Onboarding And Metering Lead

Description:

As an Onboarding and Metering Lead at the SEC, you will be responsible for overseeing the quality delivery of onboarding processes, market transfers, B2B service orders, and metering to support the retention, acquisition, and service of the SEC’s Government and other Commercial and Industrial customers. You will also have direct operational responsibility for the management of our Business Process Outsourcing (BPO) Vendors against key performance indicators relating to the timely and accurate management of our onboarding and metering processes. This includes directly monitoring a range of exception processes to ensure compliance with SLAs contributing to increased customer satisfaction and the smooth running of the SEC accounts.

What you will do:

Core accountabilities include:

Deployment of the SEC Retail operating model – shared accountability with Customer Operations Leader for the development and implementation of operational capabilities required to meet SECs objective of servicing Government customers from 1st July 2025. Delivery of accurate and timely onboarding and metering for SEC customers – Process owner/ product owner for onboarding, connections, life support, B2B service orders, metering, billing account set up and offboarding processes. Includes overseeing the BPO team responsible for managing onboarding and metering transactions and exceptions.Work in partnership with SEC Account Managers and BPO partners to provide exceptional customer service – Act as the primary interface between the SEC Account Managers and BPO team to manage onboarding of customers and resolve metering queries as required.Ensure retail operational processes are compliant – Owner of onboarding, transfers and metering processes, ensuring processes are compliant with legislative and regulatory requirements. Delivery of operational change and optimisation – Responsible for continuous improvement associated including account lifecycle from registration to account close/ transfer out. Ownership of Metering provider relationships – Responsible for developing and managing metering provider relationships and contracts.

Who you are:

Must Have:

Your capabilities and areas of expertise that matter most for this role are:

• Detailed understanding of NEM policies and procedures for B2B market transactions, transfers, metering and life support
• 5+ years experience and proven track record of success working in a customer onboarding and/or metering role for an Energy Retailer, ideally in the Commercial and industrial market.
• Strong understanding of the end to end electricity customer life cycle and processes from first bill to account close
• Excellent interpersonal and stakeholder management skills. An ability to build strong relationships with customers, internal stakeholders and external partners.
• Alignment to the SEC ways of working and cultural behaviours, including unwavering customer focus, a drive for continuous improvement, and a proactive can-do attitude in what is a dynamic and fast-paced environment.