End-to-End Process Lead / Senior Business Analyst
Role Summary:
The End-to-End Process Lead / Senior Business Analyst will play a critical role in driving business improvements across the Meter-to-Cash (M2C) lifecycle, with a strong focus on billing, revenue management, customer experience, and operational efficiency. This role requires a deep understanding of the utilities sector, particularly electricity and gas retail, and proven experience in designing, analyzing, and enhancing end-to-end business processes.
Key Responsibilities:
• Lead the end-to-end process design, analysis, and improvement of Meter-to-Cash operations, including metering, billing, credit and collections, and payments.
• Collaborate with business and IT stakeholders to capture and translate business requirements into functional specifications.
• Identify opportunities to streamline and automate business processes to improve customer satisfaction and operational efficiency.
• Support the implementation and enhancement of billing systems, customer information systems (CIS), and meter data management systems (MDMS).
• Act as the Subject Matter Expert (SME) for billing operations, market settlement, and regulatory compliance.
• Drive continuous improvement initiatives, ensuring alignment with business strategy, compliance requirements, and industry best practices.
• Conduct impact analysis, root cause investigations, and risk assessments on proposed changes.
• Facilitate cross-functional workshops and working groups to develop process maps, define KPIs, and ensure business readiness for change.
• Work closely with technical teams, testers, and business users during system development lifecycle (SDLC), including UAT and deployment.
• Monitor and report on post-implementation performance to ensure benefits realization.
Qualifications & Experience:
• 8+ years of business analysis or process improvement experience in the utilities industry, particularly in electricity and/or gas retail operations.
• Strong expertise in the Meter-to-Cash value chain, including billing cycles, meter reads, usage estimation, exceptions handling, revenue leakage prevention, and regulatory reporting.
• Experience with CIS platforms (e.g., Oracle Utilities, SAP IS-U, Gentrack, or equivalent).
• Proven track record of leading cross-functional process transformation or technology implementation projects.
• Deep understanding of market rules, compliance obligations, and customer-centric energy services.
• Excellent analytical, documentation, and stakeholder engagement skills.
• Familiarity with Agile, Waterfall, or hybrid project delivery methodologies.
Key Competencies:
• Strong business acumen and problem-solving skills
• Ability to lead change and influence stakeholders at all levels
• Excellent verbal and written communication
• Attention to detail and a proactive mindset
• Customer-focused with a commitment to service excellence
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