation performance and track sustained perks.
- Provide domain inputs for governance reviews, incident and problem management, audit readiness, customer remediation, and continuous improvement initiatives.

- Required Skills & Experience

- 8–10+ years of experience in BPO, shared services, customer operations, service delivery, or transformation.
- Minimum 5 years of relevant experience in electricity and/or gas utilities.
- Strong understanding of the utility value chain, including retail supply, metering, distribution/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 / Customer-to-Cash processes.
- Strong knowledge of customer lifecycle, metering, tariffs, billing, payments, collections, complaints, and exception management.
- Proven ability to analyse operational data and identify root causes, process gaps, risks, and improvement opportunities.
- Strong process-mapping, problem-solving, analytical, documentation, facilitation, and stakeholder-management skills.
- Ability to translate business problems into practical and implementable solutions.
- Experience working with cross-functional teams and supporting transformation or continuous-improvement initiatives.

- Key Domain Knowledge

- Electricity and gas supply chains and utility-market structures.
- Customer onboarding, account and premise setup, move-in/move-out, transfers, and customer lifecycle management.
- Meter installation, exchanges, actual and estimated reads, smart/interval metering, and consumption exceptions.




- Products, tariffs, pricing, contracts, discounts, and regulated/competitive market arrangements.
- Billing, rebilling, back-billing, unbilled accounts, adjustments, refunds, and credit balances.
- Arrears, payment plans, hardship/vulnerability support, disconnection/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 & Value Creation

- The successful candidate should be able to:
- Identify high-volume, repetitive, rule-based, and lower-risk improvement opportunities.
- Apply process mapping, Pareto analysis, value-stream mapping, root-cause analysis, and control assessment.
- Eliminate non-value-adding activities, simplify processes, standardise work, reduce handoffs, and improve knowledge and workflows.
- Identify opportunities for automation, guided workflows, digital self-service, and improved reporting.
- Define exception handling, controls, guardrails, and fallback procedures.
- Support implementation, change readiness, testing, training, and go-live activities.
- Measure benefit realisation and ensure improvements do not introduce new customer, financial, or compliance risks.

- Education & Preferred Qualifications

- Bachelor's degree in Business, Commerce, Engineering, Operations, Technology, or a related discipline.
- Lean Six Sigma Green Belt or Black Belt is preferred.
- Utility-market or client-specific process certifications are an advantage.
- Experience supporting multi-location operations and cross-functional transformation initiatives is preferred.
- Exposure to utility CRM/CIS, billing, workflow, knowledge-management, reporting, and automation platforms is desirable.

- Additional Information

- Ex-TCS employees cannot apply.
- PAN and DOB are required for profile creation.

📌 Manager - Domain Expert_Kolkata (Pune)
🏢 Gratitude
📍 Pune